Directed support operations for WellSky’s Human and Social Services (HSS) business unit, encompassing three distinct product lines accounting for more than $50 million in Annual Recurring Revenue (ARR): WellSky Human Services, WellSky Community Services, and WellSky Aging and Disability.• Managed a team of 30, including 6 direct reports; oversaw all talent processes including hiring, review, professional development, and promotion.• Maintained exceptional customer satisfaction, averaging a 3.9 out of 4.0 Customer Satisfaction score on over 7,000 responses for the last two years.• Successfully led teams to a 30% reduction in case backlog.• Acted in an Account Management role for more challenging clients to ensure best possible outcomes.Continually developed and led the team through process advancements, including:• Designed and implemented a case escalation process that increased upper management visibility for escalated issues and facilitated coordination between teams.• Integrated teams into a new, company-wide critical incident process.• Implemented a new software upgrade request process.• Created and staffed a Support Engineering team, allowing for better prioritization of customer needs.• Implemented case complexity measurement to increase ROI for the Support Engineering Team.

Managed a team of 10 Tier I and Tier II Support Analysts in support of the WellSky Human Services application.• Oversaw hiring, review, professional development, and promotion of team members.• Implemented process changes to better manage escalation of reported application defects.• Successfully integrated new teams supporting additional product lines into the Human Services Support structure.• Successfully led WellSky’s Human Services Support team through the COVID-19 pandemic, rapidly transitioning teams from in-office to remote work without a loss in productivity.• Successfully managed the support team through a companywide CRM consolidation effort with little disruption to internal workflows or client usability.• Raised client satisfaction scores from an average of 3.6 to 3.9 on a 4.0 scale.

Provided Tier I and II level support for Mediware Human Services, WebHarmony and Harmony.NET, applications used by state and local agencies providing case management, elder care, vocational rehab services, and claims management.• Handled client issues ranging from simple password requests to complex data and coding issues; installed and updated applications on client application and database servers; served in Account Management role for high impact clients.• Troubleshot data issues primarily using SQL Server Management Studio; managed case load using Salesforce.• Wrote/updated software documentation.

As franchise owner, assisted businesses, sports teams, and other organizations build brand awareness, team spirit, and unity by providing quality customized and personalized merchandise.• Formulated overall business plan and policies and procedures, as well as sales/marketing, strategy and execution, employee hiring and training, vendor selection and relationships, ordering appropriate product, cash flow management, store layout and displays, and interfacing with local and state governmental agencies.• Planned and executed marketing/sales projects which increased client base from 200 to over 1000.

Responsible for overall quality and security of patron data, and to provide extracts of that data for use by ticketing and marketing branches of the Kennedy Center. • Developed consistent standards for patron data collection, updates, and security protocols to protect patron data; supervised 18 data entry volunteers; responded to requests for patron data extractions for use by marketing, fundraising, and ticketing branches of the Kennedy Center.• Member of team implementing Customer Relationship Management (CRM) system.

Directed support for the Business Integration Platform that enabled organizations to conduct business electronically via XML to EDI and EDI to XML translations.• Built and implemented overall support strategy, including development of company wide support policies and procedures, and software and license distribution policies; directed hiring and reviews of Client Support Staff.• Developed in-house license generation system and application testing system; led the effort to analyze and select a Customer Relationship Management (CRM) system; prepared yearly departmental budget.

Managed a staff of Technical Support Engineers in support of the Platinum Repository/MVS (PR/MVS), an application used by large companies as the primary data collection method for corporate wide metadata. Clients included 50 Fortune 500 companies.• Supported over 400 active installations, handling an average of 350 technical issues per month.• Account manager for critical clients; conducted onsite visits; served as primary escalation resource for difficult technical issues.

Provided Support for the Platinum Repository/MVS application, a Mainframe/MVS based metadata repository for large organizations (government and corporate).

Software development and maintenance for an order processing, fulfillment, and invoicing system in a PL/1, CICS and DB2 environment.• Maintained and enhanced approximately 300 source programs; team lead for new product line integration; developed a customer maintenance subsystem.• On call 24x7 for troubleshooting failures in critical overnight batch runs and critical client issues.

Provided end user support for the CompactD and LaserD products, which provided digital access to public company financial records.