- Interface with the client to understand issues they are facing in their everyday use of the system. - Solve complex problems by collecting and interpreting data. - Work closely with other specialists to troubleshoot issues and implement configuration items, including: application engineers, code developers, product managers, business analysts, quality assurance, and network engineers. - Analyze data to identify areas of oncoming trouble or opportunities for process improvement. - Implement configuration items, monitoring modifications and upgrades, and troubleshoot existing processes. - Perform qualification and validation activities as needed to bring new / modified processes into production. - Become an expert in application features and functionality.- Gather process data - analyze the data for process design improvements.- Work on multiple projects / enhancements / defects at one time.- Readily identify subtle and obvious information needed to enhance decision making or problem solving effectiveness.- On-site and web training of new platform features and enhancements.

- Collaborated with business units, the Client Support team and other IT staff to determine the requirements to meet business needs.- Translated business unit requirements into clear, accurate and concise functional requirements. Create models, specifications, diagrams and charts to be used by the Client Support team in- Collaborated with the Client Support team and other IT resources throughout the software development lifecycle; enforcing and redefining requirements where necessary.- Participated in project teams to deliver enhancements to system components supported by Client Support.- Provided support of existing applications and services provided by the Client Support team.- Investigated and troubleshoot problems. Collaborated with business units to determine root cause and appropriate functional solutions. Interacted with Client Support team in the implementation of the solution and communicating with business units as required.

Main technology and implementation contact for a Top 15 client regarding tool usability, testing, and project planning/management- Liaison between client and all internal groups including Production Control, Automation, Quality Assurance (QA), Product Management. and Development- Project lead for several merger and rebranding projects including technology and User Interface overhauls- Developed and administered full QA testing plans and schedules for all projects while working closely with QA testing lead for coordination and documentation- Created and documented thorough specification documents requiring client and stakeholder approval for all managed projects- Point of Contact for client-specific production issues requiring review, assessment, and resolution- Project team member for larger, multi-migration project to re-engineer Risk Management process and logic to align with client and market demands- Project and implementation lead for development and execution of new ordering process requiring extensive research on existing system rules and logic- Aid in testing and enhancement of company-wide product; working closely with Product Management to identify and resolve product-specific defects and errors- Provided on-site support and training during client site rollouts.