• Experience with gathering, analyzing and documenting client’s business process and functional requirements• Communicating effectively with upper management and developers in order to develop customized functionalities• Coordinate with multiple resources efficiently throughout the development lifecycle in order to ensure that the projects are completed on time and the implementation met the customer’s requirements• Performed complete software and mobile application implementations on customers’ environment and prepared end users for go live. Conducted onsite software implementation for the following customers: Norwegian Cruise Line, Star Cruises, Seabourn Cruise Line• Performed software and mobile application testing on customer’s sites after implementation and go live• Comprehensive testing for Quality Assurance purposes of the company’s main software products and Android mobile device applications. High experience with manual testing. High experience with test script writing.• Experience with researching issues/bugs found during product testing in order to advise and help developers to solve the problem and improve customers’ software environment• Documented and suggested software and mobile application enhancements based on test findings and also based on customers’ requirements• Worked and implemented individual projects, new functionalities and setups based on customer’s requests for the following customers: Luxury World Cruises, Costa Cruise Line, Holland America Cruise Line• Designed trainings for customers. Trained end-users on the software in order to prepare them for their post-go-live activity• Worked and solved support issues reported by customers • Worked closely with customers on their issues, requests and enhancements• High experience with user documentation writing • SQL: modify and update data in customer’s live environment, analyze and apply new stored procedures • Experience with SQL Profiler, Linux, Powershell, Notepad++

• Process and operations improvement: creation and implementation of new processes in order to effectively lead and manage the organization• Focused skills in operational excellence, proven ability to lead, motivate and to evaluate teams• Support and optimization of management reporting and information flow to Executive Director and Board of Directors• Creation and implementation of new organizational, marketing and strategic ideas• Effective hiring, mentoring, supervision and development of organization personnel• Effective personnel training and qualification• Prepare and lead weekly meetings with Executive Director• Oversee and develop new programs and internal projects• Strategic decision making, project planning• Project and event coordination, key role in managing and directing programs and events• High experience in digital marketing and social media coordination• Manage the organizations’ Google AdWords account• Supervise and manage grant writing• Managed the organization’s fundraising and crowdfunding programs

• Oversaw and led programs and projects at the organization• Coordinated the fundraising project, Discounts for Charity• Recruited, trained, supervised the organization’s personnel• Implemented new ideas and initiatives• Led and organized weekly meetings • Prepared reports on business operation for the executive staff• Implemented new social media strategies• Had key role in planning, organizing, executing annual events

• Experienced in database research and analysis• Evaluated database systems and recommended improvements• Managed data entry, data import and export, database maintenance• Provided technical assistance and support for the organization’s database system• Developed technical solutions for database inquires • Prepared donor reports for Board of Directors • Planned, coordinated events• Identified and organized items to coordinate events successfully• Identified potential sponsors for events and programs• Experience with DonorSnap

• Led a team of 30 agents, motivated them to achieve high quality results to meet business expectations • Provided support to the team members to be able to solve first and second level issues • Designed and managed trainings and quality programs• Prepared weekly/monthly schedules and organized weekly team meetings • Took part of the employee recruitment process• Trained new agents in the use of specific software and applications• Ensured that the agents in the team had the knowledge and resource to meet quality and project expectations• Monitored agents’ calls and prepared quality reports to evaluate team members• Performed skill-gap analysis based on quality results • Ran daily employment-related HR reports• Managed and resolved daily team issues and concerns• Implemented new ideas and processes for the team

• Provided technical support for internal and external customers and employees• Solved critical software and webapplication based issues • Took part of the second level team, solved escalations from first level agents• Made outgoing calls, solving the escalations via phone, e-mail and through remote desktop• Promoted to provide mentoring for the new colleagues• Earned employee of the month award in November 2011

• Provided technical support to customers to troubleshoot IT-infrastructure problems on first level• Provided advanced support for external and internal customers to diagnose and solve softwareissues, by giving step-by-step instructions• Assisted internal users via remote desktop to install UPS software, applications and solved hardware related issues• Experience with testing software and web applications• Active Directory support• TCP/IP configuration• Documented and shared best-practices with new colleagues