Performs configuration or coding to develop, enhance and sustain the organization's software systems in a cross-functional team environment through adherence to established design control processes and good engineering practices. Programs and configures end user applications, systems, databases and websites to achieve the organization's internal needs and externally-facing business needs. Application Development & Maintenance partners with business leaders, investigates user needs and conducts regular assessments, maintenance and enhancements of existing applications.- Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects- Development of policies and procedures- Project Manager - Works on complex projects of large scope- Solutions Architect - Develops innovative technical solutions consistent with organization objectives to a wide range of difficult problems - Mentor other technical associates within the organization.

Manufacturing IT Specialist, responsible for the support and implementation of various technology; supporting all application systems including training on those systems; provide system development per user request for programs and query reports; supporting and maintaining the network, phone systems, and security systems; leading and supporting various technical projects. Responsible for installing and upgrading personal computers which includes loading operating systems software, network components and business application software. Provide services for the Augusta, GA and Camden, SC sites along with all other needed southeastern locations.

Leverage project management and leadership expertise to assist the Team Director in establishing the direction of daily activities, ensuring efficient operations, and creating an overall productive and enjoyable working environment for employees.RESPONSIBILITIES:• Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals• Enhanced understanding and implementation of Business Units strategic goals. Oversee the use of standard process workflows by team• Function as a consultant and business partner to other groups within ADP• Train and mentor team members and identify development needs across the team, working Director to coordinate additional training as needed• Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods• Serve as an acting backup to the Director, providing leadership, guidance and direction to team members in the absence of the director• Manage escalated issues and provide direction.• Collaborate with peers to establish best practices• Analyze team statistics and prepare reports for the Director• Evaluate associates on performance and complete annual performance appraisals.• Work in collaboration with associate to establish Individual Development Plans.• Develop and administer corrective action and performance improvement plans.• Hire/Fire authority in conjunction with Human Resources.• Budgetary responsibility.• Oversight of Workforce Management to include scheduling, and succession planning.• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units

Positions: Technical Support Analyst I – July 2008 – Dec. 2011 Technical Support Analyst II – Dec. 2011 – Sept. 2013 Technical Support Analyst III – Sept. 2013 – Nov. 2015Role and Responsibilities: July 2008 – August 2012Provide technical support to clients for hardware and software for all ADP Time & Labor supported software and products including third party applications and equipment (from companies such as Kronos, ATS, IDI, and Ingersoll-Rand). Document and communicate the results to the client and/or Corporate Development. Gather client databases and environment variables and recreates client scenarios in a PC Lab environment in an effort to resolve complex database issues. Identify training needs for the department and assists with training development programs. Act as a team leader in the absence of the manager by prioritizing critical issues, providing direction and ensuring appropriate client support is delivered in a timely and effective manner. Assist in developing internal documentation to support features and procedures.Aug 2012 – Nov 2015: Relationship Specialist (CART) for Time & Labor ServicePerforms all activities that support client retention through the following four components - Price negotiations and concessions, addressing service related concerns, proactive outreach, and survey follow up programs. Maximizes retention by working with the client as a consultant, ADP associates, and management to resolve any issues that are within our control and may affect the client's decision to stay with ADP. Use tools such as Salesforce to understand market advantages and train ADP associates on best practices in understanding retention concepts and practices. Studies financial results of client saves/losses, and leads specialized teams and projects.

Positions:Customer Account Executive I – Nov. 2004Customer Account Executive II – Nov. 2005Tier 1 Technician (For Internet and Comcast Digital Voice – Feb. 2006Role and Responsibilities: Address inquiries from existing or potential customers relating to billing, sales, and technical support to cable TV, internet, and home phone services. Maintain up-to-date knowledge of Comcast products, programming, and marketing campaigns in order to effectively sell new or upgraded services. Resolve customer complaints/concerns through active listening, empathy, and professionalism. Address various billing questions by utilizing the customer ledgers, historical data, and interpreting pricing codes. Save and retain Comcast customers by identifying reasons for request to disconnect and overcoming those concerns. Provide technical troubleshooting of all product lines, with the ability to articulate relevant information and directions in an organized and concise manner. * Regarded as an informal leader on the team and regularly backed up my leadership on handling escalations, providing internal support to my peers on the internal Help Desk, tested new software for corporate Comcast, and lead multiple localized processes and projects. * Awarded the Certificate of Excellence in Customer Service* Awarded honor of Comcast Promise Keeper.* Augusta, GA internal consultant for the national rollout of the Comcast 'Grandslam' software.