Support Manager, TIE / Tyler Technologies• Managed a team of up to 5 members who provided helpdesk services for Tyler Insight Extensions (TIE). Responsible for annual reviews of team members, as well as 1:1 regular check ins.• Reviewed and provided monthly metrics to leadership team, identifying areas of interest to management, such as clients who need personalized attention or functional areas of our product that need further focus on support and development.• Trained and mentored staff to build product knowledge and improve communication skills, while also supporting internal company-wide initiatives such as Knowledge Centered Services (KCS) implementation and the client portal.• Cultivated relationships with Engineering and Product Management to ensure that our clients’ needs were being met, resulting in decreased development time for bug fixes and improved team relations. Participated in release planning and increased the support team’s responsibility to include Quality Assurance duties.• Assisted Business Development on client leads and other Microsoft Partner relationships, including regularly attending AXUG Summit. Collaborated on customer notifications related to the sunsetting of TIE and providing our clients additional assistance as needed.• Collaborated with Eden and Munis Support managers on Tyler-wide best practices, as well as to improve shared knowledge. Managed notifications and communications on Tyler Community, including release announcements and documentation.

• Responsible for ensuring client satisfaction by providing technical support and project management for clients who had recently begun using Tyler Insight Extensions in their production environments, with the goal of developing them into satisfied and referenceable clients.• Actively managed clients’ transition from the end of the implementation phase through the successful end of their first live year with Tyler software, which included developing and executing project plans to map out key processes and milestones.• Worked as a liaison between other departments and divisions within Tyler Technologies, as well as with Microsoft, to coordinate appropriate resources to resolve critical issues for our clients.• Communicated Tyler policy and commitments to clients so that the expectations are understood, realistic and achievable. Educated client end users on other available Tyler resources, such as Tyler Community and Tyler University.• Managed competing projects by identifying and prioritizing issues, then making business decisions that balanced company goals with client requests.

• Member of the Tyler Insight Extensions implementation team for City of Redmond, the first public sector customer for Dynamics AX 2012, a joint development between Tyler Technologies and Microsoft.• Provided professional services during Redmond’s implementation period including consultation, classroom training, and process documentation.• Managed incoming customer inquiries using Microsoft Dynamics CRM, employing knowledge of the support process, problem management tools and Tyler Technologies’ procedures.• Served as support proxy for TIE customers, which included entering and managing support incidents on their behalf with Microsoft as needed.

• Consistently delivered high quality customer support to clients by resolving incidents in a timely manner using application expertise and knowledge of customer environment.• Managed inbound phone, web, and emailed customer inquiries from initial contact to resolution, including escalation to internal development teams as needed.• Performed testing and troubleshooting on a regular basis to assist both internal and external clients. Used and programmed SQL to resolve basic to moderate data issues.• Provided education and training to end users virtually and in person. Provided training at regional user group meetings, as well as at Tyler Connect.• Recognized as “Support Person of the Year” in 2009.

Business Operations Supervisor (5/2005 – 9/2006)Managed medical reception staff for the Central Specialty Center and Central Eye Care. • Responsible for the daily operations of the front line Business Operations staff in a multiple clinic environment.• Lead and mentored staff in order to meet and exceed Group Health’s performance standards both as individuals and as a team.• Developed strong working relationships with local leadership in order to improve business operations.• Worked closely with Delivery System Business Services and Centralized Business Operations to assist with the implementation of GHC business plans and initiatives.• Hired, coached, and trained a large staff to insure the best service to both internal and external customers.Lead Patient Account Representative (4/2004 - 5/2005)Supported the Central Specialty Business office. Served as a resource for staff members with assistance in DSBS policies and procedures. • Assisted in effective team management of 22 Business Office employees including hiring, training, and general supervision. Coordinated training for new staff members, as well as performed on the job training and quality assurance checks. Enhanced team collaboration through facilitating effective meetings and communication policies.• Collaborated with providers to work on the implementation of EpicCare, an electronic medical record system. Managed incomplete encounter reports to ensure timely and accurate patient billing. • Conducted quality review audits of both account creation and cash management for the Central Specialty Clinic Staff, which includes approximately 50 additional staff members, for adherence to current procedures.• Executed secure handling of Central Specialty and Central Hospital finances in accordance with Cash Management policies and procedures for the 2nd largest GHC depositing site, with an average daily deposit of $20,000.