Chainalysis is the blockchain data platform. We provide data, software, services, and research to government agencies, exchanges, financial institutions, and insurance and cybersecurity companies in over 60 countries. Our data powers investigation, compliance, and market intelligence software that has been used to solve some of the world's most high-profile criminal cases and grow consumer access to cryptocurrency safely. Backed by Accel, Addition, Benchmark, Coatue, Paradigm, Ribbit, and other leading firms in venture capital, Chainalysis builds trust in blockchains to promote more financial freedom with less risk.I'm currently helping mature the Technical Solutions and Support functions at Chainalysis to better enable product engagement and improve customer retention. My responsibilities include developing the services, tools, processes, KPIs, culture, and global staffing necessary to create an industry-defining customer experience.Investment rounds: Series F.

I was responsible for building the first Technical Solutions, Support, and Documentation teams at Chainalysis. I oversaw the growth from single-person functions to globally distributed teams in AMER, EMEA, and APAC. I led the implementation and administration of new tools (Zendesk) and processes that helped drive a 98% overall customer satisfaction score (CSAT).Investment rounds of Series: B, C, D, E.

Small Talk is a family-owned private pediatric speech therapy practice started by my wife and I. Our mission is to make pediatric speech therapy services more accessible and personal for families in Connecticut. For years, we've been fortunate to provide therapy, evaluations, and consultations for hundreds of families as well as organizations like the West Hartford Public School District and CREC Schools.While my wife and our therapists are certainly the heart and soul of Small Talk, I've supported the mission by managing the operational, financial, IT, and marketing/branding efforts. I've been able to leverage my business and leadership experience to contribute in the following areas:✔ On-going resource management, financial reporting, and accounting. ✔ Recruiting and hiring therapists to support growth and cover service gaps.✔ Brand development and marketing strategies to drive referrals and company growth (search campaigns, conferences, networking). Our online presence has functioned as our primary referral source thanks to solid SEO for key search terms (http://www.smalltalkct.com)✔ Implementation and management of HIPAA compliant operational tools (including Google Workspace) as well as bookkeeping (Wave) and payroll systems (Square)My personal aim in my contributions is to help connect families and therapists in an environment that fosters the best possible service in a sustainable way.

Finalsite is a global SaaS company providing a robust website content management system platform for 1750+ clients in 80 countries.As Director of the Support department at Finalsite, I lead a global team of thirty-five team members comprised of managers, support analysts (L1) & engineers (L2), data integration engineers, front-end developers, and product trainers. I provided strategic direction and program management.

Lead team of Support Engineers, Front-End Support Developers, and Data Integration Specialists to provide escalated issue resolution and support utilities✔ Acted as mentor and escalation path for a team with a diverse range of skill-sets and responsibilities✔ Leveraged technical knowledge to develop an automated workflow that resulted in improved customer satisfaction during seasonal support volume peaks.✔ Increased customer satisfaction based on improved response and resolution times✔ Incorporated best-practice for coding projects including version-control (bitbucket) and code reviews

✔ Acted as primary technical escalation path for support team as well as solution engineer for sales team.✔ Coded client-facing “module” in our proprietary software that clients use to schedule support services. Improved customer satisfaction by providing transparency on service dates and reduced the number of engineers needed to provide services from six to one.✔ Increased one-touch resolutions by providing training and mentorship to team members and working cross-functionally with development team to eliminate bugs in software.✔ Leveraged technical knowledge of front-end and back-end technologies to contain and quickly resolve technical issues without impacting developers

✔ Regularly lead the department in customer satisfaction ratings and total issue resolutions✔ Leveraged technical knowledge of front-end and back-end technologies to contain and quickly resolve technical issues without impacting developers