Summary

Energetic and motivated software support analyst with over 8 years of managerial, training and testing experience. Provide leadership and guidance to over 15 colleagues on a daily basis utilizing extraordinary communications, leadership, and organizational skills.

Professional Experience

Confidential,Herndon, VA 2011 2012

Product Support Liaison
As the direct point of contact for the Support Team, providing technical support for 5 different software products used by commercial and Federal Government Agencies, communicated with customers both over the phone and in person to complete and escalate outstanding issues and requests not immediately resolved.

• Met directly with customers to create/review project plans and statuses, new requirements gathering and for site enhancement demonstrations
• Held weekly conference calls with clients for status updates
• Performed system upgrades of test, development and production sites
• Provided upgrades and installation documentation to remote-hosted clients via CD and FTP
• Collaborated with Support Analysts and clients to schedule on-site visits to address issues and perform upgrades for remote-hosted sites
• Maintained the support calendar to ensure proper staffing of the team while meeting the on-site needs of the customer(s)
• Provided scripts for both SQL Server and Oracle to address system errors before being implemented within a future release for immediate resolution and customer satisfaction
• Monitored tickets within the Product Tracking System (PTS) to follow up with analysts for the status of completion/resolution
• Developed and executed test plans for quality assurance of sites that have been newly developed or when enhancements are made based upon requirements provided by the customer
• Created and updated QA tickets for various products to track the progress of the issue/enhancement and to be assigned to future releases
• Led internal meetings with the department to review client sites and projects transitioning to Support from Development and Production
• Conversed with Project Managers, Developers and the Sales team to provide information regarding specific client needs and interests in other products available but not yet purchased by the customer

Confidential,Fairfax, VA 2008 - 2011

Software Support/Reporting Analyst

• Provided tier 3 software technical support to clients and customers of over 14 Federal Government Agencies utilizing GovTrip, a web-based travel system.
• Lead and assisted analysts in extensive research of reported issues to implement actions and correct deficiencies
• Responsible for testing travel application as part of the software development lifecycle process
• Created and updated test plans to recreate system problems and improve software performance
• Updated system problem reports with specific case incidents encountered by system users
• Provided analysis utilizing SQL to manipulate and retrieve data
• Validated system scheduled reports to confirm client delivery and data accuracy
• Wrote as well as directed the distribution of reports requested by the customers
• Developed application specific Help Desk guides that are still in use by other analysts today
• Established Wiki notes for self-guided system support
• Conducted training classes for up to 30 customers

Confidential,Lake Forest, CA 2006 - 2008 
Hospitality Software Instructor

• Traveled both domestic and internationally to train clients on new software application
• As a contractor with the U.S. Navy, upgraded current property management system while training the staff on functionality and enhancements to maximize occupancy and revenue for their housing units
• Provided three day, 24-hour live support to properties to aid in an efficient migration from one system to another
• Held training classes for up to 9 employees at a time
• Trained one-on-one with staff members when additional assistance was needed
• Used real-life examples and scenarios specific to the industry to initiate class discussion and participation

Confidential,2004 - 2005
Comfort Inn, Falls Church, VA

Front Office Manager

• Provided proper supervision of hotel operations in the absence of the General Manager
• Responsible for the selling and coordination of meeting room/banquet facility
• Established a Meeting Room Agenda to include upcoming events and signed client contracts
• Conducted interviews, training, and evaluations of front desk and night audit staff
• Held monthly staff meetings to enforce new policies and procedures
• Monitored Group, Direct Bill, and House accounts and collected funds on any current or outstanding balances

Confidential,Fredericksburg, VA 2002 2004

Front Office Manager

• Completed the daily deposits
• Handled guest complaints and charge backs
• Communicated with Central Reservations to guarantee maximum occupancy and revenue without overselling
• Created daily task sheets for Guest Service Agents and Night Auditors
• Investigated Travel Agent Commission Reports for no show and cancellation fees
• Responsible for the purchasing of front office supplies and uniforms for all departments
• Established a description of hotel amenities and features to be cited by employees for guests inquiries
• Participated in weekly management staff meetings and monthly employee appreciation luncheons to boost company morale

Skills

• Enthusiastic worker, excellent in a team oriented environment
• Highly motivational manager with strong people skills
• Excellent analytical and problem solving skills
• Able to prioritize and multitask
• Proficient in the use of Microsoft Office Products, QuickBooks, Quest TOAD, PVCS Tracker, and other Oracle tools
• Experience with Property Management Systems and Government Travel Systems
• Expert-level efficiency using Ticket Tracking Systems by Numara Software (FootPrints) and BMC Remedy (Magic)