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Work Background
Horizon Software International, LLCProduction Support Manager
Jun. 2015 - Jan. 2016Duluth · HybridIn this role, I showcased expertise in SQL databases by providing valuable assistance and
determining effective resolutions through SQL queries. My proficiency extended to delivering
expert remote tech support for hardware, ensuring optimal functionality for printers, keypads,
and scanners, thereby elevating client satisfaction. Additionally, I offered strategic
recommendations on currently supported software applications and hardware
solutions, tailored to specific requirements. My commitment to continuous learning and
testing was evident through the acquisition and retention of up-to-date knowledge on desktop
software, hardware, and systems, actively contributing to a well-informed support team. This
multifaceted skill set, coupled with a keen focus on process optimization and compliance,
highlights my ability to drive impactful results.
IntelliTransInformation Technology Service Delivery Manager
Apr. 2015Atlanta Metropolitan Area · RemoteI spearheaded the reengineering of processes for the implementation team, fostering excellent
relationships with client-facing project deliverables through proficient use of Project Plans,
SmartSheet, Salesforce, and Jira. A trailblazer in Agile methodologies, I pioneered impactful
sprint demos, retrospective reviews, and daily stand-up meetings for multiple
teams, fostering a collaborative and agile work environment. My expertise extended
to crafting clear and concise user stories, ensuring the success of various business
endeavors. I streamlined technology solutions to address core operational
challenges, showcasing a commitment to process optimization and efficiency. My
responsibilities also included developing comprehensive documentation for processes,
procedures, and flow charts. As a strategic leader, I decomposed Epics into user
stories granular enough for sprints and successfully managed multiple complex projects
throughout the full life cycle delivery of software and programs. My proactive approach
involved predicting risks, strategizing obstacles and blockers, and establishing an
environment that maximized team effectiveness by minimizing interruptions.
BookIt.comAssistant Financial Controller
Sep. 2014 - May. 2015Panama City Beach, Florida, United States · RemoteIn my multifaceted role, I spearheaded strategic initiatives for operational data
management, ensuring meticulous integrity. Delivering adept technical systems
support, I resolved complex issues and improved financial reporting accuracy. Initiating
procedures and controls, I showcased a strong commitment to efficiency. In infrastructure
development, I led the setup of a new office and plant location in Dothan, Alabama, highlighting
project management skills. My support boosted team efficiency, and I innovated impactful policies,
contributing to enhanced organizational practice.
SageClient Account Manager
Oct. 2011 - Jul. 2014On-siteIn a dynamic call center environment, I provided comprehensive operational support,
actively contributing to payroll and accounting projects for both Canadian and US clients. My role
extended to assisting various channels in meeting and exceeding monthly sales goals,
aligning with division/company objectives. Client-focused problem resolution was a
core aspect of my responsibilities, where I leveraged strong analytical and problem-solving
skills to efficiently resolve incidents across multiple communication channels. This included
ensuring regular updates to clients and minimizing critical situations to maintain the highest level
of client satisfaction. My technical expertise shone through in analyzing user needs and software
requirements, customizing software systems for small to medium-sized businesses, and
coordinating software installations. I meticulously managed customer accounts, covering billing
management, payment processing, and application of credits through CMP, all while
ensuring compliance with audit requirements.
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