As a valuable member of the management team, we work to identify innovative solutions for child-care subsidy providers across the United States. Drawing upon my professional experiences, I bring a wealth of expertise that significantly contributes to our collective success. Focusing on our numerous, unique government contracts and a child care provider base of over 4,000 nationwide. I skillfully collect, analyze, and prepare comprehensive reports on SLAs, SLOs, and SLIs to assess performance and identify areas for improvement including automating reports for accurate and on-time delivery. Leading a team of office management and customer service agents, both in-person and remotely, I create a collaborative and productive work environment. I spearheaded the logistics configuration for our new, system-wide ERP/CRM platform. Moreover, I actively contribute to the achievement of our company objectives while continuously enhancing our procedures and processes to drive organizational growth.

As an integral member of the Bitcentral Implementation team, I love having the opportunity to showcase my skills and expertise. I have a knack for optimizing processes and automating workflows enabling our clients to work smarter, not harder. For a company that evolves with the media industry to provide on-site and cloud-based video management solutions, I personally ensure seamless operations for over 300 television news stations worldwide. I organize and execute system validations to guaranty optimal performance and functionality. This requires close collaboration with station engineers and IT personnel to effectively coordinate the integration of software and hardware components across unique and diverse operational environments. Proactively identifying and resolving any issues that may arise. I make sure our clients enjoy uninterrupted service and complete satisfaction. I prioritize effective communication to ensure that all relevant information is conveyed to the customer and for our internal records. I take my professional development seriously, continually keeping up with current and emerging technologies to remain at the forefront of industry advancements.Designed and developed a Visual Basic application that revolutionized the implementation process for customers. By providing a user-friendly interface and eliminating guesswork, the application has significantly reduced effort and manpower required by customers. Its streamlined approach ensures accuracy resulting in enhanced efficiency and customer satisfaction.

Technical Support Engineers at Bitcentral are an important cog in the wheel of keeping customer solutions on track and functioning at peak levels. I support over 600 television news stations all over the globe in this role, working both remotely and on-site. It is my responsibility to ensure prompt resolution, proactively monitor and maintain a vast network of remote servers, and optimize configurations for the best hardware and software performance possible. Swiftly identifying the source of problems, I implement effective repairs to minimize downtime. Together with these responsibilities, I also provide daily scheduled and on-call support to assist customers with timely and reliable support addressing their technical needs.

As the Customer Support Manager at QuestSoft, Inc., I played a crucial role in ensuring the success of our clients in submitting mandated regulatory reports. I supervised and trained our customer service staff to deliver exceptional support and ensure compliance with mandated federal reports for our clients on a national scale. One notable achievement was the design of a revolutionary plugin that streamlined the integration between our web-based client interface and CRM database. This innovation resulted in a drastic reduction in implementation time, from days to minutes, enhancing data integration and providing an improved user experience. Moreover, the plugin closed a substantial revenue loophole by serving as a vital checkpoint interface between internal databases and our customer-facing website. This successful initiative facilitated the smooth transition of clients to their respective paid service packages, leading to a significant increase in company revenue. The plugin remains in use today, delivering ongoing benefits. Additionally, I played a vital role in maintaining and optimizing QuestSoft's technology infrastructures as standing manager of the IT and Development departments, ensuring reliable and efficient operations making a significant impact, leaving a lasting legacy.

Install and maintain Linux-based proprietary lane monitoring software to record and analyze transactions. Responsibilities include leading a training program for technicians and completing equipment installations on various state route toll roads. While holding this position I provided 24-hour on-call field service support.