Multi-faceted role as technical liaison, and primary technical point of contact, collaborating with and reporting to cross-departmental stakeholders (product & sales, engineering, tech support), tracking projects and coordinating the efforts of 15 technical team members, with additional responsibilities as an independent contributor; developing software & writing code. Day-to-day efforts include deploying and supporting enterprise software and mission-critical applications, troubleshooting issues and updating ServiceNow/Jira with results and incident resolutions. Additionally, managing team and their responsibilities - Provide consistent level 3 support of all projects on complex issue involving system admin-level access to servers, or issue related to underlying network system- Incident management for all related applications. Working and organizing the correct teams to identify issue, solution, and deploy fix to restore application and services.- Work to identify root cause of issues and document to develop future stories for implementation- Development and deployment of mission-critical SaaS, COTS, and custom in-house applications across multiple network infrastructure including azure, AWS, custom datacenter, and vendor hosted (SaaS). Authentication setup using SAML- Develop project plans for cross-functional business and development teams of 15-30 members, allocating budgets, mapping timelines that spanned up to and over 4 years, and planning the allocation of project resources- Deploy and integrate security requirements for custom applications. Developed custom firm and standardized controls for NIST to address government and federal applications. Led NIST compliance efforts from initial discovery and audit through to full compliance; perform regular audits - Evaluate and audit projects for continuous process and technology improvements to improve performance and results.

- Build strong customer relationships, especially with key customer stakeholders and sponsors- Onboard new customers- Understand the customer’s technical environment and how they use the product- Document the customer environment, plans and changes to it to improve Perfecto’s ability to support the customer- Continually identify potential customer requirements to increase their use of Perfecto, flagging technical blockers representing technical risks as well as upsell opportunities- Guide technical activity as the customer adopts new features or transitions to new releases- Help customers better use the product- Advocating for the customer (prioritizing cases, bugs and FRs). Translating customer-speak and use cases to Perforce-speak- Manage account escalations, awareness of customer risk, pull in necessary team to build a plan to mitigate and coordinate R&D and support in technical escalations- Monitor and report on case, testing, and stability metrics- Identify customer concerns or requests for improvement and escalate appropriately- Work directly with R&D to assist Support investigations of customer issues- Create training articles, and provide training to the Perfecto Technical Teams- Effective verbal communications with customers and stakeholders- Subject matter expert in customers’ testing processes related to Perfecto

Multi-faceted role as technical liaison, and primary technical point of contact, collaborating with and reporting to cross-departmental stakeholders (product & sales, engineering, tech support), tracking projects and coordinating the efforts of 10 technical team members, with additional responsibilities as an independent contributor; developing software & writing code. Day-to-day efforts include deploying and supporting enterprise software and mission-critical applications, troubleshooting issues and updating ServiceNow/Jira with results and incident resolutions. Additionally, responsible for creating and developing supporting technical literature, install guides, and runbooks. 🔹Development and deployment of mission-critical SaaS, COTS, and custom in-house applications across multiple network infrastructure including azure, AWS, custom datacenter, and vendor hosted (SaaS); budgets ranged $500K - $750K🔹Develop project plans for cross-functional business and development teams of 15-30 members, allocating budgets upwards of $2MM dollars, mapping timelines that spanned up to and over 4 years, and planning the allocation of project resources🔹Provide consistent level 3 support of all projects on complex issue involving system admin-level access to servers, or issue related to underlying network system🔹Deploy and integrate security requirements for custom applications. Developed custom firm and standardized controls for NIST to address government and federal applications. Led NIST compliance efforts from initial discovery and audit through to full compliance; perform regular audits 🔹Evaluate and audit projects for continuous process and technology improvements to improve performance and results for over 17K registered users

Provide observation reports to business and development teams detailing measures and cases for enhancements to areas of functionality. Detailed user story creation with development team while creating and executing detailed test cases with story point estimates in an Agile environment.🔹Reduced manual test efforts +80% through the automation of scripting using QTP, VSTest, and selenium for regression testing and smoke testing🔹Created detailed bugs and step reproduction🔹Identified pain points to continuously refine and improve end-user experience and functionality while working through Agile sprints; resulted in quantitative improvements in customer usability and positive feedback from business