Still a Determined Customer Champion - providing the best analysis of client issues and resolutions in software and IT support,, using those analysis skills to automate QA and testing as well as improve customer training and communication.

Responsible for technical software support, software quality assurance/ testing for bug verification, SQL reports, training articles and videos as well as guidelines, Awards:2017 QuickPivot Core Value award for design, programming and testing of web UI account/ properties listing program/ tool (written in C#, using VisualStudio IDE). QuickPivot 2016 Silver Scribe for redesign of the QuickPivot Help Portal, a client-facing web portal programmed via a custom theme in Zendesk using… Show more Responsible for technical software support, software quality assurance/ testing for bug verification, SQL reports, training articles and videos as well as guidelines, Awards:2017 QuickPivot Core Value award for design, programming and testing of web UI account/ properties listing program/ tool (written in C#, using VisualStudio IDE). QuickPivot 2016 Silver Scribe for redesign of the QuickPivot Help Portal, a client-facing web portal programmed via a custom theme in Zendesk using HTML/ CSS/ JavaScript. • Designed and programmed new Zendesk Guide Help Portal (custom theme). Added new functionality to the Help Portal for article categories as well as selection of ticket forms for new requests.• Designed and programmed new tools in C# and SQL to enable tasks to go smoothly that would have previously required SQL back end updates. • Analyzed all API calls prior to moving from SOAP to REST for production team.• Liaison between engineering, customer success and sales on technical issues affecting clients. • Answer escalated technical support requests. Escalate to other teams as needed (JIRA)• Update and write new knowledge base and documentation (Confluence) for internal use.• Design and record videos for training clients on product as well as product articles for Zendesk Guide Help Portal.• Internal support for other client support specialists, including any defect confirmation and tracking as well as software quality assurance/ testing of function changes pre / post software deployment. Show less

Responsible for technical software support, IT tasks/ updates, SQL reports, training guidelines, client contract renewals/ communication and software quality assurance/ testing.• Supported all clients on the Legacy Learning Management system, including updating their web pages using HTML, JavaScript, jQuery and analyzing their needs to determine what programmatic changes were required for system upgrade proposals.• Moved the Legacy Learning Management System from physical servers to the… Show more Responsible for technical software support, IT tasks/ updates, SQL reports, training guidelines, client contract renewals/ communication and software quality assurance/ testing.• Supported all clients on the Legacy Learning Management system, including updating their web pages using HTML, JavaScript, jQuery and analyzing their needs to determine what programmatic changes were required for system upgrade proposals.• Moved the Legacy Learning Management System from physical servers to the Microsoft Cloud, including all IT tasks: IIS, VisualCron for task management, SQL database and performed system quality assurance and testing.• Supported partners on the legacy and Talent Learning Management system, training them in new client campuses and all system administration functions.• Internal support for other client support specialists, including any defect confirmation and tracking as well as software quality assurance/ testing of function changes and pre / post software deployment. Show less

Responsible for analyzing client business models for customer configuration and implementation of the SyberWorks Training Center Learning Management System, including:• Analyzed customer business models for customer configuration and implementation of the SyberWorks Training Center Learning Management System, including designing Hierarchy Reporting structures, Competency Management, Monitor groups, and e-commerce to reflect the customer’s business plans.• Designed, coded and tested web… Show more Responsible for analyzing client business models for customer configuration and implementation of the SyberWorks Training Center Learning Management System, including:• Analyzed customer business models for customer configuration and implementation of the SyberWorks Training Center Learning Management System, including designing Hierarchy Reporting structures, Competency Management, Monitor groups, and e-commerce to reflect the customer’s business plans.• Designed, coded and tested web pages using HTML, Javascript and Jquery libraries.• Integrated the SyberWorks Training Center Learning Management System with existing customer systems for both HRIS and Data export to HRIS.. • Designed, programmed and tested SQL custom reports.• Coordinated interfacing third party courses using and interpreting the course standards SCORM 1.2, SCORM 2004 and AICC. • Analyzed web traffic for customer websites using NetTracker.• Performed IT functions on various servers including IIS 6,7,8; determined and scheduled daily/weekly/monthly tasks; and backups for customers. Show less

• Develop, design, edit and test courses for clients using the SyberWorks Web Author and client source materials. • Course development includes interactive elements including test questions, in lesson questions, demonstrations, rollovers, etc. to make course visually exciting.