Continued with responsibilities of an Application Specialist, with additional job responsibilities including acting as a mentor to the application specialists on the team, as well as backup and aid to my supervisor for any necessary task, from customer escalation to monthly business reporting. I also was involved in special projects, new product rollouts, documentation updating and process and procedures updates.

As an Application Specialist, I was responsible for implementation and configuration of customer accounts on different platforms under the Intrado SchoolMessenger brand, totaling 8 different Saas products, including a mass-notification platform, a Content Management System web, and more. I was assigned tasks that needed completion, but was in charge of my own pacing and had to self-direct my efforts, prioritizing my various projects. Seasonal swings in volume meant I typically was directly assigned between 25-60 projects at any given time. Customers ranged from small cities configuring and setting up websites, to 250k+ enrollment school districts who used a whole suite of products that needed to interoperate.

This position functioned Tier 3 support, for extremely complex support case escalation. Also involved with assisting the support department leadership. Helped coordinate team coverage and schedule, resolve customer escalations, run standup meetings and greater involvement with development team in a bug reporting and QA lens.

I was responsible for providing technical assistance to customers, working on changes to their existing setup of SaaS products, and escalating potential bugs or cases outside of my abilities as needed. Early 2016 role evolved to a Tier 2 advanced support role, where I was the escalation point on more difficult support cases and was also involved in creation of training program for new hires, and testing new products used by our team including remote assistance and chat programs.

Departmental team lead, responsible for roughly 1/6 the floor space in 130,000 sq ft building, in charge of the electronics, entertainment, toys, sporting goods, and seasonal merchandise departments. Responsible for department scheduling, employee reviews and discipline, training, seasonal resets and planning. Later moving to team lead of the pricing and planogram departments, in charge of daily store operations for any price adjustments, or department planogram resets and refreshes.

Started in a logistics role, responsible for unloading freight shipments, and restocking shelves, as well as maintaining store inventory accuracy by reporting mismarked packages. In 2009 moved to department specialist, in charge of layout updates, inventory control, seasonal resets, and signing for the electronics and entertainment departments, reporting to a team lead of the department.