 Grew the development team from four resources to over 60 full-time telecommuting resources while reducing the average cost of development units by 25% and delivering a quantifiable 10 fold increase in usable coding output in the first two years in this position Served as both a technical and operations resource to conceptualize, code, implement, and oversee maintenance of software programs for outbound dialing, inbound call management and CRM integration, affiliate commission management, hourly and pay-per-unit payroll, and automated, performance-based routing of various work units Oversaw and facilitated the implementation of various security critical measures necessary for PCI certification and other vendor-related multi-part authentication schemes Ensured data and system availability for operational reporting, customer support operations, payroll, and sales marketing tracking and payouts through the implementation of redundant virtual environments and tiered backup and standby solutions Implemented high-availability solutions and system alerts utilizing external monitoring, Windows Cluster Service, and SQL Availability Groups Served as senior code reviewer and mentor / adviser to the programming team Provided mission-critical ad hoc reporting and data services to other executive team members Acted as primary coding resource to the CEO

 Provided implementation support for Microstrategy to small and large businesses in the consumer services, healthcare, and education sectors Designed, implemented, and evaluated ETL solutions for combining disparate data sources into a cohesive, reportable data structure Strategized with business unit leaders to prioritize and optimize data output for consumption

 Conceptualized and designed an integrated solution for automated performance management and communications Developed pre-release prototype of a novel enterprise software solution Acquired first client and oversaw beta implementation of a novel enterprise software solution Managed a small team of partially-engaged developers in building a startup company with minimal resources

 Implemented eWorkforce scheduling solution across multiple business units to provide forecasting, scheduling, and cross-trained worker optimization Audited and improved call system reporting processes to ensure accurate internal and client-focused data delivery

 Improved accuracy of call volume forecasting and optimized marketing expenditures to ensure call handling Expanded use of IEX TotalView scheduling to provide forecasting, intraday line management, and operational group break and meeting schedules to minimally impact call handling Designed and implemented a quantifiable performance management solution for various work streams to ensure efficiency and recognition of desired work behaviors Automated incentives including schedule and team assignment based on quantifiable performance objective attainment Overhauled and re-implemented a call quality process and team to ensure consistency between operations management and support monitoring through a multi-faceted monitoring approach and calibration processes Led the design and implementation of a custom, internal system for delivering news, information, recognition, performance data, and ISO-9001 compliant forms and reports through a single company-wide web-based resource center

 Moved from answering customer service telephone calls to senior management position, serving as an internal consultant for the development of enterprise performance management systems across over 10,000 employees.