Maintain end-to-end accountability for application service delivery for more than 150 client environments. Primarily focused on customer service, operational stability, and production management. Responsible for client communication and issue management, process and performance improvement, problem management, and all operational SQL scripting.• Technical account manager for key airline customer, responsible for identifying and solving priority issues and improving customer engagement and satisfaction• Managed performance testing and capacity planning for lift-and-shift to Azure for 50+ live production environments• Responsible for real-time major incident management, directly communicating with customers, stakeholders, and internal technical teams to solve critical operations issues• Perform root cause analysis for major incidents and publish results for customers and internal stakeholders• Review and approve all SQL scripts by Operations resources, manage and enforce scripting standards and associated code templates, coordinate client data retrieval• Enhance monitoring capabilities and automation using observability tools to reduce MTTR for operational issues, develop and improve monitoring and alerting logic• Develop dashboards and coordinate with SREs to improve operational efficiency and enhance observability• Drive team process and service delivery improvements, SOP updates, and new technology adoption

Provide functional and operational support for airline reservations, passenger service, and operations management systems for more than 50 enterprise clients worldwide. Engage with clients and internal stakeholders to ensure service stability and drive problem resolution. • Subject matter expert for multiple application and business functions, including global distribution systems, MSMQ messaging, and reporting• Provide high-level troubleshooting across a variety of applications and platforms, including .NET services, Windows / SQL Server, and functional support for airline systems• Responsible for SQL scripting for production data analysis and correction, provide script review for operational SQL scripts prior to final development approval• Manage client billing report delivery, review and deliver more than 200 reports monthly, deploy RDLs and maintain data summarization and ETL process• Advise development team on supportability for application improvements, including requirements gathering and support process design for new products

Application support analyst for MyFloridaMarketPlace, the State of Florida’s eProcurement solution. Serve as Subject Matter Expert for Ariba Buyer, Sourcing, and Analysis applications and proprietary vendor management portal. Provide operational support, with a focus on design, testing, and troubleshooting. Support desktops, servers, virtual machines and network infrastructure.• Monitor more than 50 scheduled batch processes for all MyFloridaMarketPlace applications, plan and verify recovery for import, extract or transfer failures• Maintain primary responsibility for meeting three contract SLAs, including development and deployment of monthly system data updates, and monitoring of transaction processing• Deliver training sessions to team members and client staff detailing application functionality and key business drivers for process/technology solutions• Develop application Use Cases, process documentation, and technical documentation• Assist with test script maintenance and system testing for monthly code releases• Responsible for troubleshooting, documenting, and developing workarounds for system issues within three-day SLA, investigating and resolving approximately 8-12 issues weekly• Develop reports on an ad-hoc basis using SQL or AQL queries or Crystal Reporting tool• Perform desktop support and domain/Active Directory administration for MS XP, Vista, and Server 2000/2k3 machines for more than 40 users, administer Cisco Catalyst 4000 switches• Assist with base image development, maintenance, and deployment of 72 virtual machines on 12 physical machines running VMWare esX 3.5• During upgrade of vendor management application, created more than 20 functional designs and UI screen mockups, documented hundreds of system requirements, created 26 test scripts for application functionality and batch processing, developed batch interface testing approach, and served as primary tester for 19 batch interfaces

Tier 2 Customer Support for MyFloridaMarketPlace call center. Provided end user support for Ariba Buyer, Analysis and Sourcing. Ensured prompt, courteous customer interaction from call center staff. Supported desktops and servers in a Windows client-server environment.• Responsible for investigating and resolving system issues escalated by Tier 1 support staff and providing phone and email support for system users• Provided quality assurance for Tier 1 staff responses, reviewing 15-20 email responses daily for accuracy and professionalism, prior to delivery to end users and client staff• Completed monthly operational data updates and monitoring of transaction processing• Developed and delivered training sessions for internal and external users on system functionality, existing system issues, and common issue resolution • Developed and maintained standard email response templates for common system issues• Assisted with regression testing for monthly code releases• Performed desktop support and maintenance for 15 Windows XP machines

Provided end user support for MyFloridaMarketPlace, focusing on customer service and troubleshooting. Selected for Buyer support team with client-facing responsibilities. Assisted with testing and documentation.• One of four testers for Ariba Buyer upgrade effort, also responsible for documenting system issues and providing training to Customer Service Desk staff on new versions• Created a data map linking and defining over 100 fields in Ariba Buyer and Ariba Analysis applications, and assisted users with ad-hoc report creation in Ariba Analysis• Responsible for investigating and resolving application issues by providing phone and email support for system users, handling 50-60 interactions daily• Assisted with regression testing for monthly code releases

Coordinator of IT equipment procurement for offices in an eight state region. Oversaw the approval, purchase, delivery, and payment for all IT and telecommunications equipment for region offices. Worked with field technicians to identify and document system specifications.• Changed purchasing standard for monitors and negotiated pricing with independent HP channel partner to realize monthly savings of $5,000 to $10,000 on equipment purchases• Worked with regional IT office to standardize desktop and laptop configurations to reduce requisition cycle times and streamline purchasing processes• Coordinated from requisition to payment over 100 orders for IT equipment per month• Worked with Computer Depot to build and maintain an inventory of configured, ready-to-ship desktops, laptops and often-used maintenance supplies, reducing delivery and setup time for IT equipment