Requirements gathering - Collaborating with clients to understand their business needs and objectives - Conducting interviews, workshops, and surveys to gather detailed requirements - Documenting and validating business requirements, functional specifications, and use casesData analysis - Analyzing complex data sets to identify trends, patterns, and insights - Developing and maintaining data models, reports, and dashboards - Presenting findings and recommendations to stakeholders in a clear and concise mannerSystems and code analysis - Reviewing and analyzing existing systems and codebases to identify areas for improvement - Conducting root cause analyses of technical issues and providing recommendations for resolution - Working closely with development teams to ensure solutions align with business requirementsProcess elaboration - Mapping and documenting current and future state business processes - Identifying process inefficiencies and proposing solutions for optimization - Collaborating with stakeholders to define and implement process improvementsLight development - Performing light coding and scripting to support data analysis and system integration tasks - Developing prototypes and proof-of-concept solutions as needed - Assisting development teams with troubleshooting and resolving technical issues

Ideagen Smartforms Professional:- Gathering specifications, outlining, and managing implementation projects- Building, configuring, and maintaining digital forms using JavaScript, VB.NET, and the Smartforms Professional Next-Gen Designer- Troubleshooting, debugging, and fixing bugs for Smartforms Professional solutionsIdeagen Quality Management Essentials (formerly Qualtrax):- Resident SME for all things IQME/Qualtrax- Key stakeholder for integration of Qualtrax Services into Ideagen Services- Primary consultant on developing and growing IQME customer and employee training programs- Providing customers with training, consultation, and configuration services while maintaining a 98.7% Customer Satisfaction rating- Creating customer-facing and internal training documentationGeneral:- Interviewing, training, and evaluating new Ideagen Services team members

- Providing customers with training, consultation, and configuration services for Qualtrax compliance management software, all while maintaining a 98.7% Customer Satisfaction rating- Creating customer-facing training documentation such as quick guides which distill complex information down into easily digestible pieces- Interviewing, training, and evaluating new Qualtrax Services team members

- Single point of contact, project manager, and technical implementation specialist for PowerSchool student enrollment software for 30+ schools/districts- Successfully managed multiple concurrent student enrollment projects with critical deadlines impacting tens of thousands of students- Took the initiative to create and moderate a collaborative technical support Slack channel for colleagues to assist each other with technical issues in order to fill a need in the department

- Provided sales, technical, and procedural support to team members and senior managers at 5,000+ stores- Created dozens of training documents, SOPs, and manuals including the Tools & Equipment Training Manual used to train all new hires on the team- Redesigned and automated the employee call-in procedure using Microsoft Flow and Sharepoint, saving the team hours of work per day

- Provided critical second level technical support and incident resolution for hardware, software, and network issues at 200+ Carilion healthcare facilities- Consistently maintained QA scores of 95-98% on all customer interactions- Guided and trained first level analysts in a variety of hard and soft skills