Sep. 2021 - July 2025: Senior Technology Consultant, Epicor Software (Remote)
- Upgraded Windows Server O.S., SQL, and applications via remote desktop, VPN, and Azure Admin Center.
- Developed and optimized product solutions using Application Studio, SSRS, and SQL, streamlining customer processes.
- Led multi-server deployments across on-premise, Azure, SaaS, and hybrid environments, greatly reducing deployment time.
- Conducted gap analyses and process mapping to identify customer requirements, delivering tailored solutions that improved satisfaction scores and limiting reworked solutions.
- Trained clients and internal teams on Product functionalities, documenting resolutions, enhancing user adoption and process efficiency.
- Integrated APIs and web services with third-party applications, ensuring seamless interoperability and system performance.
Oct. 2013 – Sep.2021: Software Implementation Supervisor, Jack Henry & Associates (Springfield, MO.)
- Supervised a team of 10 analysts in delivering software solutions for financial institutions, achieving an 18% increase in on-time milestone delivery through Agile methodologies.
- Facilitated cross-departmental collaboration with engineering and quality assurance teams to resolve customer issues, improving service metrics for seven consecutive quarters.
- Implemented cloud integrations and web services for third-party applications, enhancing system interoperability and functionality.
- Trained and mentored team members on software tools, customer experience techniques, and process optimization, fostering a positive work environment.
Nov. 2010 - Oct. 2013: Programmer, Jack Henry & Associates (Springfield, MO.)
- Built and troubleshot .NET applications using C++, ASP.NET, and C# in an Agile environment with Visual Studio, TFS, and SCRUM.
- Analyzed trends and resolutions to optimize team development decisions.
- Applied coding expertise to enhance team innovation and collaboration.
- Integrated customer and development feedback to improve project outcomes.
Jul. 2006 - Nov. 2010: Technical Product Support Team Lead, Jack Henry & Associates (Monett, MO.)
- Led product support team, improving customer satisfaction scores by 15% through enhanced escalation and resolution processes.
- Trained and mentored remote team members, driving a 16-month streak of improved support case metrics.
- Built key working relationships with internal and external stakeholders for continuous process improvement initiative.
