• Managed all aspects of integration between AT&T systems with external vendor on cloud product with over 1.5 million customers.• Worked with Product and Program Managers, Developers, Testers, Systems Engineers, and Customer Support in all levels of the development cycle. • Provided Tier 4 Support for client cloud storage application (mobile, desktop, and web)• Provided resources and testing to external vendor to ensure on-time delivery of preproduction and full release builds.• Responsible for writing business requirements, joint integration requirements, and customer facing documentation. • Utilized internal systems (QC, Confluence, and SharePoint) to manage timelines, defects, communications, and documentation for the overall project.• Engaged Legal/Subpoena Teams for delivering an automated daily process for over 30 law enforcement requests per week.

• Works cross-functionally with Customer Care, Customer Delivery, Engineering, IT and Product Management teams to gather information, reporting and design solutions to resolve 98% of all product issues and drive product improvement• Effectively manages 2 vendor companies to deliver high quality products to give the best customer experience and build revenue for T-Mobile• Proactively identifies over 12 monthly opportunities for technical, process and policy improvement and makes constructive suggestions for change• Conducts ongoing subject matter expert level diagnostic investigation for 6 customer facing products to reduce revenue leaks (>$200K) and ensure technical quality.• Supporting the development process for Android, Windows Mobile, and BlackBerry devices• Manage technical partner relationship for the T-Mobile Third Party Gateway (SDG), which accounts for $2,000,000 in revenue per year.• Provide operational support on a technical level to over 70 partners using knowledge of billing APIs, GSM/GPRS, handset client, and purchase workflow.

Analyzed Support Data from OEM Partners (Dell, HP, Sony, Toshiba) and Microsoft Support Agents to provide feedback, planning, and opportunities in the Product Development Cycle for Windows.- Managed end to end solution to reduce support costs for strategic partners, Dell and HP- Implemented support projects through Product Development Life Cycle (Planning, Beta, Pre and Post Launch).

Microsoft OEM SupportWorked in conjunction with OEM Partners (Dell, HP, Acer, Sony, Toshiba) to provide assistance with their top technical issues with Microsoft Windows. - Analyzed support data, testing and replicating customer support scenarios, to identify and mitigate barriers to success.- Developed new processes (troubleshooting steps and tools, content) to improve product support by reducing the time spent on customer calls by 50%.

Provided pre and post-sales support, deployment engineering, and consulting on Microsoft Press Interactive Training to enterprise customers.- Managed technical accounts for Fortune 500 Companies and achieved 103% of quota for 3 years.- Collected and communicated important customer feedback to the product group to bring about improvements with usability, functionality, and integration with all platforms.

Corporate Account Rapid Deployment TeamTechnical point of contact for the USHQ Sales Federal District Team. Assisted customers with questions, issues, evaluations, and deployments of Microsoft Software.

Provided pre-sales technical information to Microsoft Customers, Solution Providers, and Independent Software Vendors. Focused consulting on Microsoft Data Management (SQL Server) and BackOffice Systems products.