Partnered with Accenture and the State’s team and contributed to the successful launch of okbenefits.org, a solution designed to allow Oklahoma residents to register and apply for Child Support, Child Welfare and Adult Family services. Key responsibilities and accomplishments:• Supported project team on functional and technical design activities and requirements gathering. • Assisted in sprint planning, release planning, running the daily standup, developing task definitions and delegation, providing technical direction on specific areas of the project, and communicating with team members on both progress and roadblocks. • Responsible for the upkeep of Architecture design documents including architecture notebook, architecture diagrams, hardware and software specifications, and working with the Development, Server, Network and Security teams requesting new environments, servers, firewall and load balancer rules. • Responsible for application, performance, and infrastructure monitoring utilizing Dynatrace, SolarWinds and Splunk Enterprise, often facilitating meetings with the team to identify exception’s root cause.• Assisted in managing Epics, Product Backlog Items and Tasks utilizing Azure DevOps Boards.• Assisted in software licensing and vendor management.

Served as Enterprise IT Architect for the Enterprise Services Center (ESC) at the FAA Mike Monroney Aeronautical Center (MMAC). Active member of ESC’s Technical Review Board typically partnering with ESC team members in the completion of software/vendor evaluations, technology roadmaps, high-level technical solution, solution architecture, SAFe architecture runways, software requirements definitions, level of effort estimates and architecture and technical reviews in support of ESC’s Architecture & Design function.

Contact Center Optimization and State Government Unemployment Insurance subject matter expert, performing business requirements analysis, system design, COTS package configuration, and testing of custom and COTS packaged software solutions. Served as Business/System Analyst, Functional Lead, Process Analyst, and Test Lead for medium to large-scale system implementations of contact center, case management, and social services solutions.

CRM & Contact Center Optimization SME, performing business and systems analysis, design, programming, testing, and implementation of custom and COTS packaged software solutions. Served as KANA Solution Architect, IT Business/Systems Analyst, Software Developer, Project Manager, and Test Lead for medium to large-scale system implementations of contact center, case management, and social services solutions.

Created pre/post engagement deliverable templates in support of IBM’s KANA practice. In addition, worked as lead Process Consultant responsible for developing business process diagrams using IBM’s DesignFlow methodology.

Software Developer responsible for the design, development, and implementation of Vantive CRM, and KANA’s eService and KM solutions.

Data Warehousing Specialist and Software Developer working contracts with large corporations doing software development in Essbase, Visual Basic, and Oracle/Microsoft SQL.

Analyzed, designed, coded, tested, and implemented customizations using Visual Basic, Dexterity and MS SQL Server for most of Great Plains Dynamics modules including G/L, A/R, A/P, Payroll, Sales Order and Invoicing.