Currently designing, testing, and performing data migrations from competitors' software; researching and addressing escalated support tickets regarding client transactional data and bug reports; continuing to support Domico 7 users simultaneously.

- Acted as Subject Matter Expert (SME) and technical consultant for 300+ DOMICO facilities, stakeholders, VIP clients, customers, as well as for escalated and complex support tickets - Supervised and led a team of three support technicians to resolve 500+ customer support tickets each month, maintain average first response time of 30 minutes, and resolve a daily average of 19 tickets- Reduced average support ticket length by 40% (from 25 to 15 minutes) over five years- Achieved less than 24-hour delivery of complete software to new facilities—including extracting, prepping, importing, and reviewing data using Excel, SQL, and proprietary tools- Achieved highest adoption rate (19%) among 50+ portfolio companies in Q3 2019 by designing, testing, and launching integration with in-house payment processor in collaboration with developers- Developed and maintained technician manuals, onboarding workflows, and user’s guide for the acquisition of competitor’s property management software (SaaS) and merging of product teams- Designed and led software trainings for C-level stakeholders, technicians, end users, and managers- Implemented metric tracking with SQL queries to extract KPIs not provided by CRM- Reduced annual email service costs by 8% in FY 2021 by eliminating redundant integration and migrating to existing Amazon Web Services account- Approved, documented, and scheduled deployment of software updates to 300+ facilities and monitored real-time transactions in T-SQL to identify and resolve any data- or network-related issues- Created SQL query-based script to purge customer’s PMS database, resulting in 50% faster day-end processing, improved user experience, and quicker on-demand reporting- Delivered customer feedback and priority client requests to Developers/President for monthly Sprints

- Converted and onboarded up to 8 new facilities per month to Windows-based Property Management System from competitor software and ledgers- Achieved promotion to Client Support Technician from junior role within 3 months, resulting in increased duties including onboarding and production management tasks- Reduced escalation rate by up to 50% for web-based payment portal (eDomico) tickets by taking on additional duties—including SQL data administration—previously managed by Quality Assurance- Improved client onboarding procedure by redesigning Planning Guide via JotForm in collaboration with sales/marketing, resulting in clearer customer expectations and quicker, accurate delivery- Reduced need for software patches by collaborating with Quality Assurance to thoroughly test changes, resulting in reduced ticket volume and improved user experience- Minimized production delays and reduced potential production hurdles by analyzing client business needs and practices via phone calls and extensive configuration guides- Contributed articles for “Tech Tips” in the quarterly newsletter and internal knowledgebase

- Monitored and maintained mainframe servers and processes to ensure smooth operations to 200,000+ EECU credit union members - Generated daily usage and financial reports to ensure accuracy and compliance in Information Services, Branch Operations, ATM, Loan Processing, and Card Services departments- Continually monitored 100,000+ ATM/debit transactions during shift to ensure zero ATM downtime - Reduced in-office paper usage 90% by designing and implementing digital record-keeping procedures- Delivered exceptional desktop, software, and network support to 250+ EECU employees- Prepared and ensured accurate beta testing environments in collaboration with Business Analysts- Monitored and reported abnormal CPU behavior to Network Security and Operations teams- Oversaw and executed monthly notice and financial statement print jobs for 200,000+ EECU members

- Provided support to 200+ members each day with account, transaction, and service inquiries- Achieved 98% score for quality customer service via EECU “Secret Shopper” job performance program- Effectively handled up to $100,000 via cash dispenser, large cash deposits, and withdrawals- Monitored EECU member accounts for suspicious activity and reported to Compliance officer

- Managed up to three employees per shift and ensured all duties were performed accurately- Created weekly work schedules for employees while staying under budget- Worked with store manager and staff to prevent shrink and to improve shrink awareness- Balanced all cash tills and prepared and delivered daily bank deposits