Intelligence Analyst Technical Support

Samario E King

Durham, NC ***** 704-***-****

***********@*****.*** linkedin.com/in/samario-king

Software Lifecycle Engineer and Analyst

ITIL Certified Technical Solution Engineer with expertise in software testing, deployment, data analysis, training and technical support. Business Intelligence Analyst skilled in configuring, supporting and performing data analysis on enterprise application systems, communicating technical issues and engineering solutions for clients and executives. Customer Success Professional with client escalation, contract management, quality assurance and project management experience. Professional Experience

Avalara, Customer Excellence Technical Manager, Durham, NC, 8/2020 to present. Escalation Manager and Technical Support for Enterprise Clients using Avalara Sales Tax, Returns and CertCapture SaaS Software. I performed data usage analysis using PowerBi, Tableau and Snowflake Audits for clients over an array of Enterprise Resource Planning connector errors. Provided technical training and resolutions for client issues with deployment, integration and taxation. IBM, Support and Configuration Lead Engineer, biTool Suite. Durham, NC. 2017 to 2020 Technical Support, Test and Configuration for the Business Intelligence Tool Suite (biTools), IBM’s enterprise software sales application. Coded new business rules engines, tested pricing delegations and ran platform verifications for new releases. Initiated education sessions on biTools best practices and Order to Opportunity process alignment. Migration of legacy biTools platform to Salesforce and performed Sarbanes-Oxley (SOX) compliance testing against all IBM Brands for monthly audits. IBM, Watson Presales Quality Assurance Analyst, lBM Software Group. Durham, NC. 2011 to 2017 Performed Quality Assurance, client contract management and process standardization to transform the Watson Artificial Intelligence initiative into a software business model. Decreased time to market by creating sales templates for Watson engagements. Led training sessions on Watson offering component codes, O2O sales process and the biTools Platform. IBM, Software Test and Operations Manager, Tivoli Integrated Portal, Durham, NC. 2004 to 2011 Managed a team of functional and performance testers in Chengdu, China and a team that automated test scripts in Bangalore, India. I converted the physical lab to virtual machines then used Automation and Machine virtualization to migrate from a Waterfall to an Agile development model. Reviewed System Design Documentation, generated test scenarios, tracked defects, performed integration test and project management for the Tivoli Integrated Portal Test team. Presented Weekly status to executives to highlight achievements and expose defect trends.

Education

BACHELOR OF SCIENCE (Bs), Computer Science, MOREHOUSE COLLEGE, Atlanta, GA Skills

Python, SQL, Azure, MS Office, Adobe, JIRA, Confluence, Tableau, Snowflake, PowerBi, Salesforce