• Act as primary support contact for 7 large strategic or subscribed clients dealing heavily with primary stakeholders for an application with 100s to 1000s of users per client • Work cross-functionally with Account Managers, Developers, Accounting, Leadership, Third party stakeholders, and Client representatives in various roles to define needs to deliver customized solutions for unique scenarios • Configure and troubleshoot issues in ACTIVE Net, a Payment Processing Operation Software (SaaS) for the public sector • Analyze various database table and compare relational keys to mine data using SQL and build specialized reports. • Reconcile financial ledgers using double-entry bookkeeping • Write documentation for future troubleshooting use by clients and staff • Learn, document, and train new team on newly acquired software • Expedite priority trouble tickets and provide after hour support • Manage trouble tickets and enhancement requests and communicate cross-functionally using ServiceNow and JIRA in an Agile environment

• Installed, maintained, and repaired broadband, telephone, and video services. • Installed and maintained ethernet, twisted pair, coax, fiber optic, satellite, and wireless networks. • Troubleshot and configured end user devices e.g. routers, computers, TVs, tablets, phones.

• Coordinated with property inspectors and contractors to inspect and/or maintain property. • Expedited and verified documentation from contractors and inspectors for banking instruments.

• Represented vendor at client’s locations. • Mined data, compiled reports, and made recommendations regarding insurance claims. • Managed client issues and affected procedure implementation.

• Installed, maintained and troubleshot servers, PC workstations, network, tape backup and office equipment including the opening of a new office. • Administrated Active Directory and Exchange Server • Maintained, modified, and updated a legacy system to meet changing needs. • Created software tools using SQL, VB, and ASP to bridge functionality of separate systems. • Assisted drafting business requirement, design, and QA for Hazard Claim Department operational software. • Managed department responsible for expediting insurance claims and the completion of repairs on damaged properties • Drafted, audited, and submitted documentation for conveyance of FHA loans to HUD. • Worked with adjusters, HUD representative, contractors, and clients to restore properties to FHA standards