o Level 3 technical support engineer on all Worksoft softwareo Lead expert on Installation & Configuration for the Worksoft Suite of products. Work with Architects to install software based on On Prem/Amazon Web Services (AWS)/Microsoft Azure Platformso Documented and diagramed customer networks for the purpose of Worksoft software installation/upgradeo Create and maintain customer support tickets within Salesforceo Mentor customers on managing/maintaining productso Developed practices on SQL Maintenance in customer databaseso Trained customers on using the Web APIs with our Execution Suiteo Configure and setup SAP S4 HANA, Solution 7.1 & 7.2 to integration with our solutionso Work with Senior Management to setup a Customer Initiative

o Lead 8 direct reports, over 80+ contractors and off-shore partner developerso Go-to resource for managing customer escalations at high-value, critical, strategic accountso Partnered with the Senior Vice President of Professional Services and Vice President of Technical Support to ensure customer issues were resolved proactivelyo Manage third party providers and partnerso Completed monthly and quarterly financial invoices for time and materialo Led consolidation of invoicing and staffing to single system of record from multiple spreadsheetso Streamlined scheduling and resource assignment process, significantly simplifying notification, time and expense reportingo Provided expert training on advanced topics for Certify product suiteo Collaborated with engineering and technical support to troubleshoot infrastructure, installation, test development as well as test execution issues impacting customerso Performed subject matter expert peer reviews on new documentation, training materials, statements of work and project estimateso Managed day to day operations of Worksoft Professional Services consulting teamo Maintained constantly changing project informationo Planned recruiting and onboarding of new consultants based on forecasted services demando Presented Worksoft at marketing eventso Advised client partners on resource and skill requirements for prospective projectso Monthly employee assessmentso Taught clients how to use Worksoft customer resources to increase adoption through documentation website, virtual training, on-demand services, onsite consulting and trainingo Worked with customers to show them how best to utilize Certify in their current working environment

o Performed weekly, monthly, quarterly key performance indicators and associated dashboard to quantitatively show real-time health of all customer accountso Maintained scheduling for over 100+ consultantso Maintained accountability and responsibility communication on all major escalations in the Professional Services teamo Performed all software installs and upgrades for all Worksoft productso Completed monthly and quarterly financial invoices for time and materialo Trusted advisor on all Worksoft productso Assisted with day to day operations of Worksoft Professional Services consulting teamo Assisted in recruiting and interviewing candidateso Collaborated with product management on new designs and features

o Worked as a consultant, performed functional and performance testing of SAP Enterprise Applications, HTML, or software as a service applications (Peoplesoft, Siebel, Workday), and custom applications, developing, executing, maintaining and documenting Certify automation test processeso Conducted on-site meetings, awareness workshops and business reviewso SAP lead for all SAP automationo Wrote and executed Certify automation regression test, role based testing and performance processeso Maintained certify automated and manual test cases to support changes to the critical business processes created by approved requests for comments or defectso Provided weekly status reports to clients and management involved in projectso Engaged with functional subject matter experts to identify and understand business requirements and promote successful functional regression testingo Maintained strong working relationship with consulting resources on the project and the industry partners involved in the implementation projecto Helped redesign and streamline how training was being delivered to the clientso Mentored team members on the Worksoft Product Suite

o Helped maintain the existing manual testing infrastructure and setup for future test script automation (Peoplesoft)o Reviewed current Automation software vendors with point of contacts on the productso Assisted with the manual testing effortso Built test cases around a new customer relationship management application being deployed

o Test Script Validationo Wrote Quicktest Professional scripts for automating manual testso Worked in two Pharma companies validating their manual tests were within the pharma compliance standardso Imported manual scripts into Quality Center

o Supported three major SAP go lives through automated and performance testing scriptso Created and maintained hundreds of eCATT and Quicktest Professional scripts for testing unit, integration and regression processeso Maintained test plans in Quality Centero Used Loadrunner to test performance on servers, during a multi-country go-liveo Moved an entire warehouse of materials out and then moved it back in, to update the warehouse hierarchy