• Providing ongoing remote access for critical business needs and employee benefits in crisis environment• Developed custom automated sales-to-delivery workflow system with comprehensive inventory and status tracking• Slashed IT services costs while increasing operations efficiency

• Promoted from Technical Support Engineer to Manager in 3 months• Managed Tier 1 and 2 teams for the Application Support department of an industry leading SaaS social media management tool• Implemented web forms – moving the department away from email driven support• Oversaw application support while the company doubled in size

iTradeNetwork, Inc, is the leading global provider of on-demand supply chain management and intelligence solutions to the food industry. With over 10,000 clients, the food and beverage industry’s largest names including Coca Cola, Safeway, and Walmart are just a few of our customers.• Managed the Tier 2 Technical Support team for industry-leading supply chain management SaaS solutions• Key member of crisis leadership team as on-call leader for system outages• Integral member of team tasked with transitioning product, staff, and infrastructure, in migrating application to a data center colocation facility• Implemented documentation initiative, building customer-facing knowledge base• Created new database refresh procedures, reducing time for Production to Test refresh from 1 week to 4 hours• Built out support section of corporate website, integrating customer login directly into corporate site, reducing ticket volume, and streamlining customer communication

D+H is a multi-billion-dollar financial technology company, and the leading end-to-end provider of retail, commercial and transaction banking solutions. With over 5,500 employees, and 8,000 clients in 70 countries, D+H calls many of the world’s leading financial institutions customers. As a support engineer, I am the first resource for customers and maintain ultimate responsibility for resolving issues, no matter how complex. The position draws on a mixed skill set of customer relations and technical competence.• Provided 24/7 mission critical, advanced technical support• Worked with real payment information, including live data, with a proven history of attention to detail and error-free work, entrusted with the ability to modify active payment files for processing with the Federal Reserve Bank• Set up, configured, and maintained client environments, in self-hosted and SaaS environments• Installed, upgraded, and managed software and databases on customer systems• Worked with development and QA to identify, replicate, debug and patch issues• Served as primary channel for customer communications, managing concerns, providing custom datasets and reports, and working to identify and resolve problems pre-emptively• Designed a custom alerting system to notify of problems on hosted client machines

CGI is a comprehensive communications and marketing firm that specializes in results-oriented, political and strategic positioning. At CGI I was responsible for design/development and maintenance of the website and other technologies. As the point person on all things technical, I also interacted directly with clients throughout the design and development process.• Designed and developed a web presence, workflow and documentation for client interaction• Managed technical infrastructure, designed and developed all client sites, including guiding clients through the process

Health Share IQ is a software start-up company focused on building and selling market share analysis tools for hospitals, the backbone of which is a 100+ million record database. Working here exposed me to and allowed me to actively participate in all aspects of building and running a technology business. My diverse responsibilities included everything from server and network administration, to creative-content development, software design and development, sales and client support, strategic planning and anything else that needs to get done.• Designed and developed a comprehensive, web-based analytics application, which went to market in 9 months• Served as in-house IT and DB administrator, responsible for setting up and managing application, database and web servers, networking, Disaster Recovery, and all other IT needs• Trained clients on-line, on-site, and provided customer support