Work Experience

• Integration Specialist / Senior Technical Analyst, 

  Jul, 2017 - Present

  Handle Tier 4 technical escalations and customized support related to data migrations, SQL reporting, ETL and system support across other client systems inside and outside of Frontline. Troubleshoot and maintain custom client VB.NET and/or JavaScript code hosted on Frontline servers. Assist clients and third parties with data transfer via web services/API. Configure and troubleshoot SSO client configurations via SAML or OIDC. Partner with Product and Development teams on troubleshooting, new feature rollouts, and larger integration and service initiatives.

  • Expanded support capabilities by redesigning API documentation

  • Extended Recruiting & Hiring system functionality per-client by building API-based document exporter apps

  • Served as de facto team lead for other R&H Technical Analysts, mentoring 2 other team members

• Project Manager / Implementation Consultant, 

  Nov, 2015 - Jun, 20171 year 7 months

  Managed implementation projects for clients new to Frontline Recruiting & Hiring. Led requirements gathering, business analysis, system configuration, testing, and training. Consulted with existing clients on system optimization and reconfiguration projects.

  • Saved clients reams of paper and hours - sometimes days or weeks - of staff time by streamlining their hiring processes, informed by system knowledge and subject matter expertise in K-12 recruitment best practices

  • Streamlined internal processes by creating a generic K-12 hiring process slide deck and presentation for the entire team to use

  • Served as de facto technical lead for the project/implementation group, an 8-person team

• Technical Support Specialist, 

  May, 2014 - Nov, 20151 year 5 months

  Utilized strong communication, analytical and critical thinking skills to assist the Frontline Education Client Success team in supporting the Recruiting & Hiring solution (applicant tracking system for K-12 public school districts). Worked closely with clients and colleagues to provide support for issues arising during the deployment and ongoing use of Frontline Education solutions.

  • Resolved issues on occasion using SQL queries (instead of the WebApp front end)

  • Integral member of 12-person team

  • Individually handled 20-25 incoming issues per day

  • Onboarded and trained 8 new team members, over the course of the final 6 months in this role

• Deskside Support Technician, 

  Apr, 2014 - May, 20141 month

  Contracted to L-3 Communications. Upgraded and replaced desktop and laptop PCs for employees of the Montgomery County, MD Government. Resolved hardware and software issues as necessary.

  • Cloned Lenovo desktop and laptop systems using Microsoft WinPE over LAN

  • Backed up and restored user data via local storage (external hard disk)

  • Integral member of 5-person team

  • Individually deployed 5 machines per day

• Support / Implementation Consultant, 

  Jan, 2013 - Aug, 20137 months

  Assisted school administrators with the use and administration of PCR's comprehensive student information system (SIS), which also includes a custom content management system (CMS). Led SIS and CMS implementation projects for new and existing school clients. Trained teachers and administrators at new and existing schools in the day-to-day use of the SIS and CMS.

  • Resolved issues as necessary using SQL queries (instead of the WebApp front end)

  • Assisted clients using the Citrix GoToAssist screen-sharing tool

  • Integral member of 4-person team

  • Individually handled 10-15 incoming issues per day, on top of leading implementations for 5 new clients

• Configuration Specialist, 

  Jan, 2012 - Jan, 20131 year

  Managed and implemented a corporate-wide Windows 7 migration for over 2,000 users.

  • Cloned Dell desktop systems using Microsoft SCCM (and occasionally, Symantec Ghost) over LAN

  • Backed up and restored user data via a central server

  • Upgraded several hundred machines for redeployment

  • Integral member, and second-in-command, of 5-person team

  • Individually deployed 4 machines per day

Skills

Education