• Responsible for overseeing Command/Apex related projects are completed within expected SLA by working with the business and IBM support teams.• Liaison between software vendors and application owners to coordinate support, upgrade and maintenance of applications• Create new documentation for applications and procedures by working with subject matter experts. • Collaborate daily with teams to understand pain points and process improvement• Improved application stability and performance by understanding issues and offering recommendations to infrastructure teams.

• Created better experience for business customers by directing team on P1/P2 cases and empowering them to offer solutions that help resolve critical issues within SLA time period• Improved performance on systems by working with Infrastructure teams. Established monitoring and alerts on application/database servers which allowed our teams to be proactive for the business.• Instituted long-term plan which improved our ability to support business partners when applications go live. Plan involves consulting with business analysts to provide details on project, timelines, and tasks for new applications or upgrades.• Increased knowledge transfer among team with training sessions on new processes, features, tip and tricks with applications. Cross training on applications allows team to assist each other on projects.• Developed new technical interview process for potential new hires on team, which gave us insight to a candidates thought process when working through technical issues for an application.• Established a initiative to drive the team to collaborate with other IT teams in order to obtain the necessary information to assess our systems, and proactively determine any risks that can potentially affect our applications and business customers. This initiative has uncovered many potential issues that we were able to prevent by addressing them proactively.

• Provided guidance on features and best practices to improve clients documentation and performance.• Planned strategic visioning and planning sessions to assist customers in their implementation of ANCILE products as well as facilitating learning events to train documentation authors and project administrators which improved their process.• Educated clients in understanding the use of uPerform, as a part of their overall documentation, training strategy.

• Managed Tier 1 team and provided Tier 2 level support for organizations Top 25 clients across North America.• Provided support to the QA team by volunteering for testing during release phase, and triaging. high volume of bugs that need to be validated.• Achieved Tech of the Month 3 times for being lead ticket closer.• Trained/Mentored new hires as part of their on-boarding process

• Supported nMarket software energy clients to conduct shadow settlements and keeping track of vital data that is conducted on each business day.• Contracted projects at Hess and GDF Suez implementing nMarket software. Assist in any conflicting data issues being displayed in nMarket between the ISO and client. • Tested product releases prior to release to market for client. Learned new features which helped consult clients on their business uses cases with nMarket.

• Traveled extensively to present, demonstrate, and implement products built on SQL, Access, ASP and .NET at major accounts, including Top 100 club management facilities in North America.• Met with clients’ management department to evaluate business practices and integrate them with company’s products for optimal performance.• Consistently maintained client satisfaction by analyzing their accounting methods, and developing setups to help them smoothly transition from old product to new one.• Consulted with clients on data conversion to maximize speed and efficiency during integration of new software products.• Able to quickly learn new product and travel on short notice in order to train high-profile clients during exceptional circumstances.