• Building relationships with customers and engaging in upselling on new features and enhancements built for others, but based on data, they could benefit as well. Example would be new cloud mapping feature with existing product, to eliminate the need for physical servers with manual mapping updates. The cloud solution offered frequent updates while reducing outages. I also participate in Proof Of Concept meetings, where I have to setup systems/data to mimic customer’s needs, and train the clients on the product.● Engage with customers to hear feedback about current issues and their severity, and enhancements they would like to see, weekly/monthly/quarterly reviews. Work with vendors and grasp requirements for such changes requested. Strong focus on CSAT and ROI.● Use Oracle Toad and Visual Studios 2019 for application support/ data manipulation for issues when they arise. ● Participate in application upgrade/implementation, which involves all new hardware, desktop application, database, etc. Conduct and lead testing meetings for new features and bug fixes, and/or training calls and presentations.● Currently helping manage an upgrade project. Working on timelines, customer communication/training strategies, deployment activities, and outage impact for cutover.

• Building relationships with customers and engaging in upselling on new features and enhancements built for others, but based on data, they could benefit as well. Example would be new cloud mapping feature with existing product, to eliminate the need for physical servers with manual mapping updates. The cloud solution offered frequent updates while reducing outages. I also participate in Proof Of Concept meetings, where I have to setup systems/data to mimic customer’s needs, and train the clients on the product.● Engage with customers to hear feedback about current issues and their severity, and enhancements they would like to see, weekly/monthly/quarterly reviews. Work with vendors and grasp requirements for such changes requested. Strong focus on CSAT and ROI.● Use Oracle Toad and Visual Studios 2019 for application support/ data manipulation for issues when they arise. ● Participate in application upgrade/implementation, which involves all new hardware, desktop application, database, etc. Conduct and lead testing meetings for new features and bug fixes, and/or training calls and presentations.● Currently helping manage an upgrade project. Working on timelines, customer communication/training strategies, deployment activities, and outage impact for cutover.

● Providing excellent customer support for proprietary SAAS branding software, from sale, through implementation and renewals, CSAT, issue resolution. Build great relationships to turn customers into advocates for future business.● Handle escalated support tickets that involve looking at the code, and database. Code is Python and database is MySql. Use MySql Workbench and Pycharm.● Responsible for attending meetings with developers, then customers to discuss future launches, code releases, potential risks. ● Use our specific installation of Splunk to analyze error messages, find root cause.● Manage client expectations regarding current issues and upcoming releases. Coordinate beta testing of new features with specific clients. Attend weekly/monthly meetings with clients, some in person, to discuss issues, upcoming changes, and wish list items. Engage clients that are not using all features to try them. Gather and present information on how new features could help clients.● Triage/analyze issues related to money, both from the client’s side, and licensee’s side. Analyze contracts to ensure system is calculating correctly.

● Handle escalated support of production issues, including software, hardware, agent specific issues, internal issues (desktop support)● Participate in meetings regarding new releases and work with developers during the warranty period, and after if needed. Relay the information down through the team so everyone knows what is coming and what to look for.● Mentor other support personnel based on my findings and methodologies in working tickets, writing SQL scripts, recreating the issue in lower environments, and stepping through the code.● Work directly with our customers to resolve issues they are having with our software.● Use monitoring tools to gather usage reports, and use for research purposes during a system failure. SQL database queries to see common errors and begin analysis. Use tools such as AppDynamics and Splunk to monitor system performance.● When developers are busy with other projects, if the bug is considered “high risk”, I am responsible for the development and testing to resolve using Visual Studios 2015&2017 C#.● Some infrastructure responsibilities, especially during an outage, including log file searching, event viewer searching, reduction of drive space, resetting app pools or IISReset. Setup batch files for file retention. Work with Tidal Enterprise Scheduler, rather than scheduled tasks.● Use and update SQL server queries, stored procedures, SSIS packages● Support many file transfer activities, ACH & Credit Card payment products and services.● Support and manipulate code for ACH processes, specifically adhering to NACHA guidelines regarding file format and encoding. This includes the whole process, from incoming payments, SSIS package to “stage” the data, and internal applications that build the file for banking transactions, and finally, ftp’ing the files to the bank. ● Knowledge and use of Microsoft Dynamics CRM to store customer data.● Ability to work on multiple projects at the same time

● Handle escalated support of production issues, including software, hardware, agent specific issues, internal issues (desktop support)● Participate in meetings regarding new releases and work with developers during the warranty period, and after if needed. Relay the information down through the team so everyone knows what is coming and what to look for.● Mentor other support personnel based on my findings and methodologies in working tickets, writing SQL scripts, recreating the issue in lower environments, and stepping through the code.● Work directly with our customers to resolve issues they are having with our software.● Use monitoring tools to gather usage reports, and use for research purposes during a system failure. SQL database queries to see common errors and begin analysis. Use tools such as AppDynamics and Splunk to monitor system performance.● When developers are busy with other projects, if the bug is considered “high risk”, I am responsible for the development and testing to resolve using Visual Studios 2015&2017 C#.● Some infrastructure responsibilities, especially during an outage, including log file searching, event viewer searching, reduction of drive space, resetting app pools or IISReset. Setup batch files for file retention. Work with Tidal Enterprise Scheduler, rather than scheduled tasks.● Use and update SQL server queries, stored procedures, SSIS packages● Support many file transfer activities, ACH & Credit Card payment products and services.● Support and manipulate code for ACH processes, specifically adhering to NACHA guidelines regarding file format and encoding. This includes the whole process, from incoming payments, SSIS package to “stage” the data, and internal applications that build the file for banking transactions, and finally, ftp’ing the files to the bank. ● Knowledge and use of Microsoft Dynamics CRM to store customer data.● Ability to work on multiple projects at the same time

Java Development-Eclipse, NetBeansHibernateJDBCDatabases-Oracle, MySQL

Time managementOrganizational skillsCustomer serviceTeam building skillsProblem SolvingSafety

Time management and organizational skillsResponsible for hauling hazardous materialsMaintaining up-to-date Department of Transportation (DOT) regulationsResponsible for proper documentation for all licensingSafety

Maintaining bowling equipment/Fixing breakdownsResponsible for money management/Closing responsibilitiesTeam buildingProblem solvingCustomer ServiceAnswer Multi-line telephoneManaged Cubica system for proper lane management