• Lead, manage, coach, and motivate Support team members to build and maintain an effective and successful team• Establish, monitor, report on, and achieve Support team related Key Performance Indicators• Identify, track, and communicate key Support metrics to Customer Success leaders ensuring they are accurate and timely• Ensure that the Support team achieves and surpasses all service level goals while acting as the primary escalation point and escalating to Customer Success leadership as needed.• Track and perform postmortem analysis on any cases that fail to achieve sufficient response or resolution times.• Continuously develop, evolve, and communicate the Support team’s policies, processes, and procedures incorporating industry best practices.• Implement and maintain an effective knowledge base, support portal, and other technology solutions that enable the Support team to work more effectively.• Develop, maintain, and share a comprehensive understanding of RBRO’s product and service offerings through internal training sessions and educational materials• Work with Customer Success leaders to review, analyse and refine support, maintenance, and subscription agreements• Work with Customer Success leaders to determine how to appropriately support the other delivery departments and ensure such support is provided effectively• Schedule and facilitate Issue Review meetings with the Product Development department

UI/UX Responsibilities• Create detailed functional prototypes with Just in Mind and Adobe Creative Suite based on requirements• Communicate design requirements to developers• Perform QA activities including writing test cases and performing manual testing• Review interface and interaction design elements of productsDocumentation Responsibilities• Develop and create technical manuals, product knowledgebase articles and other technical documentation for all products• Designed manual and other documentation templates• Develop training manuals and training labs• Maintain training VMs and compile data files for training labs• Assist staff with questions about products and direct them to the appropriate documentationAchievements• Implemented design methodology and UI standards and introduced prototyping to company increasing development velocity and quality.• Completed new technical manuals for 23 products in one year adding a new level of professionalism to the company that aided sales• Created training programs for flagship products• Assisted in organizing development planning and priorities and in implementing product management principles in an Agile environment• Assisted in improving user interface design and messaging, giving products a more polished look• Won Innovation Award given by company for introducing more modern documentation styles and processes, and again for introducing prototyping.

UI/UX Responsibilities• Create detailed functional prototypes with Just in Mind and Adobe Creative Suite based on requirements• Communicate design requirements to developers• Perform QA activities including writing test cases and performing manual testing• Review interface and interaction design elements of productsDocumentation Responsibilities• Develop and create technical manuals, product knowledgebase articles and other technical documentation for all products• Designed manual and other documentation templates• Develop training manuals and training labs• Maintain training VMs and compile data files for training labs• Assist staff with questions about products and direct them to the appropriate documentationAchievements• Implemented design methodology and UI standards and introduced prototyping to company increasing development velocity and quality.• Completed new technical manuals for 23 products in one year adding a new level of professionalism to the company that aided sales• Created training programs for flagship products• Assisted in organizing development planning and priorities and in implementing product management principles in an Agile environment• Assisted in improving user interface design and messaging, giving products a more polished look• Won Innovation Award given by company for introducing more modern documentation styles and processes, and again for introducing prototyping.

• Oversee the training and performance of staff• Create all marketing materials and pursue advertising and marketing opportunities• Solve procedural and process problems• Hire and manage personnel

Responsibilities:• Responsible for all day-to-day operations of the Development department• Managed software projects utilizing the software development life cycle and principles of project management• Researched grants and other funding, and wrote grant proposals• Planned development projects and wrote development project plans• Involved in an advisory capacity with the hiring of staff• Designed UI and product features for company products • Wrote design specifications for product features utilizing UML and storyboarding• Wrote documentation and developed training materials for company products• Developed marketing materials for company products• Designed, implemented, and maintained company web site• Developed CBT for marketing and software training

• Co-wrote Hamilton Elementary School Computer Education Curriculum• Designed and implemented instruction for computer classes• Designed a staff development model for computer training• Provided both hardware and software support for faculty and staff