At Neurealm Inc, I managed delivery and technical L2 support for healthcare ERP customers, reducing the support backlog by 70% within a year. I worked with a nine-member onshore/offshore team and used JIRA and Salesforce to support delivery.
For Premier Inc and AgFirst, I partnered with Product Support leadership to prioritize the backlog and managed client relationships and escalations. I also streamlined request monitoring and SLA adherence, and coordinated production issue resolution using SQL analysis and code-review coordination.
At John Wiley & Sons, I coordinated digital publishing releases across a 12-member onshore/offshore team. I facilitated BDD workshops and Scrum ceremonies, and achieved 0% schedule variation across owned testing phases while keeping defect leakage below 5%.
Earlier, I led release validation cycles at Zylog Systems Ltd for SingTel and Rosie Connect, maintaining 0% schedule variation. At Aon Hewitt, I implemented enterprise healthcare benefits and enrollment projects, built SQL queries for production test data, and managed production deployments.
