Drew C. Jackson Email & Phone Number

Columbus, Ohio

Worthington, Oh

Plan, define, execute and implement enhancements, new features and product lines including user interface design, functionality, processes and services• Work directly with internal and external end-users to define requirements, coordinate user groups and beta programs for projects and facilitate user acceptance testing through final sign-off• Conduct product and industry research and participate in end-user, customer and partner analysis and interviews• Advocate and ensure aesthetic and usability standards and end-user experience in all aspects and phases of project and SDLC cycles• Communicate design and project interactions by executing detailed use case scenarios, process and cross-functional workflows• Complete internal testing to validate projects meet defined functional and non-functional requirements• Write thorough documentation and create training programs to launch new products, services and features for internal and external end-users including help manuals, quick reference guides, detailed work instructions and product overviews• Plan and allocate resources for incoming enhancement and project requests and set strategic product roadmap for organization

• Managed all aspects of implementing clients, from bringing initial projects on-line to maintaining them over time.• Acted as the key contact for clients during post implementation as determined by client requirements.• Advised clients on their own internal procedures to recognize and refine best practices.• Made key day-to-day decisions to ensure project progress, 100% satisfaction, and assisted with customer inquiries• Worked with all levels of the organization to communicate and impart key customer-specific knowledge to ensure internal departments were fully prepared to support the customer post-implementation.• Worked with the Product organization as required to define new functionality or to update/upgrade existing functionality.• Performed testing to confirm functionality specifically requested by customers.• Worked independently without supervision and practiced Total Contact Ownership• Fully documented implementation including, but not limited to, project plans and current and future state process maps.• Developed statements of work for customer driven enhancements and obtained sign-off from the customer

• Developed, executed, and maintained software test plans, test designs and test cases• Implemented new testing procedures• Wrote, verified, and clarified bug reports• Performed hardware and software support and installation• Performed repair of computer systems and related equipment by removing and replacing components or reconfiguring and restoring systems• Diagnosed application errors and network connectivity problems• Supported company’s network and servers on a daily basis• Followed established processes and procedures to provide customer support to clients via telephone, email, fax, or chat utilities• Solved system problems and provide solutions using specific product knowledge, system utilities, and operating environment• Maintained knowledge of all product features and functionality through on-going training and self-initiated research and testing• Identified customer concerns and resolve or escalate customer issues within documented time frames