As a Director, I have built a Tier 2 team within the current Technical Support organization at Granicus. My role is to improve internal workflows, establish/maintain cross-team partner relationships while working to improve the customer experience. I am a reporting junkie who measures every angle of data to understand trends and find opportunities. I coach managers on employee performance, building/deploying strategies, customer escalations and work directly with Technical Support representatives on career growth.

I get to manage a team of Technical Support Engineers who support real-time video streaming, government websites, government emailing and you guessed it - government texting solutions. These people are amazing! We take care of our government and I am excited about the solutions we provide to our partners.The stacks we support are vast and wide. Our processes help government move forward in content delivery. Our security is strong which is backed by FedRamp audits annually. Being at the forefront of technologies we are on top of solutions we provide to local, state and federal level government needs. My team maintains that customer base worldwide and we pride ourselves on uptime, fast resolution, long term solutions and professional development. My team is always learning.I have come into an opportunity at Granicus where the team needs leadership, growth opportunity and solutions driving toward the end goal: Customers who are happy. This place is a great challenge where we work cross departmentally to solve problems and every day is something new. We hear the customer and understand the demand. We build solid products that meet a need in an industry that requires a strong backbone. I am a strong believer in our product and look forward to what we can build for our customers in the future!

In this role, I manage integration partners who use our API's, develop new partnerships, provide technical expertise surrounding API usage along with being the escalation point for support related issues. Like my previous career at Sovos, I get to play many roles , help build our business and maintain our existing relationships. Being a business analyst, SQL expert, support engineer and leader all in one allows me to be leveraged as the expert to provide insights, requirements and solutions to our day-to-day needs along with long term goals. This role is demanding and I love it! This is a detail oriented career that requires expert communication, vast technical understanding of systems, data flow through systems and databases, strong understanding of the sales process from wine clubs to online ordering and the ability to troubleshoot in a high demand environment. Being the individual that the organization counts on to maintain and build these partnerships is highly rewarding to me on a personal and professional level.The beverage alcohol industry is ever evolving and I get to be a part of a team that is at the forefront of how the industry operates in the compliance world. We are the experts that Wineries, Breweries and Distillers go to for their compliance needs and I am happy to assist them with integrating with our systems.

I work with a team of individuals who resolve data issues, troubleshoot programmatic problems and identify software deficiencies/weaknesses.My primary goal is to work with multiple departments to resolve issues and improve our software products. We have a partnership with Broadridge Financial Solutions which is my primary investment of time. I support their services team with imports of data, calculations and print for tax forms. To support our customers I write custom queries in PL/SQL / SQL to update and report information in oracle databases. I also troubleshoot our proprietary software which is developed in Delphi, C, C++, Pascal and PL/SQL. I evaluate code to identify where logic is not meeting expectations, communicate with clients to determine software expectations, write bug reports to have software developed to meet expectations and produce defects where our software has deficiencies.I have found this company to be most rewarding and exciting to work for! The landscape is ever changing with a group of individuals who are like minded / invested in making it all happen. We are innovative and I am proud to be part of a growing organization!

Integrate WMx software with point of sale systems such as Micros, Squirrel and AlohaIdentify software defects, document replication paths, provide use case scenarios and explain expected behavior / requirementsProvide on-site and online training for WMx product configuration and usage“Train the trainer” for corporate customersWrite test scripts and QA test for TMx 4.x and PC Clock productsDevelop and customize payroll export files for various payroll systemsConfigure WMx software and customize reporting to meet a client’s business needsUse SQL & Powershell to import & export data to and from our databasesProvide Tier III support for escalated issuesOn-call 24/7 for escalated issues & emergency servicesProduct expert for WMx 5.x, TMx 4.x & WMx Clock 5.x / 6.xUse remote control software, e.g. Bomgar,Logmein, Webex, VNC, to troubleshoot customer issuesRecord detailed journals of all customer communication via call tracking softwareProactively update customer configuration documentationProactively expand internal knowledge base (intranet wiki)Work in a team environment on complex issuesWork independently from home office part time

Consult and educate clientele on web site design, management, search engine optimization and e-commerceCompleted 27 successful projectsCode web pages in HTML/PHP/mySQL/CSS/CGI/PERLSetup and maintenance of merchant accounts, shopping carts, SSL Certificates, domains, and email addressesCreate graphics and animations in Flash MX, Fireworks, and PhotoshopServer management, backup and email maintenance for hosted web sitesManage e-commerce systems, credit card processors, online product/inventory management systems for clientsProvide PC, software and general on call support from small office networks to in-home service calls

Experience Summary15+ technical years experience and 10+ years proven background as a web developer, project managemer in IS/WEB applications, e-commerce applications developer / manager, ftp server / hosting manager ,Flash web developer, SEO specialist. 2+ years GPS server configuration & management, windows server configuration, linux server administration and GIS technician. Exemplary skills in consultation, unique problem solving techniques, organized project management and self-motivated entrepreneur.Education2001 Computer Programming & Web Development at Brown College2005 Architectural Design at Dunwoody2009 Building Inspection Technology at NHCCIT Knowledge & SkillsWindows 2000, XP, and Vista, windows 7IIS/Apache server adminPHP/mySQL developerAdobe / Macromedia softwareRedhat LinuxPC Hardware / softwareVirus / Spyware removal specialistHome networking installation / configurationHome entertainment media server setupsSEO specialist & validatorComputer tweaks & configurationsComputer repair consultant

Design restaurant layouts, plumbing and electrical plans for all phasesCoordinate drawings, revisions and specifications within team environmentCommunicate with architects, owners, contractors and sales representatives about ongoing project needsProduce cad drawings, drawing sets for distribution, provide electronic drawings Meet with clients for consultations, visit job sites for inspections and layout reviewDesign & manage landmarkmn.com website

Estimate landscaping and irrigation systems for public, negotiated and design build projectsDesign irrigation systems and landscape layouts for estimatesProficient use of Landscape Pro, AutoCAD, MS Access, MS Excel and hand drafting to process work and estimatesPerform monthly safety meetings with employees to inform them on OSHA standardsManage promotional programs that improve company visibility and servicesBuild rapport with contractors and architects

Extensive traveling experience while working on self-managed projectsCapture GPS, IMU, 3D Imagery, and POS data to update Tiger Map Systems for the U.S. Census BureauConducted advanced hardware maintenance; replacing, reinstalling, reconfiguring hard drives, system boards, CPU's, Fans, PCI cards, and power suppliesPerformed in-house software installation and troubleshootingAdvanced experience with Win2k/XP OS, Registry, LAN configuration, installation/configuration of win2k/xp OS, Bios configuration maintenanceIntermediate use of MS Access, MS Excel for data processing