Chris Card Email and Phone Number

Currently oversee the Technical Support Engineering and Technical Services Engineering teams at Hyperscience.Responsible for growing the Technical Support Engineering team globally to provide better service for Hyperscience’s international customer and partner portfolio.Responsible for building the Technical Services Engineering team from the ground up to provide tailored engineering services to customers and partners utilizing the Hyperscience platform .Improved Level 1 Technical Support Engineering solve rates from 53% to 78% and increased team efficiency to allow for the absorption of a 113% support request increase YoY without impacting established SLAs.Designed and implemented the technical services delivery methodology to create a consistent experience across go-to-market and engineering departments including Sales, Implementation, Customer Success, and Product and Engineering.Designed and delivered the customer and partner enablement curriculum for the Hyperscience Flows SDK; intended to allow better usage scaling and reduced time-to-value by leveraging customer and partner engineering resources.Designed and implemented the Hyperscience Flows Marketplace internal POC as the crawl phase to what will eventually be an external facing public Marketplace offering.Perform both Technical Support and Technical Services individual contributor activities to establish expertise in my areas of responsibility.

Identify and architect product solutions for common/repeated Service requests.Identify, architect, and engineer robust frameworks and tooling to reduce Service engineering investment overhead.Work cross-departmentally to bridge cultural and operational gaps between Product Engineering and Service Engineering organizations.Manage and grow direct reports in accordance with professional goals and the needs of the organization.Act as lead expert on Service Integrations for CyberGrants, both internally and externally facing.

Act as lead expert on Service Integrations for CyberGrants.Research, architect, develop, and standardize new/improved engineering patterns within the CyberGrants ecosystem to increase development throughput.Address technical debt within the Services department to keep current with software delivery best practices.Engineer internal tools to reduce service development overhead.Architect and Engineer “net new” service offerings in order to establish pattern precedence.Document service patterns in order to establish consistency within the Technical Service department.Train and advise Technical Service engineering staff on solution engineering.Act as Technical Service representative on client technical calls in order to establish feasibility of non-standard client service requests.Primary Time/Cost Estimator in the Services department.

Develop and implement cross-functional strategic processes to maximize throughput, efficiency, and accuracy of custom software development projects and operational support activities.Schedule, manage and perform tactical development work in order to meet client deadlines and internal revenue targets.Oversee Client Operational Support activities to ensure internal and external SLAs are met and that critical issues are resolved quickly and accurately.Vet, interview, hire, and train staff to grow team capacity and expertise.Consult on technology purchasing decisions to ensure solutions meet the needs of the department.Perform strategic development work to increase department throughput via tooling, standardized processes, and new software offerings.Drive development and quality standards.Interface with internal stakeholders to ensure constituent needs are met and client satisfaction remains high.Consult on new software development projects across the Product and Services teams to ensure a high degree of symbiosis between the groups.Interact with clients and third party vendors to assess project feasibility within the CyberGrants framework and drive successful integrations and development projects.Review, validate, and provide cost/time estimates on development projects based on client business requirements.

- Ensure that all direct reports adhere to and support Company/Departmental goals and Business Objectives through their work- Manage work distribution and the quality/timely delivery of a dynamic queue of development and data engineering projects ranging in size from single deliverables to enterprise level complex projects: - Drive on-time, on-budget completion, focusing on high client satisfaction - Maintain high awareness of and track key high-risk projects in "warning" and "critical" stages - Determine root cause for key high-risk projects, develop and facilitate response strategies and action plans - Facilitate ownership on escalated issues coming from other departments/teams, develop and facilitate response strategies and action plans- Manage business performance through metrics- Manage the assignment of new work to appropriate team members- Participate in strategic and tactical planning and execution of the Client Services organization

Responsible for writing client side (HTML/CSS/Javascript/jQuery) and server side (PLSQL) code to create/deliver custom processes to support the charitable giving campaigns of Cybergrants' Fortune 500 client base.Tasked with re-factoring and updating implemented processes to ensure stability, resolve issues, and enhance functionality.

As part of the Library and Technology Services Enterprise Solutions Group, support initiatives by designing and developing software/web applications, design and execute visual and media projects.. Provide support to departments who use the software applications. Identify and fix software bugs; maintain the integrity of highly visible and sensitive data; write programs, templates, protlets or reports; perform global edits; train users to write specifications for reports, extracts, views, fact tables, templates, etc. Work with Enterprise Solutions team to analyze requests for projects identifying their scope, complexity and feasibility. Oversee some phases of approved projects; develop specifications, codes, tests, documents and implement projects. Develop documentation and provide instruction and workshops in areas of expertise.

Managed technology purchasing and software licensing for the Library and Technology Services Department and Wellesley College as a whole. Reinforced in-house development by partnering with the Enterprise Solutions group in Library and Technology Services to integrate and expand the functionality of enterprise applications.

Developed and directed dry land routines. Oversaw stroke specialties. Managed food logistics for home and away meets. Recruited academically outstanding student-athletes. Completed team administrative tasks such as expense reports, visit scheduling, equipment ordering, and funds management. Conduct public relations for the team to disseminate positive information and build Wellesley Swimming awareness and positive public opinion.

Design and develop mobile and web applications.

Founded Wellesley Masters Swimming. Grew the program by 150% in its second year before handing it off to a new head coach.Ran all practices and handled all administrative duties for the team.

Negotiated internship terms with Clear Crown Studios for off-site, independent computer animation work on the game Wild Life!. Consulted with Clear Crown Studios to develop the game's marquee character. Completed assigned projects within the negotiated deadline with no supervision. Budgeted and tracked hours to ensure the on time completion of projects. Communicated with Clear Crown Studios to ensure project satisfaction. Solicited feedback for project iteration and ultimate approval of work.