At Suggy Swap, our mission is simple: to make friendship bracelet swapping easy and accessible for everyone, across all different fandoms. Our platform, suggyswap.com, is dedicated to bringing together individuals from around the country to share, trade, and celebrate the unique stories that friendship bracelets represent.

Arizona Tech Investors (ATI) was founded in 2007 by Arizona-based investors committed to supporting the capital needs of early-stage, high growth technology-driven companies within Arizona and neighboring states.

Developed and executed a program to collect Engineering and Product KPIs across more than 35 feature teams, resulting in visibility into performance for departmental leaders as well as other stakeholder groups.Responsible for agendas for all staff, management, and leadership meetings across a team of approximately 200.Decision maker for key strategic partnerships with our OKR program and engineering productivity measurement.

Managed the initial engineering efforts for our customer portal in .NET/C#.Built initial requirements for our first truly healthcare differentiating feature, the Compliance Dashboard, and launched engineering efforts to bring its first version to market.Ongoing accountability for iterative improvement and defect management of the Compliance Dashboard.Managed the engineering team responsible for initial productization of our Azure platform offering and back office systems team.Participated in recruiting efforts to add engineers both on my teams and for other engineering leaders.

Responsible for new managed service customer onboarding and install, which required a total ground up rebuild of existing procedures to aid in visibility and time to revenue recognition.Oversaw a ticketing system migration from a legacy system to RemedyForce, including building requirements for and selecting a 3rd party integrator to aid in customization.Overall responsibility for all operations personnel decisions.Held in-person meetings with high value customers to discuss strategic goals and tactical concerns.

Led the Net Promoter Score program for Hosting.com operations, and achieved a 30 point improvement in our support based score in one year.Reduced customer survey feedback follow up time from months to days over the course of 12 months, which profoundly impacted our ability to convert customers from detractors to promoters.Reprioritized the support organization around real time customer communication, preferring email correspondence as a secondary option to a phone call.Accountable to create and monitor all KPIs for a team of approximately 65 system administrators spread across three states – Delaware, Kentucky, and Texas.Decision maker post Neospire.net acquisition regarding employee reduction in force, and all subsequent recruiting / terminations in Dallas market.Integrated Dallas systems and personnel while simultaneously restructuring the Support department as a whole to account for a move into a more complex, higher touch customer base.Budget responsibility of approximately $4M covering all wages, recruiting, and bonuses.

Relocated from Newark, DE to serve as local leader for all integration based activities following the acquisition of Hosting.com by HostMySite.com.Directly responsible for Louisville based support staff and Global Network Operations Center for one year prior to operations integration.Accountable for successful integration of Hosting.com support and operations teams into acquiring company, with a focus on training, knowledge / talent transfer between teams and locations, and remote team management.Directed our two high-dollar customer support teams post integration.Recruited all new and replacement operations staff in Louisville.

Strategic contributor to company direction, attended all VP-Level company meetings, then worked with the individual operations groups to translate strategic objectives to tactical goals.Implemented our company’s first formal controlled documentation approval process for the organization, and was a key contributor in the design of our ITIL best practice change management process.Certified as a ScrumMaster in the Agile project management methodology, and then served as an Agile coach for all project teams in the company, helping their ScrumMasters increase velocity and achieve results.Interviewed and made final hiring determination for all support staff candidates.

Developed new training modules and maintained or replaced existing ones as needed to ensure all collateral was up to date.Managed two training specialists that conducted all new hire, new product, and supplementary technical training.Interviewed support staff candidates with other operations leadership and contributed to hiring decisions.

Taught all new hire training classes during a period of rapid growth requiring back to back classes for a full year – course was three weeks long with as many as 10 new hires per class.Applied principles of adult learning to ensure maximum training effectiveness.Created training material as needed, designed a comprehensive new hire evaluation final exam, and made final determination on new hire progression to the support team at large.

Administered shared and dedicated systems running both Windows and Linux.Troubleshot and supported PHP, IIS, Apache, MSSQL, MySQL, email (client and server), various ecommerce platforms, ColdFusion, ASP, and ASP.NET.