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Work Background
Consumer Direct Care NetworkTechnical Account Manager
Nov. 2023Missoula, Montana, United StatesPartnering with state program directors to enhance their local office's experience with our in-house software that manages caregiver, participant, Medicaid authorization data. -Test new features within internal systems
-Test mobile app for caregiver EVV shift submission
-Submit/track bugs through Azure Dev Ops portal
-Work with state level directors to devise solutions to their pain points
-Serve as the bridge between our technology groups and the program offices across the US who are using our software
PowerfrontVertical Development Manager
Jun. 2022 - May. 2023Beverly Hills, California, United StatesI have performed in-depth research into the Private and Commercial airline industries to determine the viability of Powerfront becoming the preferred partner for Live Chat & Customer Service for major carriers.
• Product Market Fit
• Identify Target Audience
• SWOT Analysis
• Value Proposition Statements I have partnered with the CEO on several internal projects.
• Mobile app for company-wide meetings
• Work with mobile devs to add new features to the Live Chat mobile app I have produced short videos highlighting new and exciting features representing multiple ecommerce sectors.
• Record footage, edit, add voiceover and royalty-free music
PowerfrontClient Service Implementation Specialist
Sep. 2020 - Jun. 2022Raleigh, North Carolina, United States* Responsible for installation and configuration of Powerfront offerings to work seamlessly within the customer's existing ecosystem
* Ensure customer requirements are clear to development, and that integrations are seamless
* Project manage SOWs for customization or professional services requests. * Conduct rigorous testing to catch and resolve any issues
* Provide training and resources to ensure that time-to-value and user adoption are fast.
* Maintain customer-centric culture * Review product adoption/usage data and provide guidance to customers on how to maximize value from their subscription
RegEdSaas Implementation Manager
Sep. 2018 - Jul. 2020* Lead the post-sales relationship from onboarding, and training to account reviews and customer health checks
* Conduct regular checkpoints and account reviews with client stakeholders to ensure successful adoption and monitor alignment of the client’s stated goals
* Surface opportunities for upsell and cross-sell to the Sales Teams to grow revenue from existing customers
* Build authentic, lasting relationships with customers and act as the voice of the customer by providing their feedback to product development teams
* Develop a trusted advisor relationship with customer stakeholders, and executive sponsors within key accounts
Credit Suisse Asset ManagementSoftware Implementation and Training
Oct. 2014 - Aug. 2018Greater New York City Area* Provided training on Charles River order management system for local and remote Private Bank offices across the US.
* Supported the electronic trading processes for multiple trading groups across several asset classes.
* Tested product feature updates and supported major releases * Partnered with vendors to resolve data quality issues pertaining to position, cash, account, security data files.
Millennium PartnersElectronic Trading Support
Feb. 2008 - Nov. 2013666 Fifth Avenue New York, NYResponsible for training Portfolio Managers and Execution Traders on in house Equity execution and Profit & Loss platforms. Reproduced reported bugs in QA environment and provided feedback to developers for the release of required patch, verify issue resolution with user. Managed counter-party relationships which included requesting production login for new traders, providing vendor with trader profile for tailored service, initiated installation by Technical Support followed by on-site training & test order execution. Participated in testing new trading platforms to confirm risk limit management is functional before rolling out into production trading environment.
Millennium PartnersTechnical Support Analyst
Jun. 2005 - Feb. 2008666 Fifth Avenue New York, NYServed as liaison with AT&T regarding all purchasing of firm Blackberries & facilitated replacement units or upgrades Communicated service outages to firm and provided training for new users while managing users on BES Developed technical questionnaire for use in the new hire process for support technicians Negotiated support contracts with outside vendors for the maintenance and repair of the firm's 100+ color and black & white laser printers Managed Computer Associates web based call ticketing system for incident tracking and deployment of Level II technician
UBS Prime Brokerage (Formerly ABN AMRO)Technical Support Analyst
Jul. 2001 - Apr. 2005Analyzed trading commissions to determine priority of client installations to deploy software suite to over 600 clients across the US Install, configure, and train PB clients on proprietary account management & reporting software suite Tested production changes on backup site for bugs, slowness, and verify account information is correct before changes are put into effect on production servers Created transparency access for Accountants, Offshore Administrators and Investors on web based portfolio management portal
OTECTechnical Support Specialist
Sep. 2000 - Jun. 2001Independently provided hardware and software support to the 65 Technology recruiters, CEO and administrative staff Complete Mac OS to Windows migration Windows server administration and data back-ups utilizing DLT tape drive Ran CAT-5 cabling throughout office for voice and data.
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