•Established company Agile approach to software development by introducing Scrum and Kanban frameworks to increase department visibility, product increments, and continuous development.•Responsible for all aspects of the Engineering and Implementation Departments including staffing, budgets, products, goals.•Lead teams of 8-20 Engineers, Product Owners, and Implementation Specialists to manage and deliver stakeholder expectations on various products. This includes national (Florida, Maryland, California, New York) and international (Colombia, Bosnia, China, Brazil) talent in both remote and in-house capacity.•Product – DMS (Dealer Management System) Integrations. Assembled a team of cross-functional engineers to create and maintain integrations with eight DMS systems providing data for use with our core CRMSuite product.•Product – OEM (Original Equipment Manufacturer) Integrations. Oversee continuous development related to over 20 certifications and re-certifications with vehicle manufacturers including Honda, Porsche, General Motors, Toyota etc.•Product – Worked to improve communications between Employees, Customers, and Third-party stakeholders by integrating Twilio (Phone, SMS, and Chat) and SendGrid (Email) into the core CRMSuite product.•Product – Inventory Management Service. Worked to create an integrated system for flat file processing of dealership inventory with over 200 different third-party data providers.•Project – UDA (Unified DMS API). Oversaw project to create a unified system to communicate to multiple DMS’s and return unified objects for Sales, Repair Orders, Service Appointments, and Inventory. This project is capable of being packaged and resold as a standalone SaaS product. •Project – Implemented the IaC (Infrastructure as Code) approach to creating and maintaining resources in GCP and AWS. This increased scalability, portability, and application control using Ansible, Docker, Terraform and Kubernetes for container orchestration.

• Responsible for maintaining applications/code, troubleshooting problems and coding fixes all through a LAMP environment resulting in 350 documented fixes in first year. • New product development included proprietary items such as InstaHelp, Parature Data Mining, FileAnalyzer, LeadBlast and ActivityAlerts • Development and bug fixes included front-end HTML, CSS, and JavaScript (jQuery and Knockout libraries) and back-end PHP and MySQL. • Act as technical project manager on OEM lead acceptance and processing. This included working with other engineering team members on long term planning, management, and maintenance. Lead OEM responsibilities include BMW, GM, Subaru, Mazda, Toyota, Nissan, Porsche etc. • Created several in-house web tools utilized by iMagicLab/CRMSuite staff. This included reporting features as well as customer tracking software

• Developed companywide SOPs for servicing of dealership accounts and inter-department communication. These SOPs resulted in a more efficient communication process throughout the company • Created business proposals for integrating new technologies to streamline customer and company growth. Executed internal implementation of CRMs to include Parature, TeamSupport, and Salesforce. This resulted in granular tracking of support tickets and customer requests • Supervised a staff of 8 personnel providing thorough customer support including bug reporting, ticket processing and serving as support liaison to the engineering and training departments • Responsible for conducting semiannual Customer Care Representative reviews. Also, trained department staff regularly and performed individual professional growth sessions

• Introduced and implemented quality assurance methods within the current company development process to insure successful software implementation • Acted as the primary QA software tester for a team of 6 software developers, testing user interface and system functionality

• Provide customer support using ticketing systems, inbound calls, and chat messaging to over 1,200 automobile dealerships with a user base of over 15,000 customers conducting training sessions and identifying software bugs verse user error • Maintain customer peripherals to include on site kiosks and driver’s license scanners that integrate with iMagicLab/CRMSuite web-based software • Setup and maintain in house computer equipment including servers, Desktop PC’s, laptops, and printers with full networking functionality

-Manage a company of six residential DIRECTV installers and one secretary, routing and tracking employees on a 6 day a week operating schedule-Improved installation quality while reducing overall installation times by creating company policies designed to train all employees on the standard operating procedures and processes involved in residential installations-Conduct site surveys to insure high quality of installation and customer support

-Provided technical assistance, support, and advice to National Security Agency employees and contractors-Conducted remote access to fix or assist employees in computer related issues-Diagnosed computer problems and submitted tickets in the event that higher level maintenance was required-Earned numerous awards for office-wide initial quick fixs, resulting in extra incentives

-Planned, coordinated and executed quick deployments to global locations in support of SIGINT requirements levied on the National Security Agency to install and maintain collection systems-Designed, installed, and maintained two in-house operations centers, utilized by 50 military and civilian engineers for information collection and management-Selected over ten co-workers, including four senior ranking personnel, to fabricate and maintain $1,500,000 worth of SIGINT equipment during three deployments-Mentored and counseled four junior personnel on technical training and development for career progression resulting in promotions ahead of schedule-Company Training NCO, resposible for training entire company of 220 soldiers on CTT skills from PVT to SFC.

-Maintained division level, ground based, direction finding assets with less than 12 hours of operational downtime, resulting in laudatory comments from General/Flag officers. Awarded the Army Achievement Medal-Initiated strict guidelines on calibration procedures and maintenance requirements for test equipment, resulting in 100% accountability, allocation, and distribution of test assets and minimizing system downtime. Awarded the Army Achievement Medal-Assisted civilian engineers in the design, installation and operation of a prototype system called Analysis and Control Team ENCLAVE resulting in the army wide purchase of 90 systems. Awarded the Army Achievement Medal

-Administered organizational level maintenance on ground based radar and direction finding systems that utilize UNIX based software-Ordered, organized, and tested supply stock items used to repair downed systems, with an overall value of $22,000,000. Awarded the Army Achievement Medal-Selected to purchase and track bench stock repair items with a spending and retaining balance of $15,000

Advanced Training on MOS specific duties and soldiering.