Define the vision of the Service Delivery team and ensure that this vision is aligned with the company's strategy. Responsible for the day-to-day delivery of services to customers, working with the team to ensure customer expectations are met and all project deliverables are delivered on time and to specification. Ensure that services are being seamlessly delivered to clients. Liaise with partner organizations, such as Atlassian and AWS, to ensure mutually beneficial partnership requirements are met. Create and deliver custom training programs, product demonstrations, and webinars to existing and prospective customers and colleagues. Led and managed the development of an internal training program named Addteq University.Accountable for maximizing the value of services resulting from the work of the service delivery team.Lead discovery efforts for major capabilities, engaging external and internal stakeholders.Collaborate with business teams to establish strategies and priorities.Create and deliver webinars, blogs, and marketing content promoting Addteq services and solutions.Create estimates, statements of work, and proposals for clients.Perform root cause analyses on lost deals, identifying and implementing corrective actions.Proactively identify risks and issues and enforce management processes.Build and maintain key guiding principles, templates, and other material and share them with other resources in the organization, ensuring standardization and quality.Review new leads and reach out to potential clients.Develop, update, and manage automation rules for new and existing deals, using Hubspot, Zapier, and Jira automation tools.Manage sales pipeline for services and solutions.Research and vet vendors and service providers as needed.

Gather requirements and identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.Craft and implement technical solutions for customers in their environments. Mitigate conflicts and communication problems, promoting collaboration and understanding.   Technical lead for pre-sales and product demonstrations.Ensure that the team's efforts and performance are closely aligned to the project's goals, requirements, specifications, standards, and objectives.Perform requirements gathering, business process workflows, and process improvement for JIRA/Confluence workflows and processes in place, identifying where functionality can/cannot meet user requests.Administer JIRA and Confluence, including creating and managing complex projects, workflows, security schemes, custom fields, dashboards, and report configurations.Install, manage and administer Jira/Confluence add-ons, plugins, and extensions.Plan and conduct Atlassian server to cloud migrations.Develop business logic, and create business requirements documentation.Craft implementation and project plans.Set up and maintain Agile environments for delivery projects, ensuring deliverables are completed on schedule.Perform hands-on work on projects while managing them with assistance from the Chief Delivery Officer.Work with the service delivery team, resolve client complaints and issues, and ensure the team's processes and tasks are carried out effectively, escalating issues as needed.Ensure all given objectives and responsibilities of the team are properly documented and approved.Analyze and troubleshoot any delivery issues in a timely fashion. Document risks and opportunities and communicate them to customers.Conduct training on JIRA and Confluence regarding how to use the tools, new functionality, etc., involved in solutions that Addteq delivered..Conduct Atlassian University training sessions as an Atlassian Authorized Instructor..

Work directly with the development and QA teams to facilitate the translation of requirements into appropriate designs as well as test and deployment plans. Write, review, edit, revise technical manuals, release notes, and other user documentation for internal and external clients. Administer, maintain firm-wide instances of Jira, Confluence, Bitbucket, and Crowd, in addition to a separate Jira instance dedicated to the IT-Development team. Coordinated Atlassian application migration project, identifying and removing unnecessary goals, resulting in a 25% cost savings. Created custom Jira projects, workflows, permissions, issue security, and other Jira objects to meet various specific needs of the development and production teams. Trained users and admins on how to use and administer Jira. Active member of the Atlassian community.· Strong understanding of all technical aspects from both testing and development perspectives.· Gather functional requirements from internal clients and define use cases· Translate use cases into functional specifications· Collaborate with developers to determine testing requirements and caveats.· Participate in development brainstorming sessions and meetings to develop test cases and create documentation for new development initiatives· Create and maintain projects, workflows, screens, dashboards, and more for development and production teams· Evaluate, install, and maintain suite of add-ons for Jira and Confluence· Interact with Atlassian staff and community to find solutions to problems and provide solutions to other admins and users· Train teams, users, and admins on the use of Jira, Confluence, and internally developed applications· Create custom Jira projects, workflows, and other object for development and business teams· Develop a library of test cases and test plans · Install and assist in maintenance of new hardware and software on testing and production machines· Provide application support to internal clients

Conducted extensive testing of web-based applications from prototype to deployment phases. Test plans comprised of functional, user interface, integration, regression, and acceptance testing on multiple platforms. Utilized manual and automated test methods to ensure application compatibility with varied web browsers, media players, flash versions, and internet security suites in Windows and Mac systems.• Integrated account administration into the QA process with the guidance of the development team• Maintained library of test procedures and knowledge base of tech support documents• Formulated new application test criteria and scripts for verifying bug fixes• Collaborated with developers in the preliminary analysis of prototype applications for potential bugs• Participated in weekly development meetings, prioritizing bug lists and evaluating ongoing project status• Provided technical and administrative support to high profile clients, internal staff, and general users

· Managed and support field technicians remotely via telephone, remote control software· Assisted technician in troubleshooting and root cause analyses, finding solutions and/or escalating situation to appropriate solutions group· Installed, configured, and managed servers and workstations remotely· Performed as a liaison between IBM technicians and client technical services and crisis management branches· Performed workstation and server conversions on site for Windows XP rollout

· Responsible for daily & long term management of client's hardware assets, nationwide· Managed asset team & delegate tasks to team members· Developed, implemented & maintained inventory control procedures· Performed internal audits and visual inspections of assets to measure accuracy of inventory database· Ensured asset data capturing processes align with client requirements· Coordinated issues, changes & other relevant information with leadership and management teams· Administrated asset management processes to track history of hardware fixes in ticket system· Created, updated, and maintained records of problem tickets which are non-compliant with inventory process· Reviewed asset database & trouble ticket updates to ensure compliance with asset collection process· Updated management and leadership teams of tickets which have failed the asset collection process· Updated and maintained process for asset data recording, and ensuring processes are being followed

· Project Managed orders and procurement aspect of projects (including ticket ownership)· Process purchase requisitions and purchase orders in purchasing systems· Monitored and maintained inventory levels to meet anticipated usage· Worked with requisitions and delivery companies to solve shipping problems· Assisted in asset forecasting and supply management· Interfaced with Asset Management processes for shipped assets

· On-Site supervisor of field agents· Conducted training and information meetings with Branch Managers and Technical Liaisons· Created teams and delegated tasks to field agents and contractors· Created, managed, and delegated tasks to teams of 5-10 technicians and contractors · In charge of coordinating efforts between IBM field technicians and client regarding network project· Managed information between project management, field agents, and client representatives· Accountable for maintenance and delivery of all SOPs and data related to the project· Briefed clients with all pertinent project details

· Troubleshooting and root cause analyses for PC hardware, software and network issues· Undertook responsibility for client issues· Created and maintained detailed problem records in Help Desk ticketing systems· Handled high volume of client calls

· Responsible for troubleshooting customer problems· Supervised new employees and increased efficiency· Managed customer requests· Worked as a sales liaison

· Trained and supervised the training of new employees· Acted as health and safety coordinator for the lab· Maintained laboratory notebook containing detailed technical documentation of all laboratory procedures and results· Handled multiple work orders simultaneously