Client Services, QA lead, Implementation lead
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Experienced and results-driven Software Support Leader with 20+ years of expertise in production support, business analysis, and software implementation. Proven track record in managing client relationships, leading cross-functional teams, improving support operations, and ensuring SLAs are consistently met. Adept at managing incident tracking systems, coordinating UAT and QA efforts, and driving software issue resolution from root cause analysis through production deployment.
Strong communicator with a detail-oriented and self-directed work ethic.
Incident & Problem Management (JIRA, PTC Integrity, Zendesk, Hubspot)
Client Success & Relationship Management
UAT / QA / Defect Triage
Root Cause Analysis & Process Improvement
Cross-functional Team Leadership
SLA & Performance Metrics Tracking
SDLC & Agile Methodologies
Technical Documentation & Training
Started training for QA Automation and SQL
