• Managing application development and systems integration projects of widely varying sizes and complexity• Developing, tracking, and managing project budgets, work plans, timelines and scope • Maintaining ongoing clear lines of communication with all project stakeholders• Ensuring client expectations and quality standards are met for all project deliverables• Direct supervision of creative design, development and quality assurance staff• Taking a hands-on role in systems definition and delivery activities, especially in the areas of requirements analysis, systems design and quality assurance• Assisting business development personnel in pre-sales activities, including sales calls and proposal preparation

• Maintaining and updating site content via Drupal CMS• Assisting in the migration from custom PHP based CMS to Drupal CMS• Facilitate regular backups of site content and databases

• Responsible for a portfolio size of $2.2M• Supporting new and existing projects throughout the project life cycle • Designing and implementing project plans• Primary Support liaison for multiple client portfolios • Organizing weekly client touch point calls• Providing project status updates for internal stakeholders• Evaluating client feedback to assess new business opportunities• Tracking project KPI’s and financials via corporate standard procedures• Coordinating local and offshore teams for project deliverables

• Managed large Operations team with members in Canada and South Asia • Coordinated response teams in a multi-tiered 24/7 support environment with an average 750 monthly ticket count• Developed custom Perl based scripts to capture support hotline metrics• Presented monthly and quarterly based metrics to the internal and client stakeholders• Developed redundant communication pathways using Avaya and Microsoft Lync communications technologies• Created and implemented contingency plans to allow operations to be effective in non-standard operating conditions• Created training documentation for Signiant, Aspera, Rhozet, and proprietary NBC Universal applications• Created and maintained procedural knowledge base using the Confluence platform• Scheduling resources to ensure coverage during peak volume times• Responsible for Performance and salary reviews• Conducting interviews for team candidates

• Case Manager for critical issue escalation• Responsible for leading team members from Client Services, Development, and Quality Assurance Departments to ensure that issue resolutions are delivered in a scheduled and timely manor and reporting to Senior Management to ensure that all stakeholders are aware of resolution progression and client satisfaction levels• Qualifying reported issues to ensure internal resources are allocated accordingly• Proposing and implementing client update procedures• Peer mentor for new Client Services employees; providing a resource for inquiries relating to interdepartmental processes and general support procedures and training sessions for the Intelex System Platform• Providing phone, email, and in person support for clients and pre-sale prospects• Providing technical consultation for Sales staff with RFI and RFP documentation

• Web design and development (Including search engine optimization)• Managing multiple projects simultaneously• Configuring, optimizing, and monitoring operating system software and servers• Providing end user and employee support and troubleshooting services• Assembling and configuring computer systems to meet customer requirements • Coordinated implementation of network and communications related infrastructures

• Installed and configured application and operating system software, and upgrades• Analyzed, troubleshooted, and resolved system hardware, software and networking issues• Responsible for the evaluation and recommendation of hardware and peripherals• Created and maintained electrical and communication related infrastructures

• Designed, developed, and maintained the Associations original website• Online brand development

• Sales & Technical Representative for Palm Computing• Trained Retail and Managerial staff in the use of Palm Computers and related products• Fielded front-line technical inquires in retail environments and tradeshows