Completed Technical Certification training with 100% accuracy.Successfully collaborate with cross-functional teams to provide technical support to users with varyinglevels of expertise in the Healthcare, Military, and Manufacturing industries.Regularly receive positive feedback for customer service, issue resolution, and providing efficientservice.

Technical sales expert for IBM Watson Care Manager (WCM) solution sales teams.Responsible for WCM internal and client-facing demonstrations of software.Worked with sales team to provide technical information when responding to client proposals.Acted as interface between clients, sales team, and product development.Participated in conventions as technical lead for booth demonstrations and in conversations withpotential clients.

Led courtroom operations team, supporting multiple clients and product lines in a high-volume environment.Troubleshot software and workflow issues in on-site, Azure, and AWS settings.Maintained relationships with end-users and served as the primary contact for client support managersand development team leads, management, and product owners.Managed account relations, addressing customer concerns, defect remediation, and system-downcritical issues.Conducted QA analysis while troubleshooting client configurations across eight product lines.Provided on-site support for statewide rollouts and county implementations, collaborating withjudges, elected officials, and court staff.Developed and delivered training for four product lines, both on-site and virtually, for groups andindividuals.Managed up to eight clients simultaneously, serving approximately 25 million people.Created training guides and master-level certification programs for four product lines.Assisted in QA application design, project planning, data analysis, and documentation.

Managed issues for 60+ state and county clients simultaneously.Oversaw release management for all fully implemented clients via Installation Management Service(SaaS and on-site).Collaborated with development to select software packages for defect remediation, ensuring no newconflicts.Led weekly issue management calls with client IT management and stakeholders.Provided on-site training and support during multiple client implementations.Demonstrated products at user conferences, coaching clients on functionality.Trained new staff on support procedures and Odyssey functionality as a subject matter expert.

Designed and supported 200+ client and internal projects, creating technical documentation and clientrequirements.Managed projects using standard software development methodologies, collaborating crossfunctionally.Communicated client needs to development and explained technical limitations to clients.Conducted QA analysis on code for 30+ projects before release.Collaborated on developing internal software certification tests for the Odyssey product.Provided expertise during client go-lives, focusing on system configuration, troubleshooting, andtraining.

Developed multiple ARS instances for network trouble management. Managed projects by creating requirement documentation and providing postproductionsupport. Assisted consultants with Netcool trouble management software configuration.

Provided on-call support and acted as primary contact for system outages. Configured and maintained Remedy CRM/TMS for 11 phone switch instances. Served as business analyst, gathering requirements for full life-cycle development. Developed resource tracking system using ARS framework. Coordinated high-level management reporting and documentation.