Dave Lake Email and Phone Number

• Communicate to clients through email or phone once a question is reported professionally and accurately to ensure understanding of the application workings.• Troubleshoot technical issues reported by testing various scenarios to duplicate the issue and document.• Escalate software issues to Engineering through Jira once an issue is isolated and replicated to review and determine a resolution and turn-around time for the client.• Collaborate with Product, Engineering, and DevOps teams to determine how the application should be working versus what it is doing based on findings from testing once and issue is raised by a client.• Documented Software and Technical procedures for improved Customer Support.Import and update security frameworks for clients as requested, loading the mappings for the controls.• Developed configuration procedures for Okta and Microsoft AzureAD SAML connections with both in-house applications to allow for SSO access.• Assist clients with SSO setup for application access; Troubleshoot any issues along the way to provide a smooth transition.• Worked with Customer Success Managers and clients on coordinating the data migrations from original in-house application to a newly developed Risk application.• Assisted other team members and collaborated on issues reported by clients, internal or external, based on strengths of expertise within the applications.• Manage Salesforce tickets to ensure proper categorizing for tracking of patterns with repetitive issues reported.• Assist Customer Success Managers, Account Executives, and other Customer Support colleagues on feature enabling for the new application through LaunchDarkly as requested for clients.• Maintain Google Forms for internal ticket submissions into Support for various company departments.• Continuous participation in special projects and application testing.

• Successfully managed software integrations/installations in both a STAGING and a PRODUCTION environment for pre-opening• Maintained timelines to meet strict deadlines to ensure all applications are fully operational prior to opening day• Provided remote sessions to 3rd party vendors to perform installations in both STAGING and PRODUCTION environments; documenting all processes to ensure accurate installation procedures• Coordinated with Quality Assurance Teams in Las Vegas to conduct testing in STAGING to ensure functionality works as expected before proceeding with PRODUCTION• Collaborated with various IT teams to ensure requirements are met for project deadlines and evaluated additional requirements based on vendor recommendations• Evaluated the systems and the needs of the business area to recommend changes and additions to the application to accommodate those requirements• Monitor and maintain systems, investigating any anomalies/issues that arise from the business area and work with 3rd party vendors if needed to correct the issue quickly• Evaluate risks and potential trouble areas during implementation process to create contingency plans to maintain timelines• Create documentation for configuration of hardware and installations for future maintenance of the systems and additional peripherals if needed• Research alternative technologies and methods to further enhance/integrate systems together to stay current in modern technologies> Tools Used: Microsoft Excel, Word, Outlook, Microsoft Project, Bomgar Remote Software, ServiceNow> Systems supported: Timelox/Visionline, Medallia, B4Checkin, Tripleplay, SCALA Content Manager, Jackpot Celebration, Everi PKMS, ALICE Concierge, FastTrak, Eleven WiFi> IT Projects Managed - Timelox/Visionline, Medallia, B4Checkin, Tripleplay, SCALA Content Manager, ALICE Concierge, Everi PKMS, FastTrak

• Responsible for handling data migration of Starwood Hotel properties to new software.• Successfully resolved several potential problems with the new software by collaboratively working with the development team in finding solutions.• Seamlessly coordinated with the team in managing test functionality of new software with existing software on the property servers. Verified all data migration functions in new system.• Worked extensively with the team in handling Project Management of properties assigned to us. • Assisted team members with migrations activities.• Maintained documentation of implementation process to minimize downtime.• Demonstrate experience using SQL, TLPe applications and Valhalla• Proficient in Galaxy and Lightspeed; Opera PMS systems

• Identify and resolve potential software programming problems and reporting all information to development for correction• Quickly resolving procedural issues with software and working with customers to understand the procedures• Maintain email and issues that come through and communicate back to the customer the solution and procedure in a timely and efficient manner• Answering calls as they come into the office to prevent backlog from forming to resolve sensitive and potential financial impacting issues• Assist with BANK and Out of Balance issues with other 2nd level Specialists when requested or time allows• Assist with training of new employees during live coverage when assistance is needed• Utilizing tools (WebEx, etc.) to problem solve and evaluate potential LightSpeed issues with customers• Periodically assist QA with testing of new software before deployment