• Sort and prioritize feature requests from clients.• Write Github issues for the development team to add feature requests to the queue. • Check in with developers on timelines for completion to keep projects on track.• Identify, log, and recreate bugs.• Report bugs to the development team while identifying and recommending solutions or improvements.• Generate new product ideas that grow our presence and improve overall customer experience.• Drive product launches with leadership team and development team.• Conduct testing to ensure products perform according to user requirements and within established guidelines. • Work with internal stakeholders to review tickets before they are released.• Create written documentation and procedures for testing and compliance.• Based on interaction with our customers, provide insights to the development team on how we can make our platform easier to use, and reduce confusion and customer service calls.• Communicate to the sales and development teams the features that routinely wow our customers so that we can build on them and use them in marketing our products to new customers.

• Conduct testing to ensure products perform according to user requirements and within established guidelines
• Identifies, logs, and recreates error codes, bugs, and defects 
• When a product does not perform within specifications, reports defects to the 
development team while identifying and recommending solutions, improvements, and 
updates
• Create written documentation and procedures for testing and compliance • Based on interaction with our customers, provide insights to the development team on 
how we can make our platform easier to use, and reduce confusion and customer 
service calls

• Trained customers in the functionality and use of the software.• Based on interaction with customers, provided insights to the development team on how to make the software easier to use, and reduce confusion for customers.• Built mobile apps and submitted them to the Apple App Store and Google Play Store.• Made modifications to customer websites using PHP and JavaScript.• Made contributions to the bidding platform repository on Github.• Maintained Knowledge Base of Support articles for internal/external use.

• Partner with the internal Integration team for technical solutions to migrate/integrate customer data into our iCIMS Platform.• Create mapping documentation detailing fields and transformations from source and target systems.• Develop data translation objects and data processing flow using current tools and software.• Work closely with project/account managers on customer-specific initiatives that involve data translation or integration development.• Work independently to coordinate and solve highly complex technical data communication andtransformation issues.• Design, test and implement data translation objects (maps).• Troubleshoot technical issues related to data transformation and flow.• Analyze customer data specifications and provide gap analysis.• Create documentation for future reference, training and support purposes.• Write transition plans to move development work Into various environments.• Mentor others regarding setup and development of integration technologies, including internal toolsets, XSLT and partner configurations.• Facilitate training on integration techniques and methods, including creation of documentation for such training.

• Handle all deliverable-related projects for iCIMS client base, including electronic form modifications, configuration and modification of flat-file and API data feed transfers.• Conduct data migrations from clients’ legacy systems into iCIMS. • Assist clients in organizing legacy data into proper format for import into iCIMS.

• Handle all deliverable-related projects for iCIMS client base, including electronic form modifications, configuration and modification of flat-file and API data feed transfers.• Conduct data migrations from clients’ legacy systems into iCIMS. • Assist clients in organizing legacy data into proper format for import into iCIMS.

• Train end users and new hires on how to best utilize iCIMS software. • Learn and master systems to effectively communicate to customers the best and most efficient methods of utilizing iCIMS software• Handle incoming service and troubleshooting requests from clients.

• Managed the Tier 2 Support Team.• Coordinated and supported preparation activities.• Set schedules for all members of Tier 2 team.• Scheduled and led weekly Tier 2 team meeting. • Coordinated with staff to ensure all quality checks were done each morning.• Interviewed, hired and trained new Tier 2 team members.

• Provided customer support and technical assistance to remote learners.• Trained instructors in setup and proper use of AnyWare technology. • Troubleshot remote learners hardware/software issues via telephone, email, and Internet chat.• Tested and provided feedback on new software releases.• Updated and maintained Tier 2 support wiki using SharePoint.

• Performed PC desktop support for over 100 employees throughout the law firm, via telephone, email and in person.• Installed and upgraded clients’ machines.• Diagnosed and solved end user hardware/software issues.• Active Directory Administration.

• Provided quality technical support with a high degree of customer service, technical expertise and timeliness to internal and external customers. • Provided customers with support regarding both hardware and software issues via telephone and email.• Provided training to clients in the use of systems and applications related to business function.• Analyzed and fine-tuned final user documentation.