Jersey City, New Jersey, United States
With over 20 years of experience in customer-facing support and 10 years specializing in Identity and Access Management (IAM), I bring a unique blend of technical expertise, leadership, and service excellence to my role as Manager, Identity Services and Platform Support. My career has been built on delivering secure, reliable, and scalable identity solutions while ensuring enterprise platforms operate at peak performance. I lead initiatives that strengthen identity governance, optimize platform support, and align technology strategies with business objectives. My responsibilities include overseeing authentication, access provisioning, compliance, and platform reliability. My leadership philosophy emphasizes collaboration, innovation, and accountability. I work closely with cross-functional teams and senior stakeholders to design and implement solutions that mitigate risk, improve efficiency, and support digital transformation. By fostering a culture of continuous improvement and mentoring team members, I ensure that identity and platform services serve as strategic enablers for growth.
● Report status and escalate issues and risks ● Troubleshoot and resolve routine issues and problems ● Author technical documentation and create documentation for new processes ● Identify opportunities for process improvement ● Leverage data and analytics to make decisions on the priority of the stories in the product backlog ● Prepares and delivers reports, recommendations, or alternatives that address existing and potential problem areas; communicates ideas in both technical and user-friendly language; and prioritizes and executes tasks in a high-pressure environment
supervise the implementation process testing new applications to ensure functional requirements are met offer assistance to employees on how to properly use all systems, including writing training materials and conducting seminars
● Responsible for creating, managing, and executing upon senior leaderships defined product roadmaps ● Spend time getting to know and understand the end user to help drive innovative product and existing enhancements ● Work with senior Product Leadership to evolve high-level strategic vision into actionable tactics that provide ClaimSearch customers with top tier compliance solution ● Contact over 200+ Customers a month; average over 40 Customer Calls a Week
-• Perform daily client account management for over 300 clients and 10+ products, acting as a liaison between clients and internal IT department, Vendors and Sales Support - Daily interface with client contacts. • Provide support for end to end development of products. • Manage all elements of projects including client relationships, database management, inventory control, and reporting functions. • Troubleshoot critical defects in software coding for internal websites. • Work closely with the Developers and Engineers to achieve a high level of code coverage. • Improve, optimize, and identify opportunities for improved software development lifecycle. • Meet with both senior operations and engineering teams to prepare, prioritize and plan for new system launches and related projects. • Participate in quality assurance testing for large-scale, E-Commerce web applications, tools, and/or software • Interact with clients and technology partners to facilitate the successful, timely completion of projects. • Coordinate program/project details with internal departments. • Have created over 100 template responses for Users and Sales Representatives. • Generate weekly and monthly client reporting for all major metrics, goals tracking, revenue tracking, and other paid search initiatives. • Efficient in implementing QA processes, establishing standards, procedures and methodologies. • Very good understanding and experience on different POS platforms. • Analyze, review and request modifications to programs to increase operating efficiency or adapt to new requirements. • Create action plans and project documentation. • Train new team members, monitor ticket status, prepare weekly and monthly team reports, chair team meetings and liaison with management on developing new system procedures and policies. • Able to work under pressure to meet deadlines and the ability to work in a cross-functional environment. • Effectively able to work as a team member as well as independently.