Public address announcer for all home Holliston High School football games at Kamitian Field, including the Tri-Valley League Championship and Joey Larracey Bowl. Responsibilities include all in-game play calling, music selection & pep band synchronization, public safety notifications, and promotional announcements.

Built out and executed the community vision to scale, engage and support the Velociraptor open-source and Rapid7 Voice customer communities, advocating for them both internally and externally.• Developed and executed a comprehensive customer community engagement strategy aligned with Rapid7’s business initiatives and designed to deliver meaningful interaction with Rapid7’s customers, prospects and advocates.• Coordinated and executed industry-leading user conferences and workshops, including the inaugural VeloCON, a 1-day summit to share experiences in using and developing Velociraptor to address the needs of the wider DFIR landscape.• Managed entire social media, web and email presence for Velociraptor, including all informational posts, content creation, event promotion, release announcements and discussions. Audience saw 500% growth within 2 years.• Created and directed captivating content, events and engagement activities to nurture customer advocacy, deflect support tickets and maximize product adoption, ideation and knowledge sharing. Engagement within customer community increased 151% year-over-year.• Partnered closely with customer excellence, marketing, social media, digital and communications teams to enhance internal and external awareness of the community and maximize participation, engagement and customer advocacy. Developed and tracked strategically aligned key performance indicators (KPI’s) and metrics, reporting up to executive leadership.

Managed a cross-border team responsible for recruiting and managing online communities for specific customer needs in support of Applause delivery teams. Strong, documented record of success in improving and streamlining the uTest Community experience and strengthening the Applause uTest brand and awareness.• Defined the overall Community strategy for Applause, including Community vision, global expansion, engagement and strategies around other communities for its clients, aligning with specific business initiatives.• Managed brand awareness through community focused content creation, events and thought leadership.• Mentored and coached community management (CM) team members, who recruited, engaged and managed both technical and everyday testers and panelists on behalf of Applause, its customers, and partners.• Provided business input and action plans, working with other functions of the business including engineering, professional services, finance, marketing, customer success and sales.• Created scalable programs to help onboard, train & support a community of over 950,000 testers from over 220 countries & territories around the world across various industries, verticals and lifestyles such as finance, gaming, government, healthcare, automotive, and technology.

Coordinated and managed business operational activities while ensuring compliance with company standards and procedures in order to meet customer expectations and company goals.• Built, coordinated and launched new Operations & Support organization to provide support for a range of in-house applica-tions and systems across North America for all internal and external customers. • Proactively managed production applications and systems, resolving issues and/or escalating to appropriate team(s) for quickest resolution. • Built and maintained strong customer relationships through regular meetings and communications. • Evaluated operational performance and provided strategic plan for improvements.• Managed work assignments and allocation of staff, conducted performance reviews and provided performance feedback.• Maintained clear and accurate operational documents/procedures for reference purposes.• Supported operational risk and audit processes for the purpose of preventive maintenance.• Recommended preventive measures and process improvements to optimize operational efficiency and cost-effectiveness.

Acted as liaison between Business and IT while managing the customer-facing day-to-day hands-on operations of the second level technical support team for StaplesAdvantage.com, an award-winning Business-to-Business E-Commerce website with annual sales of over $8 billion. • Provided expert, customer-focused technical analysis and support to StaplesAdvantage customers • Assisted with design and development of functional requirements for StaplesAdvantage.com, utilizing both Waterfall and Agile project methodologies. • Coordinated and performed User Acceptance Testing (UAT) of StaplesAdvantage.com launch and regular maintenance releas-es, ensuring functionality aligned with business goals and improved end-user experience. • Designed, developed and delivered knowledge-based documentation for first-level technical support teams. • Communicated directly with customers to gather requirements and identify and prioritize enhancement requests. • Collaborated with application development team to drive successful delivery of enhancements.• Fostered successful cross-functional partnerships with Field E-Commerce, Customer Support and Sales teams.• Provided career mentoring and development resulting in performance improvement and promotion of associates.

Managed a team of 8-12 customer relationship analysts in support of Thomson Reuters' online financial content and webcasting platforms.• Responsible for hiring, training and developing entry level analysts and providing feeder network for the company • Analysts delivered event information to StreetEvents subscribers, provided service to streaming media clients, built relationships with investor relations professionals and were responsible for up-selling product add-ons • Established associate development program for entry level associates that allowed them to move on and become successful contributing members of other functional teams throughout the organization • Designed, developed and delivered training programs in product usage, communication skills, client relationship development and sales• Developed and delivered client training programs for multiple Thomson Reuters products and services• Major contributor in the design, validation and implementation of latest release of StreetEvents, a Thomson Reuters proprietary online application that is hosted on the Thomson ONE network • Provided product expertise and knowledge of event type and client usability that resulted in final product design • Developed test plans and performed quality assurance testing leading to successful product releases, resulting in significant increases in customer usage and revenue• Participated in quantitative and qualitative analysis to identify specific companies included in StreetEvents• Developed and managed implementation plans for multiple sales campaigns and productivity enhancing projects• Supervised client migration from MyCCBN.com to the ThomsonONE IR platform resulting in increased revenue