• Managed a team a team of both offshore and onshore support analysts covering North American and Asia Pacific time zones. Approximately 20 direct reports including two team leads • Our management model is a matrix model in that I have direct reports as well as team leadership to about 25 other line-staff and team leads and relational/functional leadership to another 10-20 who provide support for different products• Managed these groups during the successful merger of of two multi-million dollar companies; this is an ongoing process and involves developing and modifying shared business processes and championing our shared vision, mission and goals. • In this role our management team stood up a brand new team of support analysts from scratch, remotely, during a pandemic. • Created and managed polices, procedures, developed and monitored employee KPI’s and team performance metrics.

• Deep knowledge and content expert. • In addition to direct customer support, provided comprehensive on-boarding, and on-the-job training, mentoring, coaching to about 20 colleagues over the years. • Provided input on all hiring and some firing decisions• Manage scheduling for daily work shifts; holiday, after hour, and on-call coverage. • Daily management of the in-bound Case (ticket) queue, assessing and directing cases to Analysts; and Tier 3 Technical Support. • Created and managed most internal technical documentation as well as influencer of publicly facing documentation; a technical knowledge expert and resource for the company• Influencer of policy and procedures; scope of support, and all around resource

• 3 roles in 4 years: Business Analyst; Account Executive, Solutions Engineer• Day to day activities of inbound Case queue and providing technical solutions for customers as well as prospects. A top contributor to the knowledge base and from time to time the smiling face of Conga at trade shows. Produced several webinars. • Pursued leads, initiated new business, demonstrating products, negotiating pricing, closing, as well as providing the technical assistance to train customers and configure Conga products. • Rapid growth and start up experience; from working with the founders, and two VC purchases as of today. I was about employee #40; April of 2020 we had 400 + and in May 2021; post-merger we now have about 1600 employees. Additional activities Advanced SOQL user and trainer using the Dev Console and Workbench. Excellent understanding of Salesforce data structures, standard and custom objects, formula fields, lookup fields, validation rules and roll up summaries, Profile Permissions, Salesforce reporting, report types, etc. Excellent Workflow understanding and implementation and to a lesser degree Process Builder and Data Loader, experience with APEX, VisualForce and JavaScript.

• Product support and first point of customer contact for proprietary tax assessment and collection software: CollectWare and RealWare• Troubleshooting of application, data management, application configuration; management of patch and step upgrades• Training, validation and documentation of bugs, management of ticketing system, 409 tickets closed last year• Required knowledge of Oracle and SQL Server database environment and tools• Patch Testing to ensure all bug fixes meet customer requirements• Extensive knowledge of County Treasurer business practices; collection, distribution, disbursement, journal entry, misc payout/receipt, general accounting principles, and general ledger management• Data maintenance and updates in customer database(s) as part of ticket resolution • SQL queries, ad hoc to meet customer needs, modification of views, creation of custom reports

Support of Enterprise-wide applications: Banner, AppWorx/UC4, AppXtender, Accutrack, Argos, Banner Self Service, Data Query and Reporting, using Argos and PL/SQL Developer, D2L, Form Fusion, Luminis, Oracle 10/11g database, Student Access, Linux/Unix & VI, PL/SQL programming; Packages, Procedures, Functions and Triggers, SQL, WebTailor, Wiki development; Tier 2 Help Desk, resolving issues for Student and Staff, using remote assistance tools, troubleshooting and resolution with a high degree of customer contactProject Mgmt and Project leadership. Banner Maintenance, Troubleshooting and Support. Modification of baseline codeAccomplished SQL query abilitySystem administration of AppXtender, AppWorx, and Argos. All aspects of Banner Security. Documentation of all processes. Analysis of best solution strategies; vendor/consultant selection and relationship managementProjects: SSN and other data masking, Banner reports: 50+ unique Argos datablocks in addition to a conversion of legacy reporting system. Produced 75+ pages of process documentation in a Moin Moin Wiki format. Accutrack (student lab software) upgrade and FoxPro to SQL Server conversion. Technical assistance to project manager: Banner 7 to Banner 8. Rave: Emergency Alert. Automating the major processes of the Disability Access Center. Implementing Image Capture for Human Resources. Returned all Image Capture Security into IT's administration.