Managed customer professional services engagements and software deployment for pharmaceutical customers in SaaS environments in Microsoft Azure. Performed implementation, validation, user support, and UAT project management for more than 30 virtual environments and 500+ users in North America and Europe. Maintained SQL databases, created queries and executed scripts for customer upgrades and data migration. Trained staff, supervised meetings, and oversaw SLA metrics, reports, vendor management, Constant Contact, business process and Microsoft SharePoint. Supervised US technical support team and approximately 225 support cases per month in the Perforce Helix ALM ticketing system; interfaced with India support and developers in Bangalore office. Interfaced with IT and PD regarding escalations, product development, roadmap, problem solving, and defect resolution. Interfaced with Sales on account management strategies, new demo environments, pre-sales deployments, customer pilots, sandbox deployments, annual subscription renewals and SOWs. Imported data from Microsoft Excel spreadsheets and performed data analysis. Introduced KCS methodology to the support workflow. Created knowledge base articles, support documentation, Change Requests, and IQ and OQ documents. Refined support SLA definitions, SOP documents, escalation and UAT procedures. Met with clients to review support tickets, billable projects, and negotiate outages for server upgrades. Configured SAML 2.0 Single Sign On for clients and consulted on multi-tenant European server. Helped manage staff scheduling for support coverage.

Performed installation and technical training for more than 150 implementations of a construction cost estimating software with Microsoft SQL Server and SSRS. Consulted with client IT staff on server acquisition and hardware configuration; guided deployment plans and integration. Assisted sales engineers and provided account management support. Helped migrate NetSuite accounts to Salesforce. Deployed mobile applications for iOS iPad and Android clients; performed cloud computing user configuration and rights manage¬ment. Identified and documented defects; helped create SQL queries, stored procedures, and data repair scripts on more than 500 case escalations. Handled weekly database installation to virtual servers, performed data repair and recovery, implemented security procedures and maintained passwords.

Created report solutions for client using SQL Server Report Builder. Performed requirements assessment; negotiated design, delivery, and pricing. Developed custom SQL stored procedures, reports, and metadata for custom menus; archived in Microsoft Team Foundation Server. Created installer packages and documentation in Microsoft Word and Adobe Acrobat.

Consulted with business owners, staff, and IT vendors to create comprehensive installation, deployment, and onboarding schedules for more than 25 customers. Provided account management and customer service; business analysis; advised clients on hardware design, architecture, requirements and purchases. Performed software installation, configuration, and user training. Worked on customer systems to build out, customize, and deliver finished solutions then provided documentation. Managed a Windows Hyper-V server containing multiple VMs for client software conversions and migrations. Managed over fifty customer SQL server databases and executed scripts for data import and repair. Traveled onsite to meet with customers and IT staff, provided software training and client engagement, increased customer satisfaction.

Developed procedures, documentation, and training to accompany new software launch. Performed software installation, user training, support issue intake, triage, and investigatory roles. Installed SQL Server, modified stored procedures. Interfaced with Development and QA during SDLC; assisted with defect tracking and hot fix delivery. Worked with Product Management and Professional Services teams as liaison for Support. Created hardware environments for software testing and supervised performance analysis. Created knowledge base articles and introduced improvements to help documentation.

Supervised a team of eight support technicians providing application help desk support in Visual FoxPro and SQL Server. Managed weekly deliverables and team metrics in Serena Team Track. Administrated staff and performed employee reviews. Changed procedure manuals and introduced process reforms. Created support documentation and knowledge base articles. Trained users in Microsoft Access, Microsoft Excel, and Microsoft PowerPoint. Designed and delivered user training seminars. Created custom SQL queries to diagnose and resolve support cases. Interfaced with product team on support escalations. Implemented new clients, provided custom onsite support and programming, and delivered training. Traveled to clients throughout the US; also provided onsite programming work overseas. Assisted QA with defect testing and supervised UAT cycle. Awarded the "Employee Exhibiting Best Teamwork" Award for 2004.

Provided daily onsite SQL database support and production work at client site.Developed customized Visual Fox Pro routines for data integration with Sungard system. Developed user documentation and training materials. Resolved hardware and software problems.