• Provided managerial support to twelve county technicians across the southwest region of Georgia from implementation of election equipment through the successful completion of the 2020 Presidential and 2021 Statewide run-off elections. • Trained new hire employees, associates and customers on Dominion products and procedures.• Tracked employee performance, weekly reports, time and attendance to promote adherence to company expectations and regulations.• Coached county technicians on system and procedural issues or updates, to optimize their potential on the use and knowledge of Dominion voting products. • Communicated directives from the Secretary of State, project managers and election officials to county technicians and election supervisors to ensure compliance with local, state and federal rules and regulations that pertain to the operation of election systems.• Monitored and assisted with election systems logic and accuracy acceptance testing.• Coordinated effectively with election supervisors, project managers and technicians on return equipment deemed to be defective under warranty and delivering new or refurbished products to the counties.• Provided virtual and on-site election support services, demo training, interfacing with the general public, internal customers, technicians, associated vendors and regional election supervisors and officials at the Secretary of State. • Identified and reported software and hardware related issues to contribute to ongoing product development.• Prepared and submitted weekly and monthly reports to senior managers on key performance metrics

• Assisted in triaging Helpdesk incident tickets by troubleshooting, answering questions factually, addressing all issues, supporting user adoption, self-sufficiency and issue resolution. • Synthesized and analyzed end user issues to identify common trends, escalated unresolved issues through appropriate channels, communicated incident progress and resolution to end users where appropriate. • Partnered and liaised with client leadership and stakeholders on key system performance issues and resolutions.• Participated in training and encouraged user adoption of application technology by providing on-site demonstrations, over the shoulder support and virtual assistance to minimize impact to constituent service through effective support.• Supported communication of temporary processing methods for critical business processes. • Managed contractual deliverable submissions by gathering project data, administratively reviewing technical files and/or documents received from internal IT team, following up as needed to deliver submissions accurately and on time. • Collaborated with project teams to maintain Deliverables Log (Deliverables Log includes the project deliverables) or work products that require approval signatures. Updated internal database with approved hours toward Change Requests.• Assisted to maintain new onboarding and off boarding of employees and/or contractors on the project. • Provided project status reports and communications to internal and external stakeholders.• Responded to project governance body information requests via email and phone request.• Supported project manager and team leads as needed or as duties are assigned.

Performed a variety of roles to The Department of Health and Human Services (DHS) modernization projects in Georgia, Ohio and Louisiana that include User Acceptance Testing (UAT), Field Application Support, Helpdesk 2.5 Incident Triage, Project Management Office (PMO).• Supported User Acceptance Testing (UAT) by working as a liaison between application developers, functional team members, and the client in developing testing strategies that would allow the user to effectively test logged defects that were corrected by developers. Worked with the client throughout the testing phase to see that defects are closed within a set timeframe so that the application fix can be promoted into the production environment for general usage across the state. • Provided Field Application support to the State of Georgia, Ohio and Louisiana, assisting managers, supervisors and case workers in DHS on the user adoption of an Integrated Eligibility System developed by Deloitte, to minimize potential negative impacts to productivity through effective identification, escalation and resolution of application issues to manage client eligibility for health and human services.• Assisted in triaging Helpdesk incident tickets by troubleshooting, answering questions factually, addressing all issues, supporting user adoption, self-sufficiency and issue resolution. • Synthesized and analyzed end user issues to identify common trends, escalated unresolved issues through appropriate channels, communicated incident progress and resolution to end users where appropriate. • Partnered and liaised with client leadership and stakeholders on key system performance issues and resolutions.• Participated in training and encouraged user adoption of application technology by providing on-site demonstrations, over the shoulder support and virtual assistance to minimize impact to constituent service through effective support.

Served as consultant to ADP client’s supporting HR practitioner Vantage products / technologies. Leveraged deep understanding of client business practices and provided solutions to meet client needs.• Consulted with ADP clients to deliver comprehensive human capital management solutions, driving HR, time and attendance, payroll, and benefits.• Partnered with key client stakeholders to understand business structure, analyzing existing systems, interface requirements, and business processes and introducing optimal product solutions.• Incorporated new processes, tools, and approaches by recommending ADP solutions.• Liaised effectively with internal and external project teams, promoting transparency of information and managing priorities, timeliness, and issues..• Met clearly defined targets in high-pressured metrics environment, demonstrating in-depth understanding of product line and working to impeccable ethical standards.

Provided healthcare product support to the Department of Defense (DOD) and private hospital clients, ensuring that medical consents are processed effectively throughout Electronic Health Records (EHR) systems nationwide.• Partnered with clients via telephone, web site, and email to create or update support ticket information daily; maintained history records and related problem documentations for the quality, accuracy and timelines of the initial support contact.• Performed technical / application support; demonstrating in-depth understanding of professional services, project implementations and any other department activities to cover workload to meet departmental objectives.• Provided end-user training when necessary to empower users to be more self-sufficient while reducing support volume by 15%.• Developed client relationships while understanding their needs for business and the expectations of support teams.• Participated in new and existing product investigations, analysis, support development, documentation, and training to effectively understand, anticipate, communicate and deliver against client needs, requirements, and expectations.• Executed and maintained reports for stakeholders on project volume, statistic’s tracking, and queue monitoring.

Served as an Implementation analyst on new projects and worked along with the client and associated team members, developers, program owners and stakeholders to effectively implement project from inception to completion while minimizing any erroneous occurrences within the software product.• Provided readiness assessment and recommendation relative to moving implementation projects from inception to testing, then into production environments. • Exercised independent and collaborative judgment of problem solving to determine the appropriate course of action during an implementation based on the data analysis performed.• Monitored healthcare data between 2 (Import /Export) endpoints while utilizing HL7 format.• Reviewed incoming technical issues from customers and perform initial development troubleshooting, documenting incidents and reporting data as required for timely matrix project turnover, and meeting success metrics for the organization.• Resolved customer related issues with the software product by creating SQL queries and scripts, altering as needed, to rectify data integrity product concerns to eliminate future occurrences.

Provided administrative and operations support to IBM business partners worldwide delivering effective, efficient and quality execution in support of all software vendor priorities.• Performed tasks to promote benefit offerings to key IBM software vendors and provided assistance in gaining access to local and remote databases which impact the development of long-range projects.• Provided client support that included assistance with account management, software access; executing and providing reports to clients and stakeholders; while developing process and procedure documentation to ensure optimal program support.• Incorporated quality reports for management and stakeholders relative to statistics based on email, call response, routing of incoming mail and responses to clients that enabled high partner satisfaction to both internal and external support groups. • Escalated existing and potential software and program issues to management and key stakeholders to ensure optimal program efficiency.

Provided program related certification support where appropriate to IBM Business partners to meet strategic business needs and goals.• Improved Channel readiness by managing the monthly process for IBM Hardware Business partners to meet their contractual and certification-related skills and requirements.• Consulted with IBM distributors, solution providers and resellers in certification compliance, program assurance, web navigation, process and procedure documentation, data entry, and address complex inquiries to support program objectives.• Nominated as Subject Matter Expert (SME) for implementation of off shore transfer of business in Manila Philippines in support of IBM business restructuring and supervised helpdesk operations for 32 employees during business transitional period and provided follow-up team support thereafter.• Consulted and trained clients, end-user support staff and business partners on the use of Information technology tools and website resources, verified certification related data were accurate and objectives were met which generated quality customer satisfaction.• Enhanced website portals by working with web content providers to redesign and ensure up-to-date content and tools in support of certification-related requirements.