• Partnered with clients and internal teams to understand business requirements and direct the configuration accordingly.• Developed and performed quality assurance check points within my team to ensure quality and timely delivery.• Problem-solved routine to complex issues.• Provide Level 2 and 3 support to other team members.• Created and implemented tools that increase quality, security and productivity.• Tracked status and provided updates in relation to overall implementation process.• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.• Worked closely with Development and other teams to ensure client satisfaction and on-time delivery.

• Modified software as necessary including, but not limited to, changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer’s problem in a production environment, requiring extreme care and attention to detail.• Regularly troubleshot complex client application, integration and environment issues escalated from Tier 1 support.• Troubleshot/resolved customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in system operation in a networked environment.• Thoroughly documented and tracked case histories, issues, and actionable steps taken utilizing a case tracking system. Regularly update customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines.• Provided great customer support through direct customer contact, including by phone, email, and case documentation.• Managed an individual open case queue, while monitoring the team escalation queue.

• Ensured that customer escalations are managed to excellent professional standards and within Q2 policies. • Maintained customer contact to ensure support for resolution of on-going issues, consistency of approach and smooth cross department co-operations.• Followed escalation procedures in order to ensure that all customer escalations are tracked and keep all relevant parties informed of actions to resolve issues. • Demonstrated ownership of customer issues and worked proactively with Q2 departments and vendors to resolve high impact issues in a timely manner.

• Worked within a Support team in order to deliver exemplary professional service to our financial institutions both during regular business hours and part in quarterly 24/7 On Call rotation.• Investigated issues utilizing logs and audit trail in order to evaluate root cause or corrective action. • Implemented new Database values in order to allow additional products, users, accounts, product types, features or other actions on the part of the end user or the Financial Institution.• Wrote custom reports and XML/HTML documents for implementation in the UI. Utilization of Microsoft SQL Manager, TSQL, HTML and Python.

• Provided first-line telephone technical support for the Q2 Solution.• Troubleshot/resolved basic customer problems.• Answered phone calls in a high-paced environment within acceptable service levels.• Accurately recorded cases, including customer comments, proper categorization, and fully document issues for quick resolution without requiring additional contact with the customer to obtain basic details.• Used available tools, procedures, instructions, and documents to resolve technical problems.• Thoroughly documented all research/conversations utilizing a case tracking system.• Managed an individual open case queue, while being assigned new cases on a daily basis.• Received escalated cases and tasks from customers or management, and prioritized accordingly.

• Collaborated with coworkers to analyze and fix issues within the South by Southwest badge and wristband registration process. • Reinforced tier 1 desktop support skills by providing support for 25 printers and 50+ MacBooks. • Bolstered face-to-face customer service skills by breaking down complicated processes into simple explanations that others can understand.

• Strengthened crisis management skills through correcting personal computer related errors during stressful end of semester final exams• Furthered personal expertise in providing desktop support of an office environment • Reinforced customer service experience by working with students to diagnose and repair issues with testing software

Assist in the maintenance of the Tarlton Law Library's computer network on a day to day basis. While also providing tier 1 network support to any students and faculty experiencing computer related issues.• Honed technical support skills and tier 1 networking abilities• Worked closely with co-workers to isolate and resolve time-sensitive network errors • Enhanced qualitative reasoning skills which were then applied to troubleshooting and computer maintenance issues

• Refereed recreational and competitive soccer matches for children 19 years old and younger• Responsible for applying sound judgment and decision making skills under pressure• Demonstrated conflict management skills by facilitating parent disagreements

• Showed organizational skills by creating a new system to record swimmers’ times • Demonstrated computer skills by implementing new software to organize team meets• Built management skills by running weekly practices