Adam L. Email & Phone Number

Led the creation of monetized support tiers aligned with our consumption-based pricing model, driving customer retention and revenue growth, while scaling global support. Maintained a continuous focus on customer satisfaction in a fast-growing, developer-focused, cloud-native environment.

Portland, Oregon, United States

Kept leading the LaunchDarkly support organization through growth of the team and business, improving customer experience, and worked cross functionally to ensure our customers received continuously outstanding, world-class support.

Portland, Oregon, United States

Leading LaunchDarkly's support organization through scaling and globalizing, while supporting our amazing team of Technical Support Engineers, and partnering with other teams to ensure we provide the best possible service and deep technical expertise to all of our customers.

Portland, Oregon Area

Managed a team of Technical Support Engineers who supported New Relic's various APM components, while focused on internal partnerships, career growth, feedback, and successful day-to-day operations. I also contributed to higher level strategy to ensure our support organization and customers were successful.

San Francisco Bay Area

Hired, coached, and managed a team of the top technical customer advocates at Zendesk (in San Francisco, CA and Madison, WI) providing world class technical support to 100,000+ customers.

San Francisco Bay Area

Functional Lead:Advanced, scoped, and implemented deliverables for our worldwide Tier 3 program, so as to better extend our product and support our customers. Team Lead: Provided Tier 3 support to our (at the time) 55,000+ customers, with an emphasis on resolving and troubleshooting the most technically complex issues escalated from Tier 1 and Tier 2.

San Francisco Bay Area

Led a team of amazing advanced support advocates. Identified and resolved issues ranging from basic setup questions to technical troubleshooting for Zendesk apps and Zendesk account configurations.

San Francisco, CA

Provided front line support via answering calls, emails, and chats for the best cloud customer service software solution. Also, from February until my move to advanced support in May, I led a small team of awesome level one advocates as a team lead. In that role, I learned to provide leadership, through guidance and two-way feedback, to promote the.

Oakland, CA

Worked freelance IT consulting jobs, ranging from setting up complex security systems to troubleshooting basic PC issues, on a for-hire basis.

Eugene, Oregon

Supported 500+ University of Oregon general staff; learned proper use of prioritization, escalation, and ticketing; rapidly diagnosed hardware and software problems, helped implement division-wide changes (e.g., switching to better remote support software (Bomgar), adding standard operating procedures, and making use of Sharepoint's wiki feature. Also.

Florenece, Oregon

Administered day-to-day functions for the CEO including buying materials, keeping transactions current, logging employee records, some employee oversight, purchasing, and minor accounting in QuickBooks. FCS was hired to do interior woodwork and cabinetry for the remodel of the Three Rivers Casino on the Oregon Coast, so moved on upon completion of the.

Bachelor Of Science, Political Science And Philosophy

I double majored in Political Science and Philosophy.

Education record

Participated in Political Action Seminar, a unique course designed to instill a sense of political and communal responsibility through.