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Work Experience
Subject Matter Expert
Routematch• March 2018 - Present
Tier 2 Support specialist. Responsibilities include: • Handling escalated cases from Customer Service representatives • Contacting clients to work toward case resolution • Approving/Denying SQL queries of proposed changes to client databases • Conducting training sessions on product use and navigation for new hires • Taking ownership of issues and partnering with the Product Development team as needed • Training clients on software use on the phone or through email to help minimize future calls • Leveraging salesforce.com, phone, email, and web based support tools
Quality Assurance
Greenway Health• May 2017 - December 2017
•Utilize Agile framework for project management •Regression test features before implementation in new versions of software •Participate in Scrum cycles and related sprints •Document software defects in Greenway Health’s unique medical software •Create technical and test documentation for development and QA team
Education
State University of West Georgia
Computer Science, MS• September 2016 - July 2018
State University of West Georgia
Business Administration, BS• October 2008 - May 2012