Provides technical and administrative direction for personnel performing software development tasks, including the review of work products for correctness, adherence to the design concept and to user standards, review of program documentation to assure government standards/requirements are adhered to, and for progress in accordance with schedules.Manages QA activities including creation and maintenance of relevant documentation.Provides full testing in Safari browser for Mission Website Platform and State.gov.Provides iterative testing during the SDLC to ensure that new releases are defect-freeAssists with the development of test scenarios and test scripts.Conducts regular site audits to ensure websites are in compliance with federal and Department requirements (508, Information Quality, Plain Language etc.) and quality assurance reviews.Collaborates closely with all team members including developers, customers and Subject Matter Experts to shepherd product backlog items from inception through production deployment.Coordinates with the Project Manager and/or Quality Assurance Manager to ensure that problems are solved to the user’s satisfaction. Makes recommendations for approval of major systems installations. Prepares milestone status reports and deliveries/presentations on the system concept to shareholders.

Responsible for completing build-out assignments as directed by the Customer Support Manager and supports and provided additional coverage to the 24/7/365 help desk.Provided coverage for the 24/7/365 help desk for incoming tickets.Mentored Junior System Analysts.Triaged all incoming tickets, assigning them according to established guidelines.Handled Login request and problems to all Wordpress Embassy Sites.Troubleshooted and addressed tickets submitted by end users, resolving tickets within published SLAs with a high degree (99%) of customer satisfaction.Escalated tickets as appropriate, following documented process.Performed site imports as required, achieving 90% accuracy.Provided direct support for end users to implement special requests on their websites, i.e. importing content, re-organizing content and providing guidance on the placement and formatting of content.Performed manual changes required after a production push of new development.Supported, maintained, and created items for the US Embassy Sample Website.

Responsible for the migration of subject matter from multiple websites in a legacy Content Management System (CMS) to a new CMS, WordPress.Migrated web content from one CMS to another.Managed the aesthetics, placement, and accuracy of content as it fits into the pre-defined publishing standards and information architecture. Worked with multiple languages to complete migration requests in different translations.Performed HTML functions transferring pages between web environments.Collaborated with clients addressing content migration requests.

Responsible for developing program and training materials to support curriculum development and other information systems documentation projects. Organized material and completed writing assignment according to set standards regarding order, clarity, conciseness, style, and terminology. Conferred with customer representatives, vendors, or team members to establish technical specifications and determine subject material to be developed for publications.

Responsible for the planning and administration of IT projects, special projects and support services. Cultivated and supported relationships with Accounting and Human Resources while managing administrative tasks such as weekly and monthly reports as well as budgets.