Responsible for operations for the Technology capability at Digitas Health, a Publicis Health company.

PointRoll began as an innovator of web based rich media advertising pushing the potential of what internet banner ads could do. The industry evolved over the years to demand far more than an expandable banner ad. PointRoll kept pace by continually evolving its service, product offerings, and technical capabilities.Timeline:- October 2007, hired as a Technical Business Analyst (requirements analyst /software QA hybrid)- February 2009 promoted to TBA/QA Team Lead- October 2009 promoted to TBA/QA Manager - August 2010 role changed to TBA/QA/Support Manager- April 2011, role changed to Manager of Support (post company merger/re-organization)- January 2013 promoted to Director of Client SupportAs Director of Client Support:- Created strategic alliances with organization leaders to collaboratively meet goals.- Transformed Client Support into the central tri-directional communication hub between Operations, Clients, and Technology/Product. Was the communication point/champion for each group to/from the others.- Facilitated client, partner, and third party issue resolution and expectations management at the highest, most sensitive revenue impacting levels. - Wrote formal client communications with regards to issue resolution.- Instituted/facilitated a cross communication and collaboration forum for leaders in Technology, Product, and Operations.- Gathered/analyzed metrics; performed trend analysis; shared observations to effect change, plan, and set goals.- Participated in Product steering committees/SME teams sharing domain knowledge,experience, and garnered feedback.- Introduced off-shore resourcing/coordinated task distribution between in-house/external teams.- Department budgeting and strategic planning/goal setting.- Introduced a lieutenant structure/succession planning.- Required innovative activities as a required job function for all teams beyond job description. NOTE: For more details for my time with PointRoll, please see my resume.

FreedomPay provides its customers a turnkey cashless/contactless financial processing / transaction system including RFID technology, web applications, and hardware components (mechanical and touch screen fund/refund stations, point of sale transaction nodes, cash register integrations, etc.).- Performed all testing functions related to: (1) web based software (client and internal portals) and (2) hardware components including: (a) authoring all testing documentation and executing all test scripts and (b) verifying results via UI, hardware, and database via SQL, and (c) being entrusted with hardware testing cash pool.- Assisted Client Services by manning support phone lines including: (1) interacting with end users resolving issues (balance or transactional in nature) and (2) being entrusted with end user sensitive credit card information, account fund management, and credit card charges and refunds.

I-Trax provided its customers with integrated health and productivity management options including wellness, disease management, and on-site services aimed to improve overall health while reducing the the direct and indirect costs of care. Via electronic medical records, online health risk assessments, online health portals, and other means, I-Trax assisted their clients' populations to stay healthier, stay at work, and contribute to company performance.- Wrote QA and test documentation.- Tested web-based and client server software products via test script execution and ad-hoc testing; quantified metrics via defect reports.- Worked closely with development to identify and resolve software defects and enhancement requests.- Researched and proposed purchase of TestTrack Pro defect tracking system.- Oversaw deployment, and maintenance of TestTrack Pro; assumed role of system administrator.- Wrote and reviewed user manuals.- Communicated new software releases and production version changes.- Wrote and reviewed SOPs for QA processes; reviewed SOPs for other departments.- Maintained Quality Assurance department in Quality Assurance Director's absence.

First Consulting Group provided IT consulting services (analysts, technical writers, developers, testers, etc.) to its customers (mainly, but not limited to, pharmaceutical companies). Most applications were client server applications, with the majority of those document management system customizations (Documentum).- Managed all areas of software based testing efforts for several US Federal Drug Administration validation ready/non-validation ready projects where QA and testing activities were 21 CFR Part 11 compliant with regards to electronic record and electronic signature compliance.- Managed all areas of software based testing efforts for several non-pharmaceutical projects, most notable being a software and hardware vehicle AVI transponder system for Colorado toll highway system E-470.- Wrote software quality assurance documentation for interim and final presentation to teams and clients.- Proved, cross-referenced, and mapped software project requirements via test documentation, test scripts, ad-hoc testing, and test matrices.- Worked closely with development to identify and resolve software defects and enhancement requests.- Coordinated activities for multiple test script analysts and testers.- Configured team TRACK databases; instructed teams on installation and use.- Wrote request for proposal and all proposal correspondence for major pharmaceutical client project.

Integrated Systems Consulting Group (ISCG) provided IT consulting services (analysts, technical writers, developers, testers, etc.) to its customers (mainly, but not limited to, pharmaceutical companies). Most applications were client server applications, with the majority of those document management system customizations (Documentum). Additional to that, there were many customized off the shelf applications as well as in-house developed systems that were used by ISCG personnel (e.g., accounting and recruiting software).- Provided software support internally for accounting, recruiting, and help desk departments.- Developed resume update request application with automated messaging features from requirements and user feedback.- Identified and resolved problems with accounting and recruiting software; developed and introduced new functionality as necessary.- Queried and modified existing Oracle databases via SQL.- Configured individual workstations and performed account administration.- Interacted with software vendors and technical support divisions.- Handled sensitive financial and employee data.- Provided beeper support evenings, weekends, and holidays.