BOOST builds fan communities for sports properties andtransforms content into commerce. Our platform ingests,enhances, and standardizes sports data and media,creates new inventory through analytics and generative AI,and integrates 3rd party solutions to commercializealways-on storytelling. Community is our craft.

➢ Lead efforts to implement standard requirement gathering, UAT and page launch QA processes across multiple business units for Equinix’s global website.➢ Produce knowledge base and how-to documentation for use by web content authors and provide training for new content management system functionality.➢ Coordinate with content, design and production teams to streamline the page build process and write tickets to accommodate the needs of all teams.➢ Work with Product Owner to improve use case and acceptance criteria documentation and communicate those need effectively to the engineering team.➢ Manage overall engineering sprint UAT process and feedback covering functional, UI, UX and end user testing.

➢ Led efforts to build desktop and mobile portals supporting EB-5 and Private Equity product lines, for use by fund managers and investors through functional specifications, management of an overseas development team and testing.➢ Defined and tested enhancements for both customer facing web portals and internal back office applications while working closely with an in-house development team.➢ Led onboarding efforts for new EB-5 immigrant investor program clients including portal demonstrations for daily users, financial data processing and overall project administration process training.➢ Wrote and implemented portal demo scripts for use by sales staff for use in prospect pitches to highlight value propositions and NES market differentiators in both the EB-5 and Private Equity product lines.➢ Worked with IT, legal, treasury, client services and HR departments to build responses to Due Diligence Questionnaires focusing on company demographics, data security, financial statistics and product line processes.➢ Led training efforts for client services team on enhancements to EB-5 back office application, including building an Atlassian Confluence knowledge base.➢ Transitioned to an engagement management role in 2018 for private equity business unit. Processed legal agreements and offering documents to define required services and pricing for sales proposals.

➢ Define and implement long term project plans to promote efficient prioritization and manage risk amongst business units, franchisees and support teams worldwide.➢ Identify gaps and blockers that impact project deliverables and overall quality to implement repeatable and provable solutions.➢ Manage relationship between product owners and our overseas development team to set realistic expectations and deliverables.➢ Coordinated with internal IT teams to integrate business solutions, eliminate field reported defects, and implement requested enhancements to promote efficient franchise business operations and business reporting.➢ Developed unique solutions to keep mobile franchise stores up to date with latest proprietary and consumer technology and software.

➢ Team Lead for planning and executing on-site data migrations from legacy point of sale software to new proprietary point of sale software for franchisees in the United States, Canada, Australia, New Zealand, and the United Kingdom. ➢ Using deep knowledge of franchisee business management and operating guidelines, provided second level software and business process support for franchisees worldwide.➢ Document proven support and standard operating procedures to build an internal knowledge base for recently deployed point of sale software. ➢ Provided technical and franchise operations training for international support and franchise performance teams. ➢ Coordinated with business units to write and peer review functional specifications for new software enhancements and business flows.➢ Executed UAT and unit testing on new software builds for field deployments.

➢ Built knowledge base and standard operating procedures from the ground up by coordinating with internal business groups and IT teams as well as compiling support procedures from field reported issues.➢ Provided phone, live chat and email support to 4000 franchisees in North America. Supported several consumer and proprietary pieces of software including proprietary point of sale, Windows, Office, email, and hardware.➢ Built training processes for new hires and led 3-week training effort after new employee arrival.➢ First point of escalation for all technical issues for other team members.