Jerimy Carroll

Senior Business Systems Analyst

• Reestablished and led a stalled $5M enterprise modernization initiative for the Office of Housing, developing the City’s delivery approach in partnership with Seattle IT and Office of Housing leadership.
• Directed the complete program lifecycle, including business requirements, procurement, vendor evaluation and selection, Salesforce configuration, data migration, testing, organizational readiness, conversion, cutover, and production launch.
• Coordinated requirements and implementation priorities across Seattle IT and seven Office of Housing business groups covering capital investments, asset management, homeownership programs, home repair, weatherization, and finance.
• Led replacement of legacy capital-tracking, lending, and home-development systems with an integrated vendor solution aligned with business operations and reporting requirements.
• Managed the vendor relationship and directed data migration with a data analyst under my supervision, ensuring business needs, data requirements, and implementation dependencies remained aligned through go-live.

Technology Services Manager

• Led 16 direct reports, including project managers and technical analysts, distributed across Maine and other U.S. locations.
• Directed approximately 200 customer conversions annually from on-premises software to Tyler’s SaaS environment, representing approximately $18M in conversion sales.
• Recognized inconsistent project practices and initiated a Microsoft Dynamics-based project-management solution that standardized delivery for project managers and technical analysts.
• Reduced the typical customer conversion lifecycle from approximately six months to three months by establishing a consistent workflow, centralized project information, and clearer delivery coordination.
• Reduced delivery costs by approximately $5K per conversion while improving customer visibility and giving technical analysts a single source for project requirements, status, and customer information.
• Built and retained a nationwide team with very low employee turnover by emphasizing employee feedback, shared accountability, recognition, and team accomplishments.

Customer Support Manager

• Led 21 direct reports, including a team leader, four analysts, and 16 support technicians, serving approximately 410 municipal customers.
• Maintained Tyler’s highest customer-service scores, achieved nearly 100% customer retention, and resolved most support cases within one business day.
• Closely monitored and aggressively reduced case backlog while aligning response and resolution priorities with issue severity and customer impact.
• Conceived and launched a server-maintenance service providing backups, performance monitoring, log reviews, and ongoing technical partnership for customers operating on-premises systems.
• Achieved approximately 50% customer adoption of the server-maintenance service and generated approximately $500K in annual revenue.
• Served as the divisional lead for a company-wide Microsoft Dynamics CRM implementation, ensuring the office’s workflows, data, and operational requirements were represented in the enterprise solution.
• Developed employees through technical coaching and leadership opportunities, helping team members earn promotions and advance into leadership roles and other Tyler departments.

ERP systems • Salesforce • CRM platforms • SaaS applications • SharePoint • Microsoft 365

SQL Server • SQL Management Studio • SSRS • Cloud integrations • XML • Data migration • Reporting & analytics

SDLC • UAT • System transition planning • Application design reviews • Workflow optimization • Process automation • Technical documentation

Xcode • SQL • Apple cloud services • Python • JavaScript • HTML/CSS • Visual Studio