Install, configure, test and troubleshoot TripSpark’s software applicationsInstall, configure, test and troubleshoot TripSpark’s in-vehicle hardware solutions and all 3rd Party integrations in public transportation fleetsOversee and manage hardware installations while building strong relationships with 3rd party installers and agency maintenance staffField, troubleshoot, and resolve technical issues from existing clients in a timely mannerProvide exceptional onsite and remote customer support including upgradesFoster smooth adoption of the new technology through effective change management to ensure timely and efficient deploymentsWork closely and collaboratively with customers, project managers and fellow team members to ensure that our solution is delivered and operational in the most efficient and effective manner possibleBalance multiple projects effectively and efficiently while meeting stringent timelines and changing prioritiesAnalyze and document customer business requirements and understand their business processesProvide clients with a well-structured training program on how to use TripSpark software via remote and onsite engagementsAct as a liaison between the Customer’s IT staff and TripSpark staff, communicating software and project status to internal and external stakeholdersSupport a philosophy of continuous improvement by building a legacy of implementation templates and project artifacts that are critical to the Deployment teamOccasionally provide on call 24/7 supportProvide periodic sales support including participating in BAFO (Best and Final Offer) presentations and product demonstrations, both remotely and onsiteWork closely with Sales and customers to advise customers on add-ons that would benefit customer operationsAdvise Sales on the business case for potential add-ons

Manage the entire deployment process from kick-off to completion Ensure that all projects are delivered on-time, within scope and within budgetManage customer expectations and contractual obligationsFacilitate change management to ensure “buy-in” of our technology by all stakeholdersMeasure project performance using appropriate tools and techniques; responsible formonthly and quarterly financial reporting and commentaryAct as a liaison between the customer and TripSpark staffManage an internal project team consisting of engineers, developers, and techniciansSchedule and manage work done by third party contractorsBuild and maintain comprehensive project documentationAssist in the definition of project scope and objectives, involving all relevantstakeholders and ensuring technical feasibilityManage changes to the project scope, project timeline, and project costs usingappropriate verification techniquesContribute to further best practices and tools for project execution and managementParticipate in the preparation and delivery of request for proposal (RFP) presentationsas a Project Management representative

Duties:- Solving business problems by providing innovative solutions. - Provide professional analytical services to departmental program/business units to find practical solutions to address fundamental business problems. - Taking a leadership role in defining solutions, testing and deploying changes and maintaining business applications in various business domains for client departments and agencies. - Play a senior role in ensuring that new and existing business solutions (in-house developed or 3rd party commercial) meet the needs of the clients and are developed and maintained under the government’s Information Technology (IT) standards and methodology._ Provide technical support to business systems users though consultation, troubleshooting, problem identification, and options analysis- Prepare and document business and functional requirements, business process definitions, and system specifications- Direct system development efforts by providing guidance to other technical staff and outside vendors- Support COTS as custom solutions and plan and coordinate software release deployment activities- Proficiency in Microsoft SQL Server script writing.

• Provide excellent technical support and customer service to high-revenue corporate accounts.• Triage incoming tickets, researching solutions through documentation and previous tickets, correcting the problem or prioritizing and escalating to the development team as needed• Troubleshoot CRM/SFDC/SAP issues of high complexity escalated by Tier 1 that require code debugging or minor code changes (C#, JavaScript) and involve SQL scripting and data analysis. • Work with the Implementation and Success Teams to ensure the correct start-up of new clients and provide excellent long-term customer service to the current subscribers. • Support multiple accounts and projects, assisting clients and teams throughout all project phases• Facilitate online meetings on how to use tools and applications and fixing issues, identifying potential problems, reducing resolution time for tickets • Configuration: understand client’s requirements and issues to provide and effective resolution.• Analyze client's tech needs, identify needs and opportunities and provide appropriate solutions.• Excellent understanding of data analytics, being able to query, update and program with SQL to identify data related issues, generate reports and update information in bulk • Produce concise process documentation in Confluence to create a knowledge base company-wide.• Strong understanding of Microsoft CRM, SalesForce and SAP to facilitate customer support.

• Answered to clients’ enquiries related to financial applications, troubleshooting and investigating issues, ensuring to provide excellent customer experience.• Led Disaster Recovery situations resolve critical issues and outages with minimal impact to the client• Worked with dev and implementation teams to manage the transition from deployment to support.• Built, customized and supported client reports using SQL and other data applications• Responsible for creating, maintaining and updating all tech related documentation.• Communicated to internal and external clients via email, phone, meetings, training sessions

• Provided technical support to several applications to financial, operations and development• Worked on application launch/update projects, resolving access control related tasks• Created and updated documentation on existing or new processes following best practices.• Troubleshot and investigated issues, providing a solution according to urgency and priority.• Worked on application launch/update projects, resolving access control related tasks

Provided customer service and coordinated the store operation during the shift, communicating with guests and management ensuring the best customer experience.

• Advised and Supported client on the implementation of new systems and process changes• Conducted consulting sessions (remote and in-person) for different initiatives• Worked on the solution of complex organizational problems, such as lack of standard processes.• Collaborated with different teams to document processes and solutions to different issue.• Worked in tandem with client’s goals to promote changes that increased their business performance

• Developed client relationship with key dealerships, visiting clients to discuss business strategies.• Provided consulting (on-site and remotely) on Ford's systems and applications (CRM, stock management, customer satisfaction, service orders, rewards) for 25 dealerships • Troubleshot and investigated software and issues, prioritizing and escalating as necessary.• Advised dealerships in the implementation and administration of projects and systems on-site• Produced and updated concise documentation on business systems and processes for dealerships• Gathered requirements from both sides – Corporate and Dealership – designing and implementing a business plan that would meet the goals and be effective to apply.

● Worked on different projects gathering requirements, testing, assisting with implementation, adoption, user education, documentation and providing technical and user support.● Acted as a link between the business and the tech team, gathering requirements and translating them into action plans and implement the correct settings and features in their application● Provided support for software and applications such as CRM, e-commerce platforms and order management systems for more than 200 sales representatives ● Communicated to users providing support, conducting meeting sessions, via phone, email, remotely or locally for different regions across Americas, training and educating users.

Listen to customer’s needs and then making appropriate suggestionsProvide excellent customer service in store and through the phoneAssist in all store administrative tasksEnsure customer satisfaction and reach sales goals