• Lead and manage a team of technical support representatives,including hiring, training, coaching, and performance management• Develop and implement effective strategies, policies, and proceduresto ensure efficient and high-quality technical support services.• Monitor and analyze support metrics to identify areas forimprovement and make data-driven decisions to enhance teamperformance and customer satisfaction.• Collaborate with cross-functional teams, such as productdevelopment and customer success, to ensure effectivecommunication and timely resolution of customer issues.• Stay updated with the latest industry trends and technologies toensure the team remains knowledgeable and competent in providingtechnical support.• Foster a positive and collaborative work environment that promotesteamwork, accountability, and continuous learning.• Prepare and present reports on team performance, key metrics, andcustomer feedback to senior management.• Run companies weekly change control meeting to ensure supportknows what changes are occurring within the product.

• Develop world class quality programs, teams, and culture of high-quality software, automation, and results.• Responsible for leading, managing and developing the people, processes, and systems. Strong strategic thinking, the capacity to develop and guide the direction of the team, while aligning goals with company objectives.• Manage staffing and team structure; ensure teams have sufficient resources and skills to be successful.• Develop short- and long-term strategic improvement goals and oversee their successful implementation• Address roadblocks, bottlenecks, and weak areas and ensure there are no impediments to the team’s success• Own, organize, operate companies weekly change control meetings.• Direct how stakeholders can and should effectively interact with the quality team.• Develop how program management, product, and development work together to ensure all quality processes are effective and efficient across the organization.• Develop and implement the right metrics to deeply understand team performance, challenges and weak areas; work with the teams to improve and help them perform at peak efficiency and effectiveness.• Ensure reporting tools and dashboards are visible to the team and the company; information should be easily consumable and drive the right outcomes.

• Created, implemented both manual and automation QA teams for astartup style product new to the company.• Organized process, procedures for quality gates across the newlyformed development organization.• Served as a visible leader across the software organization for how toachieve quality and consistency in the software developmentlifecycle.

• Ensuring the highest quality standards were met for our extremelyhigh priority customers within global governments and criticalinfrastructure• Grew the QA organization from manual and waterfall testing intoautomation and agile teams.• Interface with product and development to build large scale datatesting tools that help with performance and regression testing.• Usage of Linux, Oracle, Windows, Qlik (A data analytics softwaresolution), Firewalls, and networking are used regularly to ensureproper functionality of the product.• Build and maintain smoke tests, and regression test for new buildsreleased by development for patches and major releases of theproduct.• Automation tools such as Expect, Sikuli, Selenium, AutoIT, Bash,Pearl, Jenkins, Java, Groovy, Python, Bash, Perl and other shellscripting are used to write our own automation of different areas ofthe product.

• Responsible for the overall profitability of developing, implementing, and installing software and networking systems for a wide range of hotel customers.• Directed the project from initial request for information to support.• Insured SLA’s were properly communicated and maintained for each contract/customer.• Delivered estimates and quotes on top of managing projects. Write and maintain reports pertaining to the projects and ensure accuracy and timeliness of reports to all interested parties.• Work with customers such as Fairmont to Days Inn the project manager has to ensure each project was on budget and on task while working with hotel vendors as well as sub-contracted projects of our own to complete the very complicated projects.

• Implemented complex reservation, points, holistic hotel operationsoftware across large enterprise and highly specific niche properties.• Training and configuring software to various hotel employees fromGM, Sales, Concierge, to housekeeping.• Implementing the hardware, networking, interfaces (payment, key,infotainment, etc), database, everything the hotel needed to run theiroperations.• Serve as both sales engineer for potential clients as well asprofessional services for education, on site installations, andtrainings.• Liaison for hotels wishing to work with the Beta software programscoming out from development. This involved design, testing andproduct management work to ensure functionality of the new featuresalong with feedback from the hotel end users.

Lead installer - implementing on site property management solutions for hotels in the US and Canada. Duties included: configuration of software, training end users on the software, adhering to brand policies, project management, consulting with what the individual hotel needs, and upgrading the software to the latest technology. This required a in-depth knowledge of hotel policies, procedures. IT experience included installing and racking the hardware on sight. Networking up to all the different interdependent applications like Point of Sale, payment processing, room control, and entertainment vendors. This also involved a lot of back end troubleshooting with the database middle tier and front end GUI work. Was also a liaison for hotels wishing to work with the Beta software programs coming out from development. This involved design, testing and product management work to ensure functionality of the new features along with feedback from the hotel end users.

Assisted passengers with all flight needs at the boarding gates in Salt Lake City International Airport. Handled a high level of passenger problems in a limited amount of time including but not limited to: flight cancellations, rebooking flights, weather cancellations, and specific ticking issues all in a timely manner according to Delta and SkyWest policies and procedures. Required knowledgeable use of DeltaTerm and Cornerstone software, large amount of customer service experience, ability to a quick critical thinker, and solid decision-maker.

Check guests in and out of The Grand America Hotel, which is a AAA Five Diamond hotel. Insured that all guest needs and wants are attended to in a timely manner. Front line interaction with high level guests, handles billing needs, and other duties as assigned such as but not limited to: training new staff, creating shift check lists for operations, representative for operations meetings, delivering reports and communication liaison to other departments. Cross trained in banquets, stewarding, and guest services departments.