• Conduct analysis to determine appropriate solution requirements for new or existing clients.• Coordinate training and support of client needs.• Provision, configure, and customize CyberGrants solutions.• Collect key metrics and create reports and visualizations for clients using Google’s Looker Analytics platform (branded as Bonterra Insights)• Coordinate with Business Analysts and Developers to ensure proper documentation of specifications for customizations that supersede standard functionality/implementation. • Oversee accurate, timely and successful installation and conversion of CyberGrants product solutions through entire implementation cycle, including validation and testing.• Participate in project plan schedule development, monitoring and reporting. • Effectively manage assigned business through internal systems.• Document client interactions and communications.• Ensures timely internal communication between all stakeholders.

• Build and maintaining customer relationships throughout months- long consulting engagements, ensuring customer satisfaction with Blackbaud as a solution provider • Manage customer engagements and onsite customer project team resources (travel to customer); during COVID-19, this has become exclusively remote work via WebEx etc.• Manage the data conversion and software implementation process from third-party products • Ensure the customer's admissions, registrar, business, and advancement staff are maximizing the potential of Blackbaud software • Create custom documentation and project deliverables as needed by customers • Meet required billable utilization targets and customer satisfaction scores • Maintain internal systems for time tracking, project management, and documentation (Salesforce CRM, Financial Force)

• Proficiently and consistently resolve basic issues for all solutions within their solution group• Quickly identify when issues are more complex and gather appropriate information to triage to senior personnel to resolve• Author, edit and publish quality Knowledgebase content to improve customer self-service resources• Accurately capture case notes, document activities and manage cases in a way that is clear, concise and actionable by other internal resources and a customer viewing from the case portal• Accurately link and categorize cases upon case closure to help inform root cause of customer contacts• Respond to new tickets with an initial response and attempt to resolve on the first contact• Gather necessary information to advance the case to higher-skilled support personnel when necessary• Author Knowledgebase content, utilizing KCS methodologies, to just-in-time publish or edit existing Knowledgebase solutions• Capture case trend data, through use of incident categorization fields, that help inform root cause of customer contacts• Report service incidents or service requests to internal groups, acting as the customer-facing liaison for all service-related needs• Be responsible for accuracy and timeliness of case notes, regular customer follow-up on open incidents, and quick resolution of reported incidents within customer expectations• Stay informed on product changes and rapidly learn information about product functionality changes

• Work daily with Sensus water meters, transmitters (MXUs), and online meter data manager (MDM)• Gather reads manually when remote reading malfunctions• Install Sensus water meters from ¾”-2”, with MXUs• Process weekly leak detection report, contact those affected• Maintain county vehicle and good driving record• Interact with customers in person• Disconnect services for non-payment• Maintain equipment inventory in warehouse• Issue and close out service orders, copy and file paperwork• Mark and locate county water equipment

(company subcontracted by Johnson Controls for job with St. John’s County Utilities)• Gather readings for billing from routes• Troubleshoot installations of Sensus MXUs• Assist in office record keeping• Fix/replace malfunctioning equipment• Maintain handheld PCs for MXU activation

• Communicate with customers in a professional manner• Manage and organize stock• Analytically help customers understand project details• Learn about new types of hardware daily

• Prepare lessons for math and technology classes• Maintain classroom records and parent contact• Curate and install appropriate free educational software for computer lab

• Work during high school and college• Greatly improved ‘people skills’ (customer service)(Chronological list: Hannaford, Food Lion, Whole Foods, Big Lots)