•Assist end users by providing guidance and suggestions on business processes, training and application functionality for daily issue resolution of supported applications (Personify, Data Analyzer, Salesforce, Web Platform, Digital Cookie)•Work closely with other teams to troubleshoot, identify and document application issues, errors and trends that require escalation to Systems Admins, Subject Matter Experts or vendors•Lead weekly team meetings to review caseloads, reported issues, training and resolutions to commonly reported issues of supported applications•Continually create and update training documentation for Support Analysts to use as guidelines for providing standardized troubleshooting techniques and business processes to end users•Participated in the development/design of Salesforce Service Cloud for GSUSA Case Mgmt•Create “How to” documentation for all GSUSA staff and council users.•Conduct training webinars Salesforce Service Cloud Case Management application•Continuously monitor case volume to identify potential training opportunities for councils and organization staff members•Present technology updates/how-to training during organizational technology update webinars•Created and continually update Dashboard reports in Salesforce to help Queue owners manage and monitor case queue volume•Regularly use Excel, PowerPoint and MS Notes to gather, analyze and report monthly team stats to manager •Assist end users with data inquiries, query design and reports to the extent of advising users on how GSUSA processes and procedures may affect displayed data•Assisted with quality assurance testing of new releases for Personify, Digital Cookie, Salesforce Lightning and Salesforce Service cloud•Worked directly with Digital Cookie vendors to identify and resolve reported issues.•Participated in the Digital Cookie – Deployment Matrix Team working to identify and resolve issues related to the girl, parent & volunteer experience in Digital Cookie

• Work closely with other council departments to provide ongoing consultative guidance and support to appropriate staff and volunteers in the implementation and utilization of integrated CES relationship management and online registration systems.• As CES Project Manager, ensured the validation and accuracy of data conversion from WinPCMS/WinCAS to CES Personify.• Created, documented and provided staff training for CES Personify business procedures.• Designed, programmed and continually maintain council eBusiness website.• Created eBusiness “How To” documentation and provided training to council volunteers, making a smooth transition to eBusiness possible for both staff and volunteers.• Created and documented processes and procedures for handling eBusiness Help Desk phone calls.• Assisted GSUSA in the quality assurance testing of Data Analyzer and Personify 7.3.1 version.• Utilized Reporting Services and SQL stored procedures to create and deploy reports for marketing, sales, operations and executive departments.• Documented processes and procedures for completing recurring reporting needs and business procedures.• Provide training and support to the Business Process Integration team for all organizational Ad-hoc reporting needs (SQL, Crystal Reports, Data Analyzer and MS Access).• Provide Help Desk support to staff• Maintain and manage all infrastructure and information systems necessary for the continued operation of the council such as hardware, software, email and servers.• Manage budget administration for information and communication technology needs.• Participate in establishing policies and procedures related to the use of all council systems, equipment, hardware and software.• Identify and provide technology training for staff for council-specific software/hardware either internally or through external vendors• Designed and programmed Access database to track camp reservations.

Fulfillment Analyst - 2002 - 2007• Used SQL and AS400 to create and provide reports for sales, product management, marketing and finance departments.• Created and documented reporting processes and procedures.• Created Ad-hoc projects and reporting for management to assist in business decisions.• Assisted in the process of migrating AS400 database information to a new SQL server for a data centralization project.• Helped to create a user dashboard that allowed customers to generate “on-demand” reports for basic marketing and sales needs.• Imported data from the AS400 to Excel and used Pivot tables to provide a more detailed analysis of the data for my customers.Technical Analyst - 1998 - 2002• Provided technical support for Abra Enterprise and Abra Online customers• Analyzed, resolved and documented complex product issues.• Used SQL to review, update, add and remove data from customer database files.• Trained other Technical Analyst, as well as customers.• Created reports for customers, using Crystal Reports.• Assisted in creating training manual for the Payroll portion of Abra Enterprise.• Worked on project to certify Abra Enterprise for release to customers.• Assisted other Technical Support Representatives with questions and training.• Team Leader for re-engineering of the departments call and workflow process.