Identify, analyze, and document problems relating to the specific product being tested. Develop standards and procedures to determine product quality and release readiness. Interacting with developers and leadership to communicate any defects using Jira while actively participating in replicating bugs, and performing regression testing.Working closely with other team members to create test plans, test cases and test scripts.Working in Agile (SCRUM) methodology and using Jira for defect tracking.

• Manage projects with clients onboarding SAP Concur Web Services, providing functional and technical solutions.• Work closely with clients' development teams to create custom web service integrations that meet their business requirements.• Provide in-depth web service and API support to clients and platform partners.• Cross-collaborate with management and R&D to develop and improve new and existing products and processes.• Responsible for all aspects of the project management lifecycle while being the subject matter expert, assisting and guiding others by sharing knowledge and learning.

• Effective ticket queue management providing investigation prioritization, continuous and timely updates to SAP Concur clients and partners.• Project manage and assigned partner application integration projects; became subject matter expert on said partner integrations.• Work closely with our development team to seek case resolution regarding SAP Concur APIs, web services, connectors, and client/partner enhancement requests.• Take ownership to resolve client/partner issues in accordance with service level agreements (SLAs) balancing speed and quality.• Create processes, troubleshooting, knowledge base, and training documentation for our support teams.

• Effective ticket queue management providing investigation prioritization, continuous and timely updates to Concur clients and Partners.• Work closely with our development team to seek case resolution regarding Concur APIs, web services, connectors, and client/partner enhancement requests.• Quickly established myself as subject matter expert regarding web services/API technology and also with app center partner integrations.• Take ownership to resolve client/partner issues in accordance with service level agreements (SLAs) balancing speed and quality.• Create processes, troubleshooting, knowledge base, and training documentation for our support teams.

• Process and upload all daily submitted expense reports from Microsoft employees to Microsoft Expense website.• Troubleshoot end-user requests through our ticketing queue, working to identify appropriate resolution while maintaining SLA requirements.• Provide administrative and IT support to Microsoft employees regarding the expense report process via telephone, email, and in-person.• Assist clients with special projects regarding expense reports, scan, and print.• Coordinate with Microsoft's IT team to resolve client issues as well as improve user experience; escalating as appropriate.

• Responsible for supervising and monitoring all territorial printer repair and maintenance work.• Manage and diagnose customer cases via case management tool regarding connectivity issues with Printers, Drivers, IPs and company product.• Provide case statistics to increase support expectations for customers.• Maintain a constant communication with Microsoft Administrators and System Engineers regarding case escalations and diagnostics until case resolution.• Support the implementation of new hardware and software which includes end-user training, QA and system analysis.