• Managed technical support organization in North America• Collaborated with customers and internal teams to address and resolve reported issues, inquiries and requests, enhancing overall customer satisfaction by over 50%• Reduced non-emergency inquiries by approximately 30% by delivering customer and sales staff training focused on configuring and operating company products• Executed seamless installation, configuration, commissioning, and deployment of Linux-native company products in collaboration with customers and/or S&T staff as necessary, removing the need for additional staff by one team member• Implemented systems and processes to ensure Americas-specific customer services and management information specification, delivery, and maintenance, including introducing and administering a new CSS which increased efficiency by over 70%• Worked tightly with Development team to drive product evolution and enhance software development processes, removing obstacles to deployment and increasing sales by approximately $5 million during a fiscal year• Produced bug and fix documentation for Development team by incorporating screenshots and screen capture videos, reducing userreported errors by approximately 60%• Wrote the user guide documentation for software releases, reducing by aminimum of one additional external technical writer

• Delivered Tier 1 to Tier 3 technical support for boundary and third-party applications, encompassing both in-house and externally sourced software• Coordinated directly with Development team, Business System Analysts, users, and DBAs to facilitate code corrections, address enhancement requests, and resolve errors, reducing time lost and complaints from the user base by an estimated 20%• Analyzed business usage and redundant functionality across multiple software platforms, helping cut software-based operating expenses by approximately four software programs

• Developed test streams by utilizing XML, MS Access-based, and proprietary systems to emulate environmental conditions on video receivers• Verified and corrected test scenarios written by Test Engineers, increasing accuracy of tests by approximately 20%• Freed up IT time by over 10% by maintaining Motorola and SA headends for testing purposes• Conducted beta-version cable video receiver testing by utilizing CableLabs certification test plans• Created first test streams with team for DV-TIDE cable head-end emulator

• Collaborated with in-house Oracle Development team, Database Administrators, and IT Support to deliver Tier 1 to Tier 3 Oracle support services• Developed, tested, and optimized SQL scripts to detect and troubleshoot transaction issues within Oracle databases, leading to a more robust user experience in the Oracle ERP and increasing profits• Enhanced system performance by troubleshooting and resolving technical issues promptly• Worked with various departments to integrate new processes for software usage, acting as a cross-department liaison• · Achieved eight special-recognition awards across various departments by outstanding performance and exceptional contributions

• Handled approximately individual 30 insurance policies daily• Conducted data collection for insurance applications by rectifyinginaccuracies and addressing missing information• Conducted thorough reviews of applications prior to completion to identifyand rectify any additional errors or corrections, reducing potential costs tothe employer due to inaccurate policy information by at least 30 percent.• Identified and resolved process issues to drive optimal workflow andbusiness growth