Hi, I’m
April McCarthy
Senior Technical Manager
Norwalk,OH
Summary
Senior Technical Manager building and leading a new Sales Digital Transformation vertical for Holiday Inn Vacation Club Inc. directing all aspects of digital transformation, including multiple innovative teams both onshore and offshore, which included 25 direct and indirect reports of developers, QA, Customer Success Manager, Delivery Lead, Project Managers, Architects and Engineers. Applications utilized include Salesforce CRM (Marketing Cloud, Sales Cloud, custom digital application), MuleSoft (anypoint), React, .Net, SQL DB, Azure Application Insights, document generation (Conga), DocuSign CLM and eSignature, xml and all hardware utilized for tour check-in to deeding to county recording.
• ROI intention is reduction in headcount of 15% FTEs (predominantly from back of house), 45-minute reduction of idle time experienced by end users.
• Elimination of paper copies containing full PII and PCI information.
• Automation of digital document routing with sensitive information to be redacted in repository.
• Electronic deeding
• .4% reduction in document errors (1.5% paper world vs 1.1% digital).
Skills
· Agile Scrum and Waterfall methodologies
· Document Template Building
· Personnel Management
· Technology Optimization
· Process Streamlining
· Contact Management Systems
· Technical Troubleshooting
· Business Development and Planning
· Strategic Vision
· Interpersonal Communication Skills
· Document Preparation
· Business Correspondence
· Employee Performance Evaluations
· Tech Support
· Motivational Leadership
· Implementing New Business Systems
· Data Analytics
· Digital Sales
· Regional Sales and Support
· MuleSoft
· Salesforce (Market and Sales Cloud)
Overview
25
years of professional experience
1
Certificate
Work History
Holiday Inn Club Vacation Incorporated, Orlando, FL
Senior Technical Sales Manager
2021.09 - Current (3 years)
Job overview
- Responsible for overseeing efforts with by strategizing, implementing, and maintaining Value Stream priorities and initiatives that are consistent with organizational objectives (including PI planning)
- Responsible for Value Stream metrics, activities, and overall team direction
- Oversee multiple project teams (FTE, Contract), ensuring program goals are reached
- Manage budget and funding channels for maximum productivity
- Lead multiple distributed teams with proven ability to lead and funnel work efforts.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Built relationships with customers and community to establish long-term business growth.
- Developed solutions to sales challenges and maximized business opportunities.
- Fostered collaborative working environment despite cultural differences and often geographical barriers.
- Implemented and managed Customer Relationship Management systems (CRMs) effectively, in order to optimize technology and support healthy client communication.
- Communicated sales and marketing strategies to multiregional teams in varying languages utilizing support staff present.
- Assessed big-picture department effectiveness with scrutiny and detail, analyzing metrics and providing recommendations for measured improvements.
- Assessed resource requirements of action plans and gauged feasibility.
- Leveraged multiregional talent for optimal productivity and coordination of team strengths and weaknesses, routinely exceeding quarterly and annual goals.
- Assessed resource requirements of action plans and gauged feasibility
- Assessed big-picture department effectiveness with scrutiny and detail, analyzing metrics and providing recommendations for measured improvements
- Developed and implemented strict budgets accounting for unexpected but fully supported operations with most efficient resource use
Holiday Inn Club Vacation Incorporated, Orlando, FL
Technology Project Manager
2020.02 - 2021.09 (1 year & 7 months)
Job overview
- Expert in encompassing discovery, foreseeing market trends, imagining new services and technologies, testing breakthrough corporate practices, establishing brand extensions
- Responsible for overseeing efforts around implementing, and maintaining priorities and initiatives that are consistent with organizational objectives
- Responsible for running all Agile ceremonies and leading all testing efforts
- Oversee multiple project teams, ensuring program goals are reached
- Manage budget and funding channels for maximum productivity
- Lead multiple distributed teams both onshore and offshore
- Responsible for product launch including site implementation, and training
- Responsible for vendor relationships (as needed) on interfaces with product implementations.
- Provided leadership and support for IT department.
- Managed implementation of new technological improvements resulting in increased efficiency.
- Recruited and trained IT team members.
- Developed suggestions for technical process improvements to optimize resources.
- Analyzed company processes to determine outsourcing feasibility.
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Researched and adopted new technologies to add value to existing offerings.
- Investigated system issues and implemented resolutions to reduce downtime.
- Authored best practices documentation for use in new personnel onboarding processes.
- Developed technical requirement documentation for new software products.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Educated stakeholders on data protection tactics to reduce breaches.
- Assessed business requirements to create focused solutions.
- Improved systems with addition of new features and infrastructure.
- Developed diagrams to describe and lay out logical operational steps.
- Presented business leaders with ROI estimations to drive project planning.
Holiday Inn Club Vacation Incorporated, Orlando, FL
Senior QA Lead
2018.06 - 2020.02 (1 year & 8 months)
Job overview
- Created and implemented comprehensive test plans that include test scenarios and test cases that support any issues, systems or updates being tested with proven ability to clearly and concisely review those tests to determine any outcomes
- Entering test cases into applicable environment/s (QA, UAT, DEV) and verify testing results are complete and accurate
- Reviewing internal work tickets review for corrective actions needed then escalate to proper working tier according to SLA agreements (within those tiers)
- Lead tester when testing applications (using functional testing, unit testing, integration testing, white & black box testing) to ensure performance is as designed
- Expert in actively listening while engaging productively and collaborating in all conversations while upholding ethical values
- Responsible for testing estimates and making recommendations for any QA process improvements
- Expert in test case development from BRD to testing application platform to ensure software program, application or newly released product - meets business and technical requirements that guided its design and development to testing for current business processes
- Responsible for transition of key information (via Version1) to development team to ensure continued successful support of internal business customers
- Proven ability to work independently or with teams and with all levels of employees
- Responsible for maintaining and updating issue logs and participating in issue tracking and sprint list meetings
- Work with 3rd parties on interfaces with product implementations
- Champion for governance and SDLC methodology within IT framework.
- Developed and maintained quality assurance procedure documentation
- Participated in departmental meetings to establish short- and long-term strategy
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Addressed non-conformance issues, pausing production to correct errors
SC Strategic Solutions, Norwalk, OH
IT Software Support Technician
2017.05 - 2018.06 (1 year & 1 month)
Job overview
- Expert in providing first line technical support to customers: identifying and resolving all customer challenges and escalating as required
- Resolving support tickets timely as per internal SLA requirements
- Resolving escalated customer complaints without management intervention
- Product SME responsible for creating and maintaining client databases (including testing Soap endpoints, creating Check templates, Purchase Order templates and Receipt templates using Visual Studios to fit client customizations)
- Lead tester when testing applications (using functional testing, unit testing, integration testing, white & black box testing) to ensure performance is as designed
- Review and validate clients "as-is" processes and make recommendations for positive changes when applicable, to eliminate ambiguity
- Expert in documenting, troubleshooting and problem resolution steps as required
- Responsible for transition of key information to development team to ensure continued successful support of internal business customers
- Champion at providing 100% satisfaction and support to resolve more advanced issues when necessary
- Responsible for development of technical documentation for internal staff and end users
- Expert in providing support to Professional Services team, as necessary
- Responsible for training staff as needed
- Proven ability to work independently or with teams and with all levels of employees
- Expert in communicating recommendations for improving workflow, correcting system problems, and reducing expenses
- Responsible for training clients on database customizations and builds.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Installed, configured and maintained computer systems and network connections
- Offered assistance in implementing and developing training programs
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
AmTrust Financial, Cleveland, OH
Software Quality Analyst
2017.03 - 2017.05 (2 months)
Job overview
- Created and implemented comprehensive test plans that includes test scenarios and test cases that support any issues, systems or updates being tested with proven ability to clearly and concisely review those tests to determine any outcomes
- Review and validate business requirements for assigned testing projects and making recommendations for positive changes when applicable, to eliminate ambiguity
- Entering test cases into applicable environment and verifying testing results are complete and accurate
- Adheres to and performs Life Cycle Testing
- Expert in following-up testing cycles to ensure all activity has been completed, issues have been documented and or resolved and defect free code change is ready to move into production
- Champion at training other employees as needed
- Consistently meets or exceeds standards for productivity and quality by producing work that is accurate and processed within desired time frames
- Proven ability to work independently or with teams and with all levels of employees
- Proven ability to follow direction and accept guidance
- Expert in communicating recommendations for improving workflow, correcting system problems, and reducing expenses
- Responsible for maintaining and updating issue logs and participating in issue tracking and sprint list meetings.
- Documented testing procedures for developers and future testing use.
HealtheSystems, Tampa, FL
Software Quality Analyst
2015.11 - 2017.02 (1 year & 3 months)
Job overview
- Champion at attaining quality in our products and ensuring customer satisfaction by evaluating and testing software
- Review and validate business requirements for assigned testing projects and making recommendations for positive changes when applicable, to eliminate ambiguity
- Expert in communication written, oral and nonverbal ideas and concepts clearly so all parties have a full and complete understanding
- Expert in actively listening while engaging productively and collaborating in all conversations while upholding ethical values
- Responsible for testing estimates and making recommendations for any QA process improvements
- Expert in test case development from BRD to testing application platform in an effort, to ensure our software program, application or newly released product - meets the business and technical requirements that guided its design and development to testing for current business processes
- Responsible for identifying gaps between any "as-is" processes to future "to- be" processes
- As lead QA, I scheduled and facilitated test case reviews with peers, developers, BA's and any project stakeholder
- Create and validate test cases for standard processes within the documented QA processes and policies in all phases of the SDLC
- Expert in defect management with generation, documentation and maintenance of pass/fail testing results and assist with troubleshooting any deviation from the expected result
- Prepare projects for Production deployment and ensure Production validation post-deployment
- Actively engage in driving strategic initiatives and related goals ensuring the most optimal outcomes
- Work with 3rd parties on interfaces with UI implementations (Captiva Capture)
- Utilizing SQL and HTML coding for query set up, testing, research and reporting
- Trained in actively working in/with HP ALM (test lab, test plan & defect tracking)
Granite Services, Tampa, FL
IT Analyst
2006.11 - 2015.11 (9 years)
Job overview
- Champion for governance and SDLC methodology within the IT framework
- Expert for current business processes and identifying gaps between existing and global processes - This includes travel to local offices to view and note actual current "as is" processes
- Payroll/HR 'SME' I championed to streamline and standardize global processes to align with best practices
- Create and validate test cases and for standard processes within the standard business tools
- Managed and drove solutions to process gaps and defects
- Responsible for the implementation training and documentation creation/updating used by run teams as needed
- Worked with 3rd parties on interfaces (payroll, bank, local accounting firms)
- Worked with payroll vendors to identify and document requirements - ensuring compliance for all countries is met
- Creation of test plan, design and execution that adhere to SDLC methodology
- Test and validate (defect management) all pay processes from SSTE to Payroll and ER costs - documenting any noticed changes from patches, services requests, and upgrades
- Expert in Oracle OTL, OIE, PA and AP modules
- Fully understanding and explaining processes related to these modules - Able to explain, document and help resolve end user issues - also well versed with Oracle HRMS
- Train Service Managers (Global) in PowerSource with Oracle tab employee creation
- Lead configuration, training and roll out (Globally) of Oracle Time and Labor / Oracle Internet Expense Version K and Oracle R12
- Created reports within Notiex for Global use with labor auditing
- Currently helped in the implementation, end user testing and roll out of 14 + countries onto Oracle
- (Including travel to locations for training and Oracle set-up)
- Responsible for training site supervisors on S-Curve data, importing
- Xer files and updating as needed into Primavera Contractor tool
- Generating a baseline from the data exported from Primavera
- Complete development requests for new Oracle Set-ups
- Complete set-up for DP testing
- Kofax/Markview Admin includes finding and resolving root causes of back up issues, testing Kofax products and scanner issues
- SQL and HTML coding for query set up, research projects and reporting for Oracle and Markview.
Granite Services, Tampa, FL
US Payroll Lead
2004.11 - 2006.11 (2 years)
Job overview
- Responsible for reviewing and updating variable employee contracts, updating employee excel spreadsheets with salaries, uploading rates into Ultipro for payment
- Audits timecard and expense entry from both employee and India co-workers
- Handles billing corrections and garnishments
- Runs Oracle import process to import pay records from Oracle to Ultipro
- Balances payroll Oracle to Ultipro reports, Responsible for updating, FWW and weekly/monthly tracking spreadsheets for payroll manager
- Responsible for processing sensitive staff (GSII) payroll issues and updating payroll time and expense entries for all PenPower employees
- Responsible for maintaining deadlines and training new hires on process for weekly payroll process
- Tracks all payroll support emails and reviews to ensure excellent customer service is provided to the employees
- Acts as a liaison between US payroll specialists and payroll Supervisor / Manager and between India payroll team and US payroll team
- Responsible for sending Ach/Wire transfer to employees both stateside and International, reviewing and sending payroll direct deposit files, and reviewing/correcting all ACH returns
- Primary contact for testing new payroll processes in Oracle test instances and Proterm.
Granite Services, Tampa, FL
US Payroll / Billing Specialist
2004.05 - 2004.11 (6 months)
Job overview
- Responsible for billing multiple invoices, auditing employee receipts and timecards
- Naming, tracking and printing employee time cards
- Entering time and expenses for multiple employees, reviewing receipts, handling exchange rates with numerous countries
- Developing and maintaining close relationships with field employees and managers
- Printing and sending weekly payments to employees in the field
- Handling employee calls, questions/concerns on a timely basis
- Alphabetizing invoices and timesheets for billing back-up.
Sypris Electronics LLC, Tampa, FL
Senior Accounting Clerk / Payroll Backup
2000.08 - 2004.05 (3 years & 9 months)
Job overview
- Duties included working with several companies on repayment issues, collection calls on current and past due accounts
- Researching possible billing issues 45-90 days
- Monthly excel spreadsheets
- Invoicing/DD250's on a daily basis
- Collecting on average monthly basis 8+million dollars in revenue
- Keeping close and friendly relationships with all vendors
- Payroll and cashier window responsibility when supervisor or clerk is away
- Handled, reordered and reconciled large amounts of cash, handled payment vouchers for travel in both cash and travelers' checks
- Employee garnishments, filling out and sending claims for employees
- Close employee contact.
Darby Farms, Dade City, FL
Payroll / AP Clerk
1999.02 - 2000.08 (1 year & 6 months)
Job overview
- Responsible for all A/P, payroll and front end duties
- Interviewed and hired field and packing employees
- Maintained daily bin count records and produced excel spreadsheets for president of Darby Farms
- Answered all incoming calls, handled all health insurance priorities for full-time employees
- Handled workman compensation claims
- Entered and cut payroll checks on a weekly basis
- Also did monthly check reconciliations for both payroll and A/P
Education
Saint Leo University , Saint Leo, FL
Associate of Arts from Liberal Arts And Sciences
03.2015
Sandusky High School , Sandusky, OH
High School Diploma
06.1993
Skills
· Agile Scrum and Waterfall methodologies
· Document Template Building
· Personnel Management
· Technology Optimization
· Process Streamlining
· Contact Management Systems
· Technical Troubleshooting
· Business Development and Planning
· Strategic Vision
· Interpersonal Communication Skills
· Document Preparation
· Business Correspondence
· Employee Performance Evaluations
· Tech Support
· Motivational Leadership
· Implementing New Business Systems
· Data Analytics
· Digital Sales
· Regional Sales and Support
· MuleSoft
· Salesforce (Market and Sales Cloud)
Certification
SQE Software Tester Certification Certified Yellow belt for Six Sigma Customer Service Certification Preparing for Payroll Year-End Certification Conflict Management Certification Loan Servicing Certification
Timeline
Senior Technical Sales Manager
Holiday Inn Club Vacation Incorporated
2021.09 - Current (3 years)
Technology Project Manager
Holiday Inn Club Vacation Incorporated
2020.02 - 2021.09 (1 year & 7 months)
Senior QA Lead
Holiday Inn Club Vacation Incorporated
2018.06 - 2020.02 (1 year & 8 months)
IT Software Support Technician
SC Strategic Solutions
2017.05 - 2018.06 (1 year & 1 month)
Software Quality Analyst
AmTrust Financial
2017.03 - 2017.05 (2 months)
Software Quality Analyst
HealtheSystems
2015.11 - 2017.02 (1 year & 3 months)
IT Analyst
Granite Services
2006.11 - 2015.11 (9 years)
US Payroll Lead
Granite Services
2004.11 - 2006.11 (2 years)
US Payroll / Billing Specialist
Granite Services
2004.05 - 2004.11 (6 months)
Senior Accounting Clerk / Payroll Backup
Sypris Electronics LLC
2000.08 - 2004.05 (3 years & 9 months)
Payroll / AP Clerk
Darby Farms
1999.02 - 2000.08 (1 year & 6 months)
Saint Leo University
Associate of Arts from Liberal Arts And Sciences
Sandusky High School
High School Diploma
SQE Software Tester Certification Certified Yellow belt for Six Sigma Customer Service Certification Preparing for Payroll Year-End Certification Conflict Management Certification Loan Servicing Certification
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