• Designed and led the user acceptance testing phase of a large transportation management software implementation at a major mattress manufacturer• Identified testing scenarios and created more than 300 test cases for full life-cycle testing• Coordinated testing cycles with end-users and off-shore resources• Assured all software integration points were tested exhaustively, and recorded any needed fixes• Worked with development team on the closure of all defects before Go-Live• Coordinated post Go-Live Hypercare phase and provided continued support to all end users and those on the project team

• Managed mobile device product launches for the AT&T Digital Experience eSupport team. Managed each product launch project from end-to-end, working with various teams including Device Marketing, third-party content vendors, producers, and production teams. Typical product launches involve fluid release dates, multiple vendor and product dependencies, and downstream impacts to subsequent device and platform deployments.• Vendor Management: Initiated, maintained, and managed vendor relationships, arranged and hosted weekly/monthly vendor meetings to work through project progress, schedules, respond to inquiries, and work through any issues, ensured vendor quality, nurtured relationships with vendors and worked to minimize issues• Tracked asset delivery from vendor’s automated feeds, and ensured that all data meets site and project requirements. Ensured daily asset review feedback is provided to vendor for immediate correction.• Daily monitoring of database exception reporting to eliminate errors before content deployment. Efforts also included continuous improvement of site design, scope, and usefulness of exception reporting, continuously identifying new requirements and other needed modifications • Monitored and reviewed site metrics captured from Business Objects and Foresee Site Survey. Customer feedback metrics tracked included Customer Satisfaction, Task Accomplishment, Willingness to Recommend, Star ratings at the video and tutorial level, and Device Support customer survey commentary. • Tracked and maintained a comprehensive Device Launch Tracker tool used for internal planning, coordination, and communication with various internal groups. Continuous monitoring of release calendar for freeze dates, resource point allocation, and resource availability was required to mitigate risk associated with new launches. • Planned and executed large-scale data migration project from outside vendor to internal systems

• Provided application, desktop, and mobile device support for over 20 hospitals nationwide • Administered infrastructure support for McKesson-hosted clinical software applications • Performed prompt evaluation of issues through root-cause analysis, and provided timely resolution• Identified and developed feedback on process improvements to enhance customer experience• Leveraged RDP, WebEx, Dameware/VNC for remote access and support• Utilized Citrix Management console to support Citrix-hosted software issues• Was a leading team member in customer experience quality as well as case resolution metrics