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Work Background
Application Development Support Manager
IntelliTransApplication Development Support Manager
Apr. 2016I 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.
Production Support Manager
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.
Assistant Financial Controller
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.
Client Account Manager
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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