24 / 7 tech support for client end users of website application.Manage client tickets via the Service Now platform. Use Dynatrace to monitor abnormalities in website performance. Frequently discuss the status of open tickets with the client. Ensure Service Level Agreements are met in triaging and managing client issues. Use root cause analysis for high-severity tickets to reduce repeat performance issues. Work closely with internal implementation team members to understand how new code will impact end users for performance analytics.

Lead an onshore/offshore team of QA testers in an Agile environment. Clearly and effectively communicate with a critical thinker mindset in a fast moving high expectations client led relationship environment. Attend daily conference calls with the client that include defect management. Provide honest feedback to management and team on what’s working and what needs to change to make the process better for everyone.

Lead a team of offshore Quality Assurance (QA) manual testers in handling and managing project/process activities via daily conference calls, emails, etc. Analyzed the development of the project software quality assurance plans and implemented procedures that followed and conformed to a defined process in conformance with contractual requirements of the client. While using the Quality Center application, I wrote test cases, executed test cases, managed the defects on the project, held defect review board (DRB) meetings with vendors, wrote test plan and test report documents in a Waterfall type lab environment.Reported on my team’s observations and comments to project staff, line management of the organization, and the client which included test estimation timeframes, test planning and test report, daily project tracking and escalation of issues. Lead requirement clarification conference calls between my QA team and the client to ensure we (QA) were on the same page with what was being asked for our involvement in the project. Provided an independent assessment of how the project's software development process was being implemented relative to the defined process and recommended methods to optimize the organization's process.Trained new hires to the Quality Assurance (QA) team until they needed no further training support. When project/software documentation was not available or lacking, I wrote product reference manuals (sometime in the hundreds of pages) to educate myself and my team members on how the software was supposed to work. Acquired a strong banking domain experience while contracted to Fifth Third Bank (5/3 Bank) during my entire employment with SLK in a professional work environment.

Conversed with highly knowledgeable HR managers on their company retirement plans.Persuaded clients to change their 401k plan structure to keep their participants happier.Played Sherlock to clients questions with plenty of research to back up the answers.Gave online demos to HR department heads on the state of their 401k plan administration.

Lead a team of 5 in a cyclical environment of mailing quarterly statements. Balanced the speed of mass orders against customization of some clients. Made on the spot decisions on which clients get ordered and mailed before the rest. Was a hawk on ensuring grammar and spelling was top notch at all times. Audited my team's work so that no one was dragging in quality. Looped in the manager on the team's health to keep his connection to the team.

Conversed with over 80,000 people to help get their bearings on what their 401k plan was all about. With persuasion and a reality check, I helped customers keep their 401k plan from turning into a 201k plan.Honed the rare skill of listening twice as much as I talked.Projected my voice so the customer could hear my smile through the phone.Handled conversations with people who were sharp as marbles and people sharp as knives, all with the same attention and care. Obtained Series 6 and 63 Financial Licenses.