Work with our ATIP Clients and Development to enhance our product to increase productivity for all ATIP processors.

Manage Support desk, QA resources, Technical Writers and Implementations for a COTS/SaaS software that supports Freedom of Information Act Requests. Determine analytics required to ensure proper customer service for our clients. Working through the nuances of supporting Federal/State/Local Governments. Performing the Release management for the latest release by coordinating all the resources to ensure a successful launch.

As of January 2022 AINS, LLC is doing business as OPEXUS. This new brand reflects the shared focus that unifies all the products in our software suite: operational excellence for our community of government professionals. Learn more at opexustech.com #UnstuckGovernment

Manage Tier1/Tier 2 for a COTS/SaaS software that supports Freedom of Information Act Requests. Determine analytics required to ensure proper customer service for our clients. Working through the nuances of supporting Federal/State/Local Governments.

Account Manager working process flow for new customers

Responsible for 7 Managers and 1 direct report individual contributor, as well as 50 indirect individual contributors providing global advance support 24/7. Serving as customer advocate for customers ensuring and optimized customer experience. Addressed and resolved all issues resulting from any outages or upgrades of Manage Service and Messaging service. Provided technical expertise on outage calls and delivered key contributions to determining root causes. Collaborated closely with team identifying tools for development and implementation facilitating enhanced efficiency and effectiveness. Managed $100k budget and resource allocation for travel, supplies, hardware and software requirements. Drove maximized employee engagement and satisfaction boosting metrics 5 points through superior relationship management and mentoring skills. Achievements:Resolved client issues with service stability and repaired relationships with customers escalated to senior management by pairing closely with client compiling grievances and constructing action plan, as well as leading cross-functional teams through resolution. Facilitated optimization of customer satisfaction by implementing Change Coordinators evaluating change, notifying all critical customers, all implementation teams, and ensuring one over one for, as well as handling change documentation including immediate and future reversion procedure in the event of an issue. Slashed 3500 ticket and 60 day backlog to 700 tickets and 25 days by assembling triage team determining proper team members for ticket resolutions, as well as pulling 2 escalation team members for training new agents ensuring rapid resolution of all backlogs. Reduced time for patch deployment from 6 months to 3 weeks through implementation of plan addressing patching of all Manage Services environment applying patch to instance seeing issues first and moving to all other instances.

Partnered with Developers and Implementers ensuring stability and availability of Manage Services platform. Paired with clients determining new enhancements to platform, directed team of 7 direct reports ensuring all platforms on most current software, as well as performing upgrades and testing on all software and operating systems. Achievements:Eliminated 2 – 4 hour outage for upgrades by collaborating with Engineers and operations team converting platform from single instances to multi instance environments platform allowing start and stop in one instance without affecting platform. Successfully implemented a program requiring every change on production environment to be performed with one person following the change procedure with another person reviewing screen ensuring compliance with Standard Operating Procedures. Reduced change failure errors by 90%.

Collaborated with Developers and Customer Support Agents ensuring all requirements for duplication, development, and testing of solution for issue resolution. Created QA plan testing all releases ensuring proper updating and zero defects. Achievements:Documented every step required for upgrade in production from ISAM to Oracle by collecting all data for each environment requiring upgrade and executing mock upgrade on development machines determining timing and potential issues facilitating proactive fixes. Garnered Award of Excellence for leading SAP system project for manage services platform including facilitating customer in creation of the ALE adapter. Created and managed training and documentation program for newly implemented Manage Service platform.

Served as Customer Advocate for all Software Customers resolving environmental issue causing software issues. Collaborated with Marketing and Engineering and acted as escalation point for service desk agents handling any irate customers.Achievements:Resolved client database corruption caused by power outage by guiding client through indexing all databases and verifying they were clean.

Software support for our Unisys Systems running Standard Telephone Service order systems.