• Manage 90 - 110 technical and consulting software projects in the public sector.• Develop project plans outlining the scope, schedule, and budget of the project, as well as each party’s responsibilities and mutual commitment to contribute adequate resources to follow the plan.• Manage and assume project and financial accountability for all aspects of projects related to delivery of client software and services on premise or SaaS.• Responsible for ensuring assigned clients pay invoices in a timely manner and/or assist Tyler collections in obtaining payment for delinquent/past due accounts.• Anticipate, identify, and resolve roadblocks, such as hardware, software, or networking incompatibilities and unresponsive third-party vendors or clients.

• Lead on-site meetings with public sector customers for discovery and implementation planning and successfully complete projects over $1 million dollars in revenue.• Lead efforts to identify streamlined processes for customer’s and their employee’s healthcare needs.• Manage the activities and focus of the cross-functional team members for the duration of the project including Consultants, Test Managers and global Test Analysts to align with project objectives and timelines.• Create status reports and lead internal and external project status meetings.• Work closely with Engineering, Product Management and Configuration teams to deliver technical solutions.• Own and adhere to project milestones and schedule and work with key cross-functional team to develop and Implementation Plan for all scope.• Maintain a change control process to account for changes to scope, requirement changes and testing changes.• Ensure project milestones are on track and, if at risk, that a mitigation plan is identified.• Adhere to PMP methodology to implement large scale implementations.• Responsible for ensuring all scope as defined in the SOW or CRs is delivered.• Ensure the business objectives of the project are met as defined in project goals.• Facilitate the deployment and go live planning to execute successful handoff to production.• Handle communication and resolution to all escalations related to the project deliverables, due dates, project tasks and internal/external escalations.• Worked with a cross-functional team to successfully respond to RFPs.

• Managed approximately 40 onshore and global resources.• Implemented 99% EDI file automation to ensure the highest level of data security.• Reduced the number of Carrier EDI files extraction errors by 30%. • Responsible for the 95% automation of payroll demographic and deduction file processing.

• Managed large implementations for CRM and Call Center VOIP/IVR Technology.• Manage the BCDR plan all US offices/7 states. Earned 99% CSAT based on communication skills.• Facilitated cross-departmental meetings to implement projects focused on process improvements and implementing technology implementations and upgrades company wide. • Identify & implement projects to improve customer satisfaction and efficiencies for call center technologies. • Developed training and procedure documentation, created, and delivered videos and troubleshooting FAQs.

• Managed all operational aspects of supporting new web and payment processing offerings.• Analyzed and reported KPI, CRM and telecommunications data to the division Vice President.

Created and managed Blackbaud NetCommunity Support Team consisting of 24 analysts, product leads and 4 managers. Responsible for gathering and analyzing client feedback to create and refine product requirements for future releases. Represented support on the multi-division initiative to increase client satisfaction for cultural clients:Visited client sites to learn their business practices and their concerns first hand. Developed and analyzed reports to identify the key pain points in the sales process, the product, the implementation process and supports. Initiated several changes to improve satisfaction such as setting up client care meetings and more focus on QA.

Created, developed and managed teams for acquired and struggling products - ProVenueMax Interface, Synchronics, Patron Edge, Analytics, Advantage Priority, Installation Support, Technical Support and Hosting Support. Coordinated the Cisco call routing setup, created the training materials, procedures and schedules. Provided coaching to ensure the analysts had the skills needed to provide world class support.For each of these teams I served as Client Success as well as managing the team with a goal of build customer loyalty, provide advocacy across the company and ensure they receive fast time to value.The Advantage Priority Team was created to manage clients with the highest level of maintenance. The focus was to increase customer retention by establishing themselves as credible authorities in the industry to build and maintain customer relationships.Increased Subscription rates by 56% and improved Client Satisfaction from 80% to 92%.o

Provided support for The Raiser’s Edge and Crystal reports. Resolved complex customer issues by researching, testing, and troubleshooting the software. Closed over 10,000 cases. Became an expert and go-to person for several key areas of the software such as membership, import, and query. Wrote newsletter articles and detailed Knowledgebase solutions including step-by-step instructions. Achieved #1 ranking monthly for highest first contact resolution, satisfaction scores and average call time.

• Responsible for registration of all members of the council and registration for all programs.• Grant writing, including research, desktop publishing and budget preparation.• Coordinate the maintenance of access databases and a DOS based fund development program. Wrote queries, designed reports, exported to excel for mail merges and created data standards.• Coordination of fund raising events with volunteers. Includes developing of all collateral, invitations, and brochures.• Trained staff in Microsoft Word, Excel, Access and Publisher.

• Organized and supervised the production and mailing of Sales Programs for US Sales Team.• Managed a budget of $2M.• Coordinated the production of the yearly sales manual comprised of over 200 pages of technical terminology.