Excited to say that I've started a new position as Regional Manager - Customer Success, Midwest Enterprise Accounts at Okta! Grateful to continue to grow with this amazing company.

In charge of organizing all of our development work and coordinating those items into our release calendar to get features to customers. Responsible for creating a coherent release plan that accounts for all of the changes and for ensuring delivery of the initiative to our customers. This requires a highly collaborative environment between scrum masters, application owners, developers, and testers to create a realistic outline of deliverable efficiency. With broad understanding of the development process due to my development background, my role designs, develops, configures, customizes, documents, deploys, maintains and upgrades IT system processes and procedures for 3 application suites. Currently leading an initiative that brings features to our customers right away instead of through monthly application release means. This process allows our developers to avoid unnecessary roadblocks and process checks, and instead puts the focus on quality development that is released to the customer as soon as it is ready. This has resulted in getting our features to our customers on average 16 days earlier than before. The applications for which I am responsible is our web/mobile auto, property, and commercial platforms.

Provide high-level of support on a variety of applications used by Nationwide Insurance IT employees. I am primarily in charge of the identification, troubleshooting, and resolution of many issues on a wealth of IT-related applications that Nationwide uses including, but not limited to, many HP, IBM, and Microsoft applications. This support also includes light server-maintenance which requires knowledge of SQL basics, as well as a firm understanding of programming principles. Recently, I have taken over as our primary support figure for the application, Clarity, which is a project management tool used by more customers than any other application in our organization. I also have taken on the responsibility of creating, maintaining, and retiring documentation for this application so that others can support when needed. I was chosen as our primary support person for this application as this application requires extensive customer service skills and understanding. Perform quality analysis testing for a host of applications prior to their release to the general Nationwide user database. It has been my duty to report the stability of these applications as they undergo changes and introduce new features to the build teams in charge of the changes. Assisted with the training and on-boarding process of new employees as they have been added to my team. It has been my responsibility to create a training schedule and plan so that our new hires feel comfortable and prepared as they embark on their journey with Nationwide. Integral part of our administrative team for the service management tool, ServiceNow, which was introduced in June of 2016. I was hand selected to attend numerous lectures over the course of 2 months to get acclimated with this application as we transitioned from HP Service Center. This has made me a valuable resource not only for my team, but for the teams that surround me when there has been questions surrounding this application

Provide a high level of support on a variety of applications used by Nationwide Insurance employees. In charge of the identification, troubleshooting, and resolution of many issues on a wealth of IT-related applications that Nationwide uses including, but not limited to, many HP and IBM applications. These applications include: HP Quality Center, HP Service Center, HP Unified Functional Testing, and IBM System Architect. With this experience, I am also in charge of light-server maintenance of some of these applications, which requires knowledge of SQL basics, as well as an understanding of programming principles. I have recently begun quality analysis testing of various web-based and non-web applications as Nationwide converts from Internet Explorer 8 to Internet Explorer 11. It is my duty to report the stability of these applications in new, unexplored environments to the teams that are in charge of this conversion. I take pride in the quality of work that I provide to my fellow IT professionals, and the customer service that they receive.

Provide unparalleled support to the staff of Nurses, Doctors, and Faculty of Nationwide Children's Hospital. In charge of being able to troubleshoot, identify, and resolve numerous issues on over 1000 applications that the hospital supports including, but certainly not limited to: EPIC, Kronos, Streamline Health, and Microsoft Office. Led a project across Ohio over the course of 4 months where I had been influential in changing what the process looks like when a customer receives new equipment. In this transition, I provided extensive training, and instilled the customer with confidence that they are receiving the best level of support that the hospital can provide when receiving newer equipment. I had also taken on the role of the interviewing and on-boarding of new employees through training and exercises geared to make new recruits feel comfortable, and eager to start supporting our users.

Assist in the troubleshooting, repair, and curiosities involving all Macintosh computers and iOS products. It was my duty to empower customers to feel confident in the solutions that I provided, and mend relationships that have been affected. During my time with Apple, I gained many technological and customer-service related skills that I have applied to my newer roles. These include areas of customer retention, business to business relationships, and an empathetic approach to customer service. I served as a key member of our business team in our store, providing specific solutions to our business customers, and making sure those solutions made sense for those businesses. I also led multiple training sessions of new and old employees alike on iOS and Macintosh fundamentals. This position required certification from Apple Corporate through strict testing not only on technological knowledge, but also customer service theory, and customer/employee safety.