Nathaniel Genwright Email & Phone Number

Greensboro, North Carolina, Us

• Overseeing the planning, execution, KPI monitoring, and successful, timely completion of all projects. • Coaching team members on how to continually improve the efficacy of SaaS implementation capabilities. • Capture and disseminate the knowledge acquired during projects to the appropriate stakeholders.• Continuous improvement of the processes and capabilities of the team • Help the team uphold project charters that clearly define our clients' path of success, which solidify the Value Proposition Design offered

San Francisco, California, Us

Customer Success | Management | QA | System Implementation | Process Improvement | Training & Support | Analyst | CodingFacilitate and document the coordination of cross-functional team testing efforts for a Web Application rewrite• Author of test artifacts required of the Software Development lifecycle, such as the Test Plan and Test Strategy• Chair bi-weekly cross-team meetings to log, track and remediate defects using Jira and HP ALM• Provide real-time updates using Jira Dashboards and Confluence sites, which contributed to the input of timelines for upcoming releases• Ensure traceability of requirements are documented at the end of each 2-week sprint to with compliance• Report progress of end to end testing resulted from the backlog vertical slicing of 3 teams’ bi-weekly sprints• Coordinate resources and testing efforts for Accessibility, Performance, and UAT test planning• Worked with engineers to solidify the conversion of manual test to WAF framework• Document CI/CD processes and resource information to Confluence sites

Greensboro, North Carolina, Us

• Outlined and administered the process of supporting customers using Zendesk• Liaison to the Heartland Payments, procuring online payment processing services for 75% of our customer base• Monitored CSAT And NPS surveys; resolving customer reports of escalated issues• Performed regular site visits to understand better how our customers used our SAAS solution• Scoped customer requirements to drive needed features and functionality to our Web Based application• Prioritized engineering backlog to bring a balance of defect fixes and new functionality to our customers• Performed complex data conversion and migrations using MS Access, SQL, Excel, and other scripting tools

Greensboro, N.C., Us

Testing a Linux based Crind bios software used to operate gas pumps• Identify, report, and track software and hardware defects to a resolution• Created and executed test scripts ensuring requirements are to preferred specifications• Generated mock credit, debit, and store cards to simulate customer use of our software/hardware• Performed automated testing using Python, Robot RIDE, and Selenium• Configured (re-wired) and maintained a lab of 20+ gas pumps (hardware)• Installed, configured, and administered payment card simulators for all levels of testing

Lake Mary, Fl, Us

• Conducted Sprint Planning sessions for a team of 8+, ensuring team velocity remained consistent• Prioritized maintenance backlog to resolved issues found in 2-week sprint on-time with quality• Facilitated as ScrumMaster for daily scrum meetings tracking and reporting the team progress• Provided “Hotfix releases” for mission-critical problems a customer may have experienced• Led breakout sessions to train and rollout newly released features of the software at User Group conferences• Evaluated, tested, and documented third-party hardware and software integrations with our platform• Authored the plan and process of converting customers from legacy FoxPro app to .Net app & SQL Server• Trained customer to digitize their maps from MSAG to our proprietary CAD GIS mapping systemCustomer SupportQuality Assurance Implementation SpecialistQuality Assurance Team LeadQA Environment Engineer- MCSD Application Lifecycle management- ITIL Training- Scrum Master (Agile)- KanBan- MS Azure- Amazon Web Services- Sharepoint Administrator- VMWare vSphere- AV setup (Classrooms/Conference rooms & meeting spaces- Client/Server application installation maintenance- HP QTP QC ALM

Lake Mary, Fl, Us

• Oversee a team of 7 direct reports operationally to complete task as outlined to meet timely deadlines/schedules with quality criteria to enhance the customer experience with our products.• After receiving assignments through objectives, helps determine the best use of the direct reports to meet those objectives/goals.• Provide guidance to direct reports, monitor their progress and ensure achievement of day to day assignments. o Handle reassignment of task to help facilitate team/company goals and objectives. o Handle the performance goal planning, execution and evaluations of direct reports.• Coach others to commit to the processes and procedures of the team to help ensure quality criteria are met with assignment completion.• When assigned, performs the duties as the acting manager during the managers absence• Interact with managers, team leads, and designated representatives of other functional areas to help facilitate interoperability striving for a best customer experience.• Provide 2nd level afterhours support to customer support for customer calls outside of normal business hours.• Assist in testing efforts when needed to meet a scheduled deadline.

Provided support and installation of OSSI products related to Computer Aided Dispatch, Mobile Data Terminals, and proprietary Mapping Systems software to Public Safety customers via telephone, remote desktop connections and onsite.