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Jerimy Carroll

Senior Technology & Business Systems Leader

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Senior technology and business systems leader with 20+ years of experience (since 2005) leading enterprise software implementations, municipal systems modernization, ERP integration, cloud transformation, and cross-functional technical operations. Proven success managing multimillion-dollar delivery operations, enterprise application modernization, stakeholder engagement, and data-driven process improvement across government and SaaS environments.

Experience

City of Seattle

Aug 2023 — Present

Senior Business Systems Analyst

  • Led a $5M enterprise software implementation initiative for the Seattle Office of Housing, overseeing RFP development, vendor evaluation, system modernization, and cross-department stakeholder alignment.
  • Directed the development and implementation of business-critical applications tailored to Office of Housing operational needs, including data migration strategy, system transition planning, and end-user training.
  • Partnered with Seattle Information Technology to evaluate, design, and modernize enterprise application systems supporting Office of Housing operations.
  • Served as the primary liaison between the Office of Housing and Seattle Information Technology, facilitating strategic communication, technical coordination, and enterprise system alignment.
  • Managed ongoing enhancement and administration of Office of Housing application systems, ensuring data integrity, operational reliability, stakeholder reporting accuracy, and cross-department coordination.

Tyler Technologies

Aug 2020 — Aug 2023

Technology Services Manager

  • Led distributed teams of Project Managers and Engineers supporting enterprise SaaS implementations generating $18M+ in annual recurring revenue.
  • Managed ERP system implementation projects, coordinating efforts across multiple regions and ensuring seamless integration and adoption.
  • Directed the full lifecycle of software implementation projects, from initial planning and design to deployment and user training, with a focus on Cloud integrations.
  • Led cross-functional teams through the System Development Life Cycle (SDLC), supporting development, deployment, and operational support for large-scale software solutions.
  • Designed and implemented a custom project management and scheduling platform that improved workflow efficiency, increased reporting transparency, and reduced project delivery costs by approximately $5K per implementation.
  • Spearheaded the strategic planning and deployment of a new project management tool, significantly enhancing operational efficiency and revenue.
  • Optimized resource allocation and utilization by effectively managing the application lifecycle, ensuring projects were delivered on time and within budget.
  • Conducted application design reviews to ensure alignment with organizational goals, system capabilities, and user experience requirements.
  • Cultivated and managed vendor relationships to secure essential services and software, negotiating contracts that improved service quality and cost-effectiveness.
  • Streamlined customer self-service initiatives through Tyler Search, Customer Portal, and Tyler Community by increasing focus on content development and customer adoption.

Tyler Technologies

2011 — 2020

Customer Support Manager

  • Led product support teams to meet and exceed operational goals through staff development, training, performance management, and mentorship.
  • Directed development and launch of new client service offerings through needs assessment, resource coordination, marketing collaboration, pricing strategy, and target audience planning.
  • Organized the Renton office rollout of Microsoft Dynamics CRM, including system design input, conversion planning, user acceptance testing, and employee training program development.
  • Drove team performance, revenue growth, and operational improvements through leadership within Information Services operations.
  • Oversaw operational support initiatives that improved service delivery, customer satisfaction, and support infrastructure efficiency.
  • Implemented customer-focused community platforms including forums, wikis, and blogs that delivered relevant content and improved customer engagement with software solutions.
  • Defined and executed annual team goals that improved employee engagement, accountability, and achievement of departmental and company objectives.
  • Represented the support organization in development meetings to review new features, enhancements, and cross-functional collaboration initiatives.
  • Utilized SQL Management Studio, XML files, and execution logs to troubleshoot complex client issues, identify resolutions, and develop interim operational workarounds.
  • Mentored support specialists through ongoing feedback, technical coaching, and troubleshooting skill development.
  • Organized the annual Tyler Connect user conference, including instructor coordination and curriculum development based on client feedback and user experience.
  • Developed training content and conducted webinars for clients and internal teams.
  • Supported municipal ERP clients utilizing Citizen Services and Financials software platforms.
  • Led weekly operational meetings and advisory groups focused on team alignment, execution, and organizational goals.

Core Competencies

Enterprise Systems Modernization • Technical Program Management • ERP Implementations • SaaS Platforms • Cloud Integrations • Cross-Functional Leadership • Stakeholder Engagement • Vendor Management • Application Lifecycle Management • Business Process Optimization • SDLC • Data Migration • Enterprise Software Implementations • Operational Transformation • Systems Integration • Technical Operations Leadership • Strategic Planning • RFP Development • Customer Experience Strategy • Process Improvement • Organizational Alignment • Team Leadership • Implementation Management • Enterprise Application Support • Reporting & Analytics • User Training & Adoption • Change Management • Resource Management • Project Delivery • Operational Efficiency

Technical Skills

SQL Server • SSRS • ERP Systems • CRM Platforms • SaaS Applications • Cloud Integrations • SharePoint • Microsoft 365 • Visual Studio • HTML/CSS/JavaScript • Python • XML • Data Migration • Reporting & Analytics • SQL Management Studio • Application Design Reviews • System Performance Troubleshooting • User Security Administration • Enterprise Application Support • Workflow Optimization • Business Systems Analysis • Operational Reporting • User Acceptance Testing (UAT) • System Transition Planning • Software Deployment Support • Process Automation • Technical Documentation • Training & Webinar Development

Education

Western Governors University

Accounting, Business Studies