Responsible for managing data quality of order management systems, including monitoring of provider and partner system integrations, technology onboarding and enhancements, and operational support for day-to-day back-office system issues and operational tasks. Accountable for reconciliation of submitted orders, ongoing order status management, monthly order payment processing, monitoring partner system integrations, and investigation and resolution of order process discrepancies. ✔ Provide mentoring, coaching and ongoing development for team members.✔ Develop and document the necessary requirements to create new and/or enhance system integrations.✔ Collaborate with Business Analysis and Development teams to build and/or enhance API automations utilizing Agile methodology.✔ Perform root cause analysis and provide resolutions for order status and order payment system integration and configuration issues.✔ Ensure systems are working as expected through quality assurance testing before fixes are included in future software releases.✔ Perform order validation, order status, and order payment with a high level of accuracy and efficiency.✔ Manage operational ticket resolution for data issues identified by provider and reseller teams with a response for closure within 2-5 days of receipt. ✔ Act as the primary point of escalation with expertise to perform root cause analysis for high priority operational ticket resolution for process and data issues. * continued below *

* continued from above *✔ Monitor and investigate integration issues by proactively working with internal and external teams to correct the issue.✔ Work towards continuous process improvement by analyzing and identifying opportunities for automation of manual processes.✔ Collaborate with business teams to define, document, develop, and report appropriate process and data quality metrics.✔ Write requirements that outline the nature of an issue or need and work with technical teams to deploy solutions. ✔ Meet the defined process and data metrics, thereby delivering industry-leading business performance and support. ✔ Collaborate with the Development team in monitoring and improving the performance of logging and error message definitions for order status, payment, and Commissioning system applications. ✔ Collaborate with business and technical teams to drive consistency with billing processes, as well as reseller and provider contracts and drive successful processing of all payments to a 98% accuracy rate. ✔ Assist Accounting team in performing quarterly/semi-annual/annual payment reconciliation processes with providers.

Member of the IT team primarily responsible for monitoring and resolving any issues with the operational processes associated with order processing, status, insert, and financial data quality of the Bridgevine back-office systems. ✔ Improved performance of logging and error message definitions for order status integrations and payment applications.✔ Interacted and dealt effectively with multiple levels of employees from IT staff to project stakeholders and business leadership. ✔ Worked closely with business and operational teams to identify opportunities for improved data management and delivery. ✔ Conducted workflow analyses and made recommendations for implementing improvements related to business processes. ✔ Identified and partnered with business units to provide solutions for the needs of internal clients and stakeholders. Gathered and documented business processes and system requirements. ✔ Worked closely with technical applications teams and internal support teams in designing enterprise-wide deployment strategies, developing business solutions and producing high quality systems/applications that fully met or exceeded user expectations. ✔ Documented, analyzed, and reviewed business/system requirements. Recommended solutions to business and system problems. ✔ Coordinated and performed user acceptance testing for new systems and existing system enhancements.✔ Monitored and reviewed specified provider processes in accordance with provider/partner defined quality metrics and ensured quality metrics were met.

Evaluated and resolved technical software and data-related issues, as well as provided ongoing software support for higher education customers.✔ Performed functional testing of products to determine root cause of functional errors and unexpected product behavior or performance issues.✔ Analyzed and tested software in detail to determine if system defects existed and provided documented, detailed examples to aid the development department in resolving issues to be included in future software releases.✔ Selected to spearhead the development of a new team for defects and enhancements.✔ Provided solutions to customers reporting issues and errors related to SQL stored procedures and common table expressions.✔ Conducted requirements gathering sessions and created functional specification documentation for new projects.

Provided 24X7 on-site and remote software and hardware technical support for 16 regional traffic broadcast operations centers nationwide including installation, configuration, and inventory maintenance. Ensured the delivery of high-quality service while maintaining business productivity and efficiency.✔ Consistently monitored and resolved VPN, networking, and internet connectivity issues, escalating critical issues when necessary.✔ Successfully resolved traffic data flow issues on multiple servers ensuring uninterrupted broadcast operations.✔ Trained traffic reporters on broadcast operations software.✔ Assisted TV and radio affiliates with technical issues regarding login problems and issues with pre-recorded traffic audio files. ✔ Resolved network connectivity and computer-related issues on site by remote utilizing all available resources.✔ Demonstrated success in meeting or exceeding all departmental metrics for customer satisfaction, productivity and service.

Key member of the project team responsible for ensuring seamless implementation of business process improvements that positively impacted customer experience for newly formed regional public transportation trip planning information system. Accountabilities encompassed workflow analysis, gathering requirements, recommending improvement initiatives, risk/impact analysis, project management, evaluating business requirements, change management, testing, validation, training, and ongoing support.Business/Systems Analysis ▬▬▬▬▬▬▬▬▬▬▬▬✔ Worked with end-users in implementing business solutions to produce high quality processes that exceeded expectations.✔ Delivered projects on time, within budget, and met customer requirements.✔ Partnered with business units to provide solutions for project needs. Gathered and documented project requirements working closely with key stakeholders. ✔ Conducted workflow analyses and made recommendations for implementing improvements related to business processes. ✔ Performed systems integration testing, UAT testing, and troubleshooting of complex technical issues. Project Management ▬▬▬▬▬▬▬▬▬▬✔ Served as primary IT liaison for all system support and training during and after the systems development life cycle.✔ Interfaced with public transit clients in Palm Beach, Broward, and Dade counties for all application support issues ensuring quick resolution.✔ Uploaded transit bus and rail data into a centralized database for regional trip planning, analyzed data for inconsistencies, and tested data for quality assurance.✔ Setup and maintained security profiles for over 300 public sector system users.✔ Monitored 19 Dell servers and 2 Cisco routers 24X7 and coordinated with corporate Network Administrator on network technical issues.✔ Coordinated with software vendor staff on software implementations, problem resolution, system troubleshooting, and technical support for (IVR) system and regional trip planning information system.

Provided IT systems support, as well as network services, monitoring, and security administration for internal staff. Delivered support in areas including hardware/software installation, system/application design and configuration, upgrades, troubleshooting, repair, performance tuning, and networking. In charge of inventory for the district including two counties. ✔ Supported enterprise applications and systems using the latest technologies and resolved daily issues that required in-depth research and complex problem resolution. ✔ Maintained, supported, analyzed, and resolved hardware, software, and network communications issues using network resources.✔ Provided assistance to analysts in assessing user needs and system requirements and coordinated with analysts for upgrades, improvements, and inventory.✔ Tested and confirmed network connectivity between district hardware and Tallahassee.✔ Monitored Volusia and Flagler County, as well as Tallahassee Service Center helpdesk databases to resolve hardware, software, and network communications issues.✔ Provided training to district employees on computer security and internet browser training as well as one-on-one training on new applications.