• Facilitate, document, and execute Design Sessions to implement Workforce Optimization and Management solutions for multiple clients in a variety of settings to include Private Cloud, Public Cloud, and On-Prem environments.• Deliver Knowledge Transfer sessions on site and remote learning. • Execute project plans within budget and in a timely manner. This includes reporting billable efforts weekly or as required.• Collaborate with team colleagues to migrate clients outdated product versions to latest software version.• Maintain systems to the current patch releases. This required submitting Method’s of Procedure (MOP) and collaboration with the client to schedule system down time.• Volunteer to work nights and weekends to ensure work gets completed.• Research and troubleshoot when client’s system has issues, error messages, or not functioning as designed.• Self-motivated to learn and grow skillset personally and professionally.

• Instruct training classes for Scorecards, Dashboards, and Desktop Process and Analytics (DPA). Scorecard training includes basic understanding of functionality as well as integration of external data into the suite. Dashboard training includes discussion on how data rolls up the chain of command as well as ensuring proper data calculations are in place. DPA training includes teaching the basics of what data is collected to analysis of data for gleaning a streamlined process.• Facilitate corporate meetings to document Workforce Management requirements for a wide variety of customers to include Call Centers, Operations departments and Retail Financial Services locally in the US as well as international markets.• Deliver post-implementation reviews to assess the customers understanding and future needs of the Workforce Management Software.• Develop Time Standards which includes Data Collection and Analysis using Excel for data regression, tracking and displaying results.• Identify Process Improvements to include calculating soft and hard savings as well as implement changes in corporate environments to capitalize on savings.• Perform Project Management duties for small, low budget projects. This included building the Project Plan, allocating responsibilities to various team members for installation of software, end user training as well as collecting COS milestones all while staying on a fixed budget.• Troubleshoot client issues ranging from access rights to scripting databases in SQL