Functioned in a multifaceted role with responsibility for the development and administration of 3 software applications, as well as handling all technical writing tasks. Coordinated and led cross-functional technical resources through full-scope development functions within an Agile environment. Led the administration and maintenance of 5 servers for Tomcat, SQL and Tableau; performed between 3 and 10 stories per day using agile methodology and JIRA system. Designed new application for managing and tracking issues, hazards, risks and mitigations; new tool resulted in improvements across the full issue resolution process. Drove the end-to-end development of a new tool to export the Parent, overseeing the creation and transfer of related data to an XML record to be used for export/import reporting process. Utilized SQL, Python and Java to develop tool; resulted in reduction of data transfer time from hours to minutes. Drafted technical documentation for systems, updating regularly to support production demands. Wrote backup and restore, design, installation and design specification documentation. Partnered with 4 cross-functional teams on system enhancement efforts to ensure compliance with authority to operate (ATO) standards for remote operation.Generated custom automation scripts to support system validation using Katalon. Decreasing manual testing efforts by 90%, which resulted in significant reduction of testing time.

Led a team of 6 responsible for providing software and system support for enterprise clients. Provided training, coaching and mentoring for technicians to ensure attainment of performance and productivity goals. Worked with management team on the introduction of processes and strategies to support daily ticket volume of 360+. Coordinated and led the technical support for leading clients, including Coca Cola, GM, Johnson & Johnson, Starbucks, Exxon Mobile, RAY Bans, Subway, FAA, Delta, American Airlines, GE, Loreal, Xerox and more. Partnered with leadership on the creation of a scalable, automated install system to manage SaaS solution. Managed 100 servers on Amazon Web Services (AWS) cloud system, overseeing new system installations, as well as system software solutions. Collaborated with global resources in Jordan, Ireland, UK and US on various projects to ensure the timely and effective support of global user networks.

Provided comprehensive technical support for user networks across enterprise clients. Delivered remote support, processing 1,500 inbound and outbound calls per year to ensure the attainment of client support needs and expectations. Traveled to client locations to provide on-site support with system installs and upgrades. Conducted quality assurance and user acceptance testing for clients to ensure software releases were completed on time and without errors. Managed customer escalations, conducting gap analysis to identify root cause of issue and develop effective resolution plan to ensure attainment of service level agreement (SLA) requirements while also boosting overall customer satisfaction. Provided 24/7 on-call support for key clients, as well as for server issues at local hosting site. Leveraged knowledge of ISO standards for 9000/9001, 14000/14001 and 27000/27001 to provide optimal support within established regulatory standards.