Provide support for project development team members, including leading weekly sessions on development.Serve as a key member for troubleshooting, as well as, reporting and project development.Train and manage teams in assuming application support roles in post-implementation environment.Provide technical guidance for teams including project work plan management, and issue resolution processes.Assist in the planning, development, and implementation of new technical architecture.Supervise the project development of all projects, allowing users ease of switching between multiple environments.Assisted technical support group in resolving database, platform and programming issues.Maintain consistent value added customer rapport while serving as the key decision maker and the primary contact for issue resolution.Ensure all work / task deadlines and deliverables were completed correctly and on time. Managed all staffing, contractual, scheduling, and training requirements to ensure consistent quality program support.Act as a "go between" for all team members regarding questions, concerns, or complaints in support of agents and clients.Assure that all projects are operating in accordance with BOCES policies and procedures at all times.

Responsible for all day-to-day Client reporting in regards to program metrics.Daily Client interaction on matters dealing with: daily sales results, data base issues and list penetration.Built current commission plan/tool and track sales monthly.Responsible for as many as 40 reps on a day-to-day basis.Interview, hire, discipline, coach, and motivate team. Train new reps on sales techniques and system usage.Hold coach and monitoring sessions as well as conduct one on one meetings with reps monthly.Assure that program is operating in accordance with ISO and COPC standards at all times.