As a Client Success Manager III, I am a passionate, motivated, and customer-focused individual with strong industry, technical and relationship management experience . I am driven to achieve positive outcomes for our customers and possess exceptional interpersonal, technical and analytical skills to ensure a healthy depth to the client relationship at all levels and with all internal teams and customers.

As a Customer Success Manager I am motivated by the success of my clients. I am passionate to help my clients be successful and assist them in providing leading care to their end users. Working cross functionally and collaboratively I am at my best.

Responsible for all aspects of execution and delivery for new client implementations onto our Managed Accounts solutions platform. This hands-on position requires significant client contact and coordination with internal operations and technology teams to implement and service new clients. The Technical Customer Engineer will work with clients to develop and manage to an implementation plan, including platform configuration, custom integrations, data conversions, and testing.

Responsible for supporting all of the technical aspects of new and existing clients in the Home Health, Hospice, and Private Duty agencies. This included client agency hardware and software infrastructure, network and VPN configuration and connectivity, point of care device deployment, data conversion, and other technical application aspects of the implementation of the Office and Mobile software platforms.• Successfully implemented over 75 clients (from 20 to 2000 users) utilizing HealthWyse point of care software, providing greater functionality and compliance measures.• Delivered technical training on installation and support processes, increasing customer satisfaction and installation efficiency.• Offered pre-sales technical consulting and support to the Sales team in the sales process, providing audience-appropriate technical information and answering technical questions.• Assisted the Customer Support team, resolving high-level Customer Support issues and requests (upper-level tier support).• Managed integration of Home Care CRM, Home Care Gold, and other CRM vendors with the HealthWyse software.• Analyzed and resolved complex technical issues and problems.• Provided presales technical support and consulting, supporting new client prospects, new business, and trade show exhibits.• Created and managed all internal and external technical documentation, providing easy to understand and follow instructions and allowing customers to troubleshoot issues independently.• Created technical videos for the training portal using Camtasia. Videos were available to customers and assisted with self-service issue resolution.• Built and maintained relationships with current and past customers, building trust and loyalty.• Consistently recognized for outstanding performance and contributions to the organization.

Responsible for providing technical software support and guidance to all levels of Information Systems in the areas of selection, implementation, maintenance, support, and development of third-party and internally developed retail systems. Supported 200 stores and approximately 5000 users.• Ensured compliance with Sarbanes-Oxley and all company and regulatory procedures, maintaining adherence to state and federal guidelines.• Provided functional and technical guidance to advanced users throughout the end-user population. Delivered third-level software and application support for all point of sale applications and payment processing functions.• Maintained and managed the Unix-based payment processor application for IBM Point of Sale 4690 Application.• Implemented and maintained all Payment Card Industry (PCI) and credit card associations’ regulatory compliance on the ISD Credit Payment Switch. Managed all facets of the sales process from the front end through transaction audit and settlement processing.

Responsible for selling, installing, training, consulting, auditing, and providing technical assistance to new and existing Ace Hardware dealers. Converted existing Inventory and Accounts Receivables data onto to the Eagle for Windows platform (Retail Point of Sale and Inventory System).• Managed the technology needs of over 200 Ace Hardware stores in New York and New England, providing on-site training, consulting, and assistance related to the usage of the Eagle for Windows Computer System (Point of Sale, Inventory, Accounts Receivables, Accounts Payables, and Ordering). • Assisted local platform specialists in the physical setup of hardware and in the creation of the in-store network. Offered network service in absence of the Local Platform Specialist.• Provided the Regional Business Managers with sales leads for new and existing business related to inventory control management and point of sales computer systems.• Managed projects related to the coordination of the opening of new stores, including the installation of network equipment, phone and data lines, hardware, software, and training on the inventory software.• Closely managed travel and supply expenses, resulting in 20% budget savings each year.• Implemented and trained staff on best practices for inventory management software, resulting in a reduction of unnecessary inventory.• Conducted user group training sessions for over 30 retailers, increasing skill and knowledge of the software.• Recipient of the First Quarter 2005 Team Performance Award.• Received Helpful Hardware Award in July 2005, offered to high-performing employees by district.

Responsible for selling, installing, training, consulting, auditing, and providing technical assistance to new and existing Ace Hardware dealers. Also, converts existing Inventory and Accounts Receivables data onto to the Eagle for Windows platform (Retail Point of Sale and Inventory System).

System Administrator at 24x7 Data Center monitoring over 500 Servers. Created Active Directory Accounts,created and managed Exhchange accounts, created Technical documentation, perform system backups and respond to 3rd Tier Customer Support issues. Provided systems technical support externally to over 500 servers in an ASP network that serviced Fortune1000 firms and small companies. Responsible for internal support of 300 end users.• Collaborated in the planning and development of new systems to support expanding business. Deployed and installed new hardware and provided support for the installation, training, and utilization of new applications.• Diagnosed system problems and implemented solutions for system and network integrity. Designed and implemented improved procedures for rapid response.• Created new user accounts, monitored capacity, and expanded system requirements to support user base.• Monitored network traffic, network events, and infrastructure to ensure balanced capacity and maximum uptime, reducing requirements for new hardware.• Configured web servers and supported and implemented VPN solutions. • Updated over 600 servers with IP address, physical location, domain, and what companies (ASP model) accessed the servers.• Monitored, using Simplex and Building Automation systems, the physical building, including fire protection, security, and power units.

AS400 System Admin