• Supervise North American Implementation Services team and all aspects of assigned personnel including performance, discipline and grievance.• Schedule resources for projects.• Responsible for the change control, installation, maintenance, configuration, monitoring and capacity planning of specific application set.• Assist in the mitigation of risk to the organization by ensuring systems availability and compliance while limiting operational productivity loss. • Ensure that minimum staff coverage is maintained for assigned support functions. • Help to manage system escalations by performing diagnostics and/or escalating to appropriate team(s) for quickest resolution. • Ensure North American Implementation Services team meets SLA requirements. • Ensure contingency planning and recovery services meet SLA requirements. • Report departmental performance to management. • Evaluate, recommend and implement improvements to existing activities. • Train junior staff - responsible for knowledge progression. • Remote installation, configuration and troubleshooting of the GEMS and BoardWorks proprietary web applications.• Lead technical review calls with clients to evaluate hardware and network specifications based on application requirements. • Ensure that there are no avoidable issues after software installs and upgrades in client production environments.• Perform in-house installs and upgrades on pre-release versions of the software, and provide technical input on installation and technical guides.• Provide technical help on various in-house hardware, network and software issues.• Create and maintain system process documentation.

• Responsible for the change control, installation, maintenance, configuration, monitoring and capacity planning of specific application set.• Assisted in the mitigation of risk to the organization by ensuring systems availability and compliance while limiting operational productivity loss. • Helped to manage systems by performing diagnostics and or escalating to appropriate team(s) for quickest resolution.• Remote installation, configuration and troubleshooting of the GEMS and BoardWorks proprietary web applications.• Worked with the CGS client services team to ensure smooth scheduling and completion of tasks.• Led technical review calls with clients to evaluate hardware and network specifications based on application requirements. • Ensured that there are no avoidable issues after software installs and upgrades in client production environments.• Performed in-house installs and upgrades on pre-release versions of the software, and provided technical input on installation and technical guides.• Provided technical help on various in-house hardware, network and software issues.• Created and maintained system process documentation.

• Upgrade the IIS, COM, Cognos and SSRS Servers with new versions of our TWP software as they are provided• Monitor/troubleshoot the IIS, COM, Cognos and SSRS servers• Monitor/troubleshoot the FTP site • Create SQL queries for use with SQL Server and Oracle• Administer the SQL Server – create/modify users, backups, restores, exports• Manage and administer the EO IVR application• Manage the User Acceptance Testing environment for TWP - this includes troubleshooting issues with IIS, COM, Cognos and SSRS as well as any user issues• Build servers for use with TWP• Provide second level support to the Support department• Create Batch Files in order to make daily processes easier• Work with QA, Development, Support, IT and other departments within Computershare• Work overtime to resolve customer issues

• Prepared, maintained and installed new release versions on appropriate test systems and setup supporting software tools.• Prepared, reviewed and commented on various types of documentation utilized in software lifecycle.• Developed test plans and test cases from sources of reference and supporting documentation• Executed test cases, both manual and automated, for assigned areas • Reported test results and defects utilizing appropriate departmental software programs• Assisted in the estimation of project tasks for assigned testing areas.• Participated in project planning efforts with Quality Assurance Manager.• Managed and reported status of project tasks according to project schedules utilizing standard reporting procedures.• Mentored junior team members in quality and testing ‘best practices’ and in domain and technology expertise• Created SQL queries and SQL statements for use in manipulating data on the server.• Interfaced extensively with Technical Support, Project Management, Development and QA to help resolve customer issues.

• Led a team of 4 QA Analysts through an entire QA Release. • Mentored 2 Junior Analysts in the creation of Test Plans, as well as General QA Process.• Created Test Plan standards that are used as the standards for the entire QA Department.• Designed and Implemented Automation process and standards.• Aided in creation of Problem Management Process used throughout the company.• Created EDI data using EDISIM• Created SQL queries and SQL statements for use in manipulating data on the server.• Set up and administered Intersolv PVCS Tracker Product. Use PL/SQL with the Product.• Performed integration and system testing.• Documented results of tests performed. • Interfaced extensively with Professional Services, Development and QA to help resolve customer issues.• Created Automated test scripts using E-Tester.• Reviewed Perl code as necessary.

• Performed integration and system testing• Planned and led the development and execution of test plans and test cases from functional and system requirements. • Installed, configured and maintained Windows NT servers for use in testing. Setup JRUN and Netscape for use with the product.• Created SQL queries and SQL statements for use in manipulating data on the server.• Set up and administered Intersolv PVCS Tracker Product. Used PL/SQL with the Product.• Documented results of tests performed. • Interfaced extensively with Technical Support, Development and QA to help resolve customer issues.• Exposure to Mercury WinRunner.• Reviewed XML code as necessary.

• Performed structured and ad hoc testing and reported test failures to the Development department.• Reviewed documentation for technical accuracy. • Designed test plans as a guide for testing the software.• Evaluated software to assure compliance with clients’ specifications. • Created and documented problem management processes for use throughout the company. • Setup and administered the Intersolv PVCS Tracker product.