• Lead a team of OnBase Cloud Support Analysts, providing guidance, mentorship, and performance management in a fast-paced, mission critical environment while ensuring superior customer service to our global customer base.• Foster the creation of a collaborative environment for improved morale and productivity promoting knowledge sharing and innovation driving an increase in case throughput and lowering active caseload.• Conduct a daily retrospective of team KPIs to ensure goals/objectives are meet while still promoting a culture of fearless feedback in the moment.• Conduct regular performance evaluations, provide actionable feedback, and identify opportunities for professional development, resulting in improved employee engagement and retention.• Partner with R&D, Customer Success, Professional Services, and other internal departments to drive engagement of resources to aid with support delivery reducing escalations.• Developed and implemented support strategies including knowledgebase enhancements, training programs, and process improvements. These include developing department documentation standards, multiple OnBase Healthcare training courses, and dynamic customer case review scheduling.• Experience with the transition of support services to a cost-saving, globally distributed workforce model to meet shareholder demands.• Active participant in the 24/7 on-call management rotation ensuring analyst support and escalation resource availability to serve our global customer base.

• Actively participated in solving technical issues alongside team members, offering hands-on support, and reinforcing a culture of shared responsibility.• Spearhead customer-centric projects, ensuring a seamless support experience and addressing critical issues promptly.• Lowered the teams active case count by regularly conducting support case reviews with team members to drive case resolution while providing targeted technical and procedural feedback. • Partnered with management to provide potential development opportunities of individual team members aiding in the growth of their technical knowledge and skillset.• Act as a bridge between the team and upper management, ensuring clear communication and alignment with organizational goals.

• Provided customers and partners with assistance determining software issues with the OnBase software suite and providing steps to address their challenges within their solution by various communication methods. This included the use of tools such as Microsoft SQL Management Studio, Oracle SQL Developer, Splunk, Fiddler, Wireshark, and Debug Diagnostics.• Provided customers with recommendations and best-practice configuration to ensure operational efficiency of their solution.• Created detailed documentation of each case to assist in providing referenceable material.• Tested and identified potential defects within the software based on customer experience.• Provided multiple on-site technical visits to high-profile, highly escalated customers.• Assisted Team Leader in providing coaching and best practices to newer team members.

• Responsible for installation and maintenance of all In-Store Use technology including MDM iPhone-based POS system, employee workstations, printers, and company-owned mobile devices (iPhone/iPad/iPod).• Lead and inspired a team of visual merchandising associates, providing guidance, feedback, and training to foster their professional growth and ensure consistent adherence to visual standards.• Coordinated third-party vendors for daily preservation work, routine structural maintenance, and ensuring all aspects of location meet and/or exceed brand standards.• Reduced location spending on materials and equipment by 10% through identifying excess use and implementing a responsible use policy.• Created project proposals and collaborated with store and market leadership about the operational needs of the location.

• Primarily responsible for supervising the day-to-day activities of the sales team in designated department in order to maintain a high level of profitability and customer service in accordance with performance standards. • Provided supervision, coaching/training, recruitment, and scheduling for department associates. • Monitored activities and participated in performance assessments of sales staff. • Performed a variety of sales/customer service activities to ensure complete customer satisfaction. • Developed and maintained a high level of product knowledge pertaining to merchandise in designated department, as well as monitored and maintained the sales floor for the department, including inventory control, correct ticketing, accuracy of promotional signing/merchandise, etc.

• Maintained, analyzed, troubleshot, and repaired computer systems, hardware and computer peripherals for school network. • Documented, maintained, upgraded or replaced hardware and software systems as instructed by IT director. • Supported and maintained user account information including rights, security and systems groups under IT director supervision. • Selected for advisory panel for new computer system platform.

Successfully managed IT related tasks including hardware upgrades, software upgrades, and application support. Valued member of the IT board for the organization.• Implemented workstation solutions to each classroom in organization.• Designed and Executed wireless networking solution.• Provided IT troubleshooting for faculty and staff of organization.