• Assisted Sales in securing a 1200% increase in new web portal contracts during tenure by leading demonstrations and small group training sessions with both strategic decision makers and end-users• Understands customer requirements to ensure final product updates exceed client expectations• Authored and formalized training documentation of best practices, product SOPs and policies; provided training to internal training groups and directly to clients• Routinely performed QA testing, including validation of security patches for Sharepoint and Spotfire• Performed all UAT for web-based client portal (SharePoint), a proprietary eCDM system, and digital signature portal (CoSign), and supported clients through the process• Served as an ITIL and Incident Management System Administrator, with experience utilizing multiple platforms including ChangeGear and Service Now

• Acted as client advocate by understanding needs of multiple independent organizations from esoteric detail to conforming to federal mandates• Provided redundant feedback for product and process improvement, and worked through configuration to meet clients’ specific needs • Established new role on team as Infrastructure Subject Matter Expert, and ITIL System Administrator• Led key clients in transition to new federal servicing platform, and provided training and support for best practices