Jessica Tsai Email & Phone Number

Brighton, Ma

- Forge strong customer relationships throughout the entire sales cycle while displaying a passion for understanding customer requirements; highlighting the value of HBP products and solutions in meeting those needs.- Proactively drive and manage the technology evaluation stage of the sales process by reviewing and synthesizing technical business requirements and objectives with prospects. - Quickly propose solutions ranging from user access, Single-Sign-On (SAML 2.0) and custom file transfers.- Configure Single-Sign-On (SSO) federations with a wide range of Identity Providers in the market using PingFederate; setup issuance criteria using OGNL expressions; troubleshoot SSO authentication issues through the use of Splunk logs and SAML tracer. - Analyze business requirements and build custom file transfers via SFTP or Amazon s3 using Alteryx Designer.- Articulate technical and architectural concepts to stakeholders while being flexible in the use of language and terminology that is appropriate for the target audience.- Manage customer expectations and communication with cross-functional workgroups.- Manage issue escalation, product feedback, and enhancement requests using JIRA bug tracking system.

Brighton, Ma

- Serve as SCORM 1.2 subject matter expert for product development and technical integration of eLearning courseware on a variety of Learning Management Systems (LMS) and distributed platforms.- Hands-on LMS administration on Docent 5.8 (legacy), Saba 5.4 SP1 and in-house SCORM player based on the SCORM Reload player; wrote and maintained task-based job aid for all user roles in HBP’s customized instance of Saba LMS. - Rapidly troubleshoot, anticipate and resolve common or LMS-specific eLearning courseware issues. - Participate in pre- and post-sales support calls to provide technical guidance ranging from adjustments, configurations, best practices, and modifications required to successfully deploy HBP eLearning courseware on disparate LMS systems. - As a Release Engineer, maintain the code base for current, new, customized, and retired eLearning courseware; create and maintain processes, procedures, release notes, documentation and job aids for proprietary internal applications, version releases, and old and new courseware.- Serve as a key technical resource, train and coach additional resources, perform technical QA/QC and UAT, and applied hands-on development for two product localization projects and one Section 508 courseware customization.- Collaborate with internal and off-shore technical resources under tight resource and time constraints; prepare and contribute to project plan and UAT scripts for two LMS application migrations; develop custom LMS reports to meet specific customer requirements; requirements gathering, testing, and deployment of an in-house SCORM player on the new HBP architecture for the delivery of hosted eLearning solutions.

Watertown, Ma

- Provided front line pre- and post-sales technical support to external customers worldwide via phone, email, and chat; provided basic technical support training and back up to customer service personnel.- Troubleshoot, researched, and documented technical issues related to the SealedMedia Unsealer plug-in and Adobe Reader, Docent eLearning programs, and various CD-ROM products; utilized problem solving skills to identify problem trends and coordinated appropriate solutions quickly and efficiently; updated and maintained feedback database.- Demonstrated ability to understand and resolve customer concerns and communicated technical information in a patient and effective manner; received HBP’s internal Customer Service Advocacy Excellence Award in 2007.- Utilized organizational and multi-tasking skills to maintain average productivity above the departmental goal of ten items per hour.- Applied technical savvy and methodological learning style to writing job aids for internal processes such as Single Click Access to HBP intellectual property and the newsletter database; provided peer-to-peer coaching, training, and knowledge sharing with technical support personnel.