In this role, I manage the information technology user experience; including selection of hardware, software, and tools, as well as the process of implementing, improving, and maintaining related systems.I troubleshoot issues to root cause and communicate status to users, ensuring resolution both short and long term. Manage service requests queue through triage, escalation within IT, and follow-up to meet SLAs.I create documentation for new and existing processes, workflows, and/or fixes to enable faster resolutions and accurate system knowledge transfer.I install, configure, and maintain end user workstations, devices, and systems through relevant life cycles.Perform and/or oversee software installation, configuration, upgrade, and deployment. Upgrade, maintain, and configure replacement devices, disk drives, printers, and other equipment.I provide technology orientation and training to new and existing company staff. Document, assist, and/or lead various training and instruction for system users on operating systems and other applications; assist users in maximizing use of network, computing systems and a variety of applications.I monitor, maintain, test, and report on backup and disaster recovery processes to ensure data is protected meeting business defined objectives. Assist in maintaining license compliance for department/organization and network security.I report to the Manager, Information Technology

In this role, as member of the People Ops Team, I was the admin for internal tools and applications. I also procured and managed company equipment; created content for Campspot's learning management system; identified, managed and completed various company projects and initiatives; assisted with new employee onboarding; maintained HQ office WAN/LAN environment and attended to other tasks as they arose. I reported to the Director of Software Delivery then to the Vice President, People Ops.

In this role, I used manual quality assurance techniques to test stories for the Data Science and Reporting team. I also assisted/consulted with the team on continuous product improvements.

In this role, my primary focus was to coach/unblock a team of Software Test Engineers and Quality Assurance Specialists. I also facilitated weekly 1:1’s with each team member; assisted with test case creation and execution; assisted with new employee onboarding; was a facilitator for Scrum ceremonies; participated in Incident Management response and attended to other tasks as they arise. I reported to the Director of Software Delivery, then to the CTO.

In this role, my primary focus was to create test plans, document test cases, record test progress and results; identify, isolate, and track bugs throughout testing and surface any unforeseen problems that users might encounter to Engineering and Product departments for all development teams (Marketplace, Campground Software, Enterprise and Mobile) at Campspot. I also reviewed user interfaces for consistency and functionality, attended Scrum meetings - grooming / retrospectives, communicated between business and dev teams regarding product launches/bug fixes and documented/resolved customer-reported issues. In addition to my primary responsibilities, I maintained HQ office WAN/LAN environment, conducted and advised on accounting-related questions, prepared monthly/quarterly/annual accounting documents for clients. My qualifications include operating in an Agile environment, some experience using SQL, working knowledge of QA software, tools and processes. I'm also a critical thinker with excellent problem solving skills while being a team player that has great time-management, interpersonal and communication skills. I reported to the COO, then CTO, then to the Director of Software Delivery.

In this role, my primary focus included working with campground/resort staff on questions of a technical nature; assisting and completing various account setup/onboarding and support related tasks; courteously sharing product knowledge with campground management and staff at their request by phone, email, and remote desktop demonstration. In addition to my primary responsibilities, I attended trade shows, conducted in-person and virtual product training sessions, onboarded new employees, repaired company equipment and maintained HQ office WAN/LAN environment. My qualifications include a proficiency in Google Workspace and Microsoft Office apps; having excellent written and verbal communication skills while maintaining a patient and courteous demeanor when working with customers. I have an attention and obsession for detail and accuracy by effectively and efficiently solving problems ranging in difficulty while demonstrating my ability to manage multiple, simultaneous, and sometimes competing priorities. I reported to the COO, then to the VP of Business Development.

Advanced video, high speed internet and telephony technical support for internal and external customers within the Central, Midwest and Southeastern United States. Triage and resolved escalations.

Installed and serviced video, high speed Internet, home networking, and telephony products and services.