- Oversee our SWAT Engineering team and help them deliver high-quality APIs & software through removing obstacles and providing mentorship.- Coordinate software releases across multiple product lines and participate in customer testing sessions to ensure we’re providing consistent and reliable updates to our customers.- Usher projects along and ensure we ship code frequently by defining a clear scrum development process and setting high but achievable expectations.- Influence the design and scope of features we deliver - both external & internal - by collaborating with stakeholders from Product, Customer Success, Technical Services, and Engineering teams.- Assist in maintaining our team’s roadmap by working closely with Product members and understanding where our users derive the most value from our software.- Function as third-tier support for internal teams via technical troubleshooting and delegating appropriately when engineering assistance is required.

- Create test cases, test plans, and specifications as well as creating or acquiring test data sets.- Actively participate as a member of an agile development team and help the team deliver the highest quality products.- Work closely with engineers, product owners, and sales staff to create comprehensive feature requests, test plans, as well as contribute to internal and client documentation.- Develop standard testing and quality practices.- Drive the creation and maintenance of regression tests.- Increase functional test coverage by both expanding existing coverage, as well as creating new test suites.

Provide tier-II technical support to internal teams to resolve customer issues and remove bottlenecks.

- Front-line support for business related issues that arise on a daily basis- Day to day support for client services- Influence product direction based on internal and external customer feedback- Communicate with both internal and external customers to resolve critical issues- Publish knowledge-base articles and build a support library for ongoing issues- Collaborate with Engineering team to create solutions and preventive measures

- Serve as the liaison between the client services team and the engineering team through whichrequirements flow- Collaborate with developers and subject matter experts to establish the technical vision and analyzetradeoffs between usability and performance needs- Develop requirements specifications according to standard templates, using natural language- Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits,business process descriptions, use cases, scenarios, business analysis, task and workflow analysis- Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high‐levelinformation into details, abstract up from low‐level information to a general understanding, anddistinguish user requests from the underlying true needs- Proactively communicate and collaborate with internal customers to analyze information needs andfunctional requirements- Successfully engage in multiple initiatives simultaneously- Work independently with users to define concepts- Drive and challenge business units on their assumptions of how they will successfully execute their plan

- Discovered key consumer insights for brands by analyzing and summarizing social media discussion- Managed and executed recurring, custom reports for client RIM- Drafted, sent, and monitored email marketing campaigns- Updated and maintained Salesforce.com account

- Wrote constituent response letters that addressed and explained some of the city's tax and regulation decisions- Analyzed and highlighted most important items in city's budget for review during City Council roundtables

- Researched, vetted, and recommended purchase decisions for virtual event platforms to save overhead costs- Assisted in expanding Lorman's professional development web communities by initiating and fostering relationships with industry influencers and authors

- Sold brand-name and custom-made golf products- Managed and operated store during evening hours- Tailored golf clubs to customers' specific needs and profile- Repaired and modified golf clubs