As a Product Owner, I collaborate with development and QA teams to commit to sprints, plan, prioritize, and strategize releases, and enhance workflows using retro feedback. I work with teams of onshore and offshore business analysts in writing requirements and user stories for product enhancements, managing and prioritizing the enhancement backlog, and present new enhancements to clients and internal teams through webinars and demos. I review and approve internal and client-facing documentation. Additionally, I design and refine workflows, solve client issues with support teams, determine business requirements, write, and maintain functional specifications, and create user documentation. Monitoring post-implementation issues, fostering transparent communication with developers, and ensuring alignment of testing, support, and training plans with business objectives are also key responsibilities. I produce business cases for product enhancements, maintain confidentiality, and suggest changes based on analytics.

In this role, I perform in-depth technical analysis and resolution of complex application issues. Act as an internal and external technical escalation point for clients. Provide support and assistance to client account management, sales, and technical support staff. Assist Quality Assurance, Product Owners, Sr. Business Analyst, and Development with functional areas of improvement in the software. Model a Client-First approach in support of Knowledge-Centered Service Methodologies. Create solution articles and technical content for a knowledge-based system

Build relationships with practice users, clients, support users, office managers, and end-users Coordinate upgrades, changes of equipment and onboarding new users(access, training, and introduction to services) Target Process Administration, Jira Administration, Confluence Administration, Support the Help Desk, Perform EZ-CAP, EDI, NET Software Installations/upgrades, SQL 2008 - 2016 Installations, configuration, and maintenanceDuring my second year in this position, I created a Knowledge Base. I recognized that while the company had been around for 25+ years in one form or another knowledge transfer was minimal and mainly resided in other people's heads or personal documentation. I found an area in our Atlassian Confluence system and created a workspace that grew from being just for myself and turned into a working knowledgebase as I extracted data by reviewing ever ticket that was created to find common issues as well as making new articles for new versions of the software which can be used internally and externally by employees and clients.

When I am in this role, I handle network management, computer administration, user support, security implementation, documenting IT processes, software management, vendor relations (relating to IT) and continuous improvement of the overall Elim network to allow employees that are in the office to work effeceiently

When I'm in this role, I facilitate audio and video for services, conferences, and main events. I mobilize and train Audio and Video staff and identify and develop new volunteers. I manage projects on new audio installs and upgrades. I regularly evaluate systems and initiate improvements and best practices when appropriate. I use personal initiative and resourcefulness and have the ability to be a high capacity multi-task individual comfortable working independently without constant supervision and am able to deliver excellence with limited management direction.

I worked with clients both on site & on the phone to troubleshoot software & hardware problems as well as built server platforms from Windows. I install operating systems to include Windows Server 2003 – 2016. During this time I learned SQL querying skills and used these skills along with my other networking and history in IT to push towards first contact resolution calls. Before departing I began working in project management in a hopes to move into a management position.

I worked directly with the customers. I troubleshot customer and in office pc’s as well as software and hardware problems. Install operating systems such as Windows 2003 Server and Windows XP Professional. Installed software, hardware, drivers, anti-virus programs (McAfee, Norton, AVG), worked with Linksys routers, external USB Hard Drives, Cisco PIX Firewalls. Created Virtual Private Networks to allow clients to access pc’s from home or off site locations. Create, work and close service orders using “Tigerpaw” software.

Assisted 20+ employees performing medical claim data entry and data processing using Convergence. Analyzed computer software and hardware problems to effect problem management and prevent unnecessary call volume to the help desk. I applied critical thinking skills to ensure that all claims priced and paid correctly to providers and subscribers.

Engineman 2nd Class Petty Officer (Repair Parts Petty Officer)-- Created database of equipment and needed replacement parts saving hundreds of man hours of repair part research. Conducted pre-scheduled maintenance on equipment; ordered and maintained a detailed inventory of equipment and parts. I performed difficult repairs to all auxiliary engineering equipment. Volunteered for V.B.S.S (Visit Board Search and Seizure) team and successfully boarded and searched over 150 small ships during “Operation Enduring Freedom”Engineman 3rd Class Petty Officer (Training Petty Officer)—Worked as the technical leader of this small team, training the engineering department on new, effective techniques for equipment repair. Scheduled and conducted maintenance and “spot checked” the repairs. Engineman Apprentice-- Rapidly finished personal qualification standards for watch standing and quickly advanced to Fire Fighting Team Leader. I performed basic maintenance on all auxiliary engineering equipment.Recruit-- Enlisted in the United States Navy