• Deliver an outstanding customer experience by continually optimizing our support ecosystem• Grow and maintain a best-in-class team by owning hiring, training, and professional development• Collaborate with interdependent teams to align on goals, processes, and client-impacting product updates to ensure consistency in the client experience• Integrate customer feedback and interactions through support requests into our product roadmap• Serve as a technical subject matter expert on our products and the technologies they rely on• Evaluate and optimize application support tools and tech stack to drive efficiencies in support operations as we scale• Develop and execute on KPIs related to response time, resolution time, customer satisfaction, support goals, and overall team outcomes• Administer key technologies used across the company• Function as a leader and POC for company-wide technical initiatives

• Assist S-Docs live clients as well as prospects by answering product questions and providing strategic consulting for implementing use cases in Salesforce• Identify and execute upon opportunities for internal or client-related process innovation• Communicate about complex technical issues with both technical and non-technical audiences• Lead daily ticket review meetings and various weekly team meetings, while providing one-on-one mentorship for employees across multiple departments• Improve the team’s overall knowledge and ability to respond to client requests by identifying and facilitating training opportunities• Function as a leader for influential cross-departmental initiatives with Development and Customer Success• Develop and improve upon tools that simplify or automate tasks for the team

• Ensure ongoing success of Evergage clientele by providing strategic consulting to aid in marketing, personalization, and optimization initiatives• Facilitate adoption of the platform across accounts through structured training, validating value and power of the technology, and solving marketing needs by leveraging the many features of the platform• Communicate about complex technical issues with both technical and non-technical audiences• Identify and share opportunities for internal or client-related process innovation with senior managementJan-Sep 2018 (Client migration period)• Continued to manage the successful upkeep of clients on the MyBuys platform during the transition to Evergage• Helped migrate 100+ clients onto the Evergage platform, with clients using a mix of various email and web services• Contributed to the Salesforce data migration, client transition progress tracking, data parity tracking, handling custom client configurations, post-transition shutdown and QA• Played a role in helping shape the bulk email product, and oversaw or contributed to multiple processes necessary for running a successful email product

• Led daily scrum meetings, various weekly team meetings, and provided one-on-one mentorship for team members across multiple departments• Improved the team’s overall knowledge and ability to respond to client requests by identifying and facilitating training opportunities• Functioned as a leader for influential cross-departmental initiatives; communicated complex technical issues and opportunities for innovation to senior management• Coached team members through obstacles in order to maximize their performance and facilitated career development opportunities• Developed or improved upon tools that simplify or automate tasks for the team

• Trained most new members of the Support Team• Conducted technical interviews for a variety of positions within the company• Managed the team during the manager's absence• Followed scrum methodology to develop internal tools used by multiple different departments• Participated heavily with product releases to ensure clients were unaffected and all systems functioned properly afterward• Managed portfolio of dozens of the top revenue MyBuys clients

• Performed data investigations to identify client issues • Wrote Perl scripts to automate tasks performed for multiple clients• Developed tools to identify client issues and monitor performance• Modified client’s XML and VM configuration files• Implemented and modified client ETLs to process their data• Conducted over 50 technical interviews for engineering candidates

• Documented enormous amounts of C code with flow chart diagrams to expedite future modifications and additions to the code• Implemented new features for some of the lasers after having a strong understanding of the structure of the code base

• Designed and programmed the front and back end for dialog boxes to be used in the new release of Arbortext Editor, a dynamic content publishing tool• Learned an internal programming language for coding company applications

• Worked with high profile clients from all over the United States• Helped build web-based training courses for large car manufacturers• Used my consulting, programming, and design skills on team projects