• Provide leadership, employee development and direction to team ensuring processes, tools, and resources are in place to deliver on product and project requirements.• Design, build, and maintain efficient and reliable code at an advanced level.• Improve team’s development skills by coaching and teaching.• Clearly define work responsibilities across the team.• Continue to evaluate and enhance process and procedures as part of the SDLC to ensure the needs of the business are met in a timely and efficient manner.• Standardize analysis, design, development, testing and release processes within the team.• Ensure secure coding practices are followed across all development activities.• Partner effectively with all departments to plan product release content and deliver high quality products and projects on schedule.• Manage personnel activities for the team including career development, mentoring, motivating, performance reviews, hiring, etc.• Ensure proper on-boarding of new IT employees.• Track and act on relevant metrics.

• Lead and nurture high performing engineering team through hiring, mentoring, performance management and career planning.• Build and maintain an inclusive and tight-knit work team environment where each engineer engages effectively.• Implemented Agile Scrum ceremonies into newly formed ServiceNow ITSM (IT Service Management) engineering team.• Manage team members including setting objectives, reviewing performance, and establishing a positive working environment.• Create requirement documents with business users for implementation of modern ITSM process.• Collaborate with product management in defining product roadmap.• Mentor software engineers in best practices of software development.• Conduct bi-weekly 1:1 engagement meetings with software engineers to further professional development.• Developed and implemented Kanban board for engineering team to track special development projects.• Enacted detailed release management procedures.

• Managed support team of 15-20 engineers, mentoring individuals working on support tasks to resolution, improving SLA of tickets from 79% to 96% within 1 year timeline.• Created and maintained tools and strategies based on best practices, business needs, industry trends, user insights, and competitive analysis.• Built, nurtured, and maintained partnerships with key stakeholders to develop roadmaps and visions, driving change and ensuring alignment with company strategies and policies.• Actively led Scrum team meetings to identify roadblocks, provide guidance on task resolutions, and release planning, backlog refinement, sprint planning, demos, and retrospectives.• Prioritized improvement efforts across cross-cultural teams.• Led the construction, design, development, and implementation of a customized ServiceNow ticketing solution used to track SLA and KPI Statistics, allowing for better tracking and identifying areas for application and improved business user training. • Provided support and monitors around the launch of a highly visible state Covid-19 vaccination incentive campaign worth $100 Million with zero production issues resulting in recognition from the state’s Governor.• Ensured proper monitors were in place, proactively identifying and preventing application issues before impacting business, resulting in 80% reduction in production issues within 1 year.• Influenced technology platforms and solutions for applications, incorporating relevant redundancy into designs while ensuring use of best practices and compliance.• Participated in cross-functional meetings, communicating roadmap enhancements, defect resolutions, and prioritization of application projects.• Provided weekly reporting to upper management on team activity including support requests opened/closed, average turn time, production incidents by classification, and overall trends in production.

• Consolidated platforms and facilitate client project conversion to preferred application.• Facilitated communication across departments to significantly improve client retention.• Evaluated and recommended a standard software toolset for team members to enhance productivity.• Coordinated with QA testers to design the end-to-end unit test and post-production testing suites.• Maintained ongoing collaboration with engineering, marketing and technical support to present and discuss ideas to enhance product features, functionality and reliability.• Mentored and provided guidelines for junior software engineers.

• Defined and communicated product vision with key stakeholders, maintaining a cohesive and singular vision while implementing actionable product roadmaps.• Oversaw product backlogs, collaborating with partners to manage development and testing cycles.• Completed hands-on configuration and custom development of reports, using advanced queries to achieve reporting requirements within performance constraints.• Effectively communicated technical information, both written and verbal, to clients and stakeholders of varying technical experience.• Improved old codebases, ensuring data integrity, performance, and useability.• Collaborated with internal software development/test teams to achieve development milestones.• Optimized and simplified processes through analyzing business requirements and rebuilding existing solutions.• Gathered requirements from cross-functional teams to set up statistical and analysis systems and milestones.• Successfully implemented process improvements, program developments, and project models.• Implemented rebate promotional programs and energy incentive programs.• Led effort with new and existing clients for integration and data conversion requirements.• Collaborated directly with Product, Business, and Development teams in the creation and maintenance of requirements.• Successfully developed, created, and implemented multiple improvements and processes: Call center employee attendance and performance review application linked to phone system software to develop assessment reports at employee, client, and call center department levels. Automated bank positive pay process to conform to international financial institution requirements. Web service modules for validating accounts and returning client data fields for use in database and reporting requirements. Automated data export process using business intelligence solutions to convert data entry records into data import files to match client specific requirements.