Manage B2B and Consumer support teams.

Manager of the B2B Developer Technical Support team.• Manage tools used by the support team to interact with customers and report to development and design teams. • Serve as escalation path for customers needing higher priority visibility or partnering possibilities. • Build team of support engineers capable of speaking both technical and non-technical languages while being able to provide sample code when needed.

• Support developers, designers, and management creating applications in a variety of programming languages for deployment in a variety of environments. • Assist clients on legacy products to move applications to current offerings.• Monitor performance and availability of products and notify clients of any impairments that may affect their product in a timely manner. • Assist development and operations teams in troubleshooting service impairments or product enhancements and bugs.• Train other team members and departments to help support the latest product offerings. • Represent the API support team in team meetings and policy and procedure decision making. • Assist sales in marketing products to perspective clients. Help sales with direct contact with clients needing technical assistance in making a product purchase decision or when picking a product or supplier. • Create sample code for clients showing latest basic and complex functionality. Code can be used for learning the API and for using in client applications. Code samples in ActionScript, JavaScript, Java, JSP and Objective C and debugging in C#, C++, PHP, and others.• Assist MapQuest.com, Mobile and Platform Services (B2B) test new products.• Represent MapQuest at events (Adobe MAX) and at client locations.

Manager of the Verizon Location Services B2B Developer Technical Support and MapQuest Consumer Support teams.• Manage several queues worked by several agents and teams including both in the office and off-shore teams. • Facilitate communication between end users of products and design and development teams while filtering for common themes and unwarranted criticism.

Enterprise Knowledge Management system utilizing J2EE, servlets, JSPs, applets, JavaScript, ActionScript and HTML.Programmer for all components of the Generation21 Total Knowledge Management™ (TKM™) software product, including the Web/Oracle-based client system and content presentation, Flash/ActionScript/Oracle-based content creation system, 4D-based content creation system, and Web/Oracle-based learning management system. Project manager for new software version development and release. Duties included programming and delegating duties to other programmers. Lead programmer for client customization projects. Projects included customization of TKM for EMC, Bank of America, Ford Motor Company, and The University of Puerto Rico. Built and maintained Oracle databases; built triggers and stored procedures. Maintained and further customized TKM for clients, including Dell Computer, Renaissance Learning Systems, and School Renaissance Institute.

Worked as production assistant, grip, gaffer, teleprompter operator, sound engineer, camera operator for Comedy Central, CBS News, Owens Corning, and local production companies. Projects included corporate product, cable television shorts, broadcast commercials, promotional videos and events involving Miss America, viral celebrities, and local talent.