Transform technical operations, integrating Zendesk.com into the larger,parent engineering organization. Play key role as a member of the seniorleadership team of the parent organization, including conducting strategicplanning and maintaining consistent communication on Zendesk progress.Standardize technologies and utilize shared infrastructure and bestpractices. Lead engineering teams, in collaboration with Product Management,to deliver a shared vision and roadmap for Zendesk.com and Trial andOnboarding experiences. Partner with senior technical contributors todevelop and execute the technical roadmaps for teams.• Spearheaded upgrade of customer analytics integration platform withPendo/Segment; saving the company $500K, annually, while improving thecustomer experience.• Released Onboarding panel and increased new customer adoption ofadditional products/services by 10%.• Hired top tier talent and developed/mentored leaders and engineers withinZendesk.• Ensure Trouble Free Availability (TFA) goals and commitments for servicesowned, delivered, and operated are met.

Optimized user experiences by running comprehensive tests on high-qualitytechnology, ensuring all design requirements and features for the Stockpilewebsite and mobile applications were fully realized. Strengthened outcomesby overseeing a cross-functional team, leading end-to-end projectmanagement, establishing timelines, and verifying proper development andtesting for all application components. Expanded high-performing workforcethrough strategic recruiting, hiring, onboarding, and training of high-caliber engineers, leading to team growth of 60% with a new SRE and SecurityEngineer. Provided visionary and influential leadership for full-scaleoperation related to iOS, Android, web, microservices, and back-end systems.• Established efficient systems using Agile methodology, resulting increating a productive operating model.• Broke ground on a new project series that achieved a decline in iOScrashes by 89.5%, reduction in Android crashes by 81.3%, batch processingtime decrease by more than 92%, and a success rate of cost-basis jobs to99%.• Introduced an online onboarding application system resulting in completionof an application in under one minute.• Launched online onboarding application unit testing with 95% codecoverage, fully functional automated end-to-end test coverage, andconsistent monitoring. Recognized as the company's first fully automatedCI/CD pipeline app.• Mitigated waste and achieved less overspend by leading competitive auditcontract negotiations.• Achieved a decrease in turnover, lowering it to less than 10%.• Raised automated test coverage by 36%, resulting in a higher volume ofreleases.• Increased team productivity by 30%, measured by Story Points.

Directed multi-location scrum teams to distribute high quality technologyresults for business requirements. Constructed features for consumer andbusiness client web and mobile applications. Organized design, development,and testing efforts for allocated application components to achieve on-timeproject and feature completion. Orchestrated all operations of iOS, Android,web and microservices for a consumer base of 30M+. Identified mobile and webspace technology trends to enhance development and administration of bankingfunctions. Steered a continuous release agenda delivering capabilitiesacross smartphones, web, and branches. Improved defect density, churn, andvelocity across nine Scrum teams.• Headed reorganization of the Servicing department, mobile and webdevelopment.• Delivered full book of work with 15% less staff due to budget cuts.• Lowered attrition by 25% and improved employee satisfaction scores.• Led the team which designed and developed the Chase Digital Assistant Mobile App.

Led strategy creation and implementation of the Digital portfolio.Orchestrated tactical implementation of a global R&D plan and managedfinancial, material, and human resources to boost overall Digital direction.Administered a $15.5M annual budget. Consolidated offices into three majorstrategic locations.• Delivered quality implementations on behalf of customers, with accountsvalued at $10M+, annually.• Developed Business Edition Premise with a lean team, executing a turn-keyinbound and digital solution on a VM image, shrinking time to value from twomonths to two weeks, and gaining $10M annual revenue, and $35M for programlifetime.• Positioned company as market leader and transitioned digital channels tothe cloud.• Developed and led a 150-person team across five countries, with less than3% turnover. Introduced continuous delivery agile software techniqueprocess.• Improved automation efficiency and implemented strategy to automate 3kmanual test cases, recovering 60 workweeks and 16k test cases yearly.• Upgraded product line quality, reducing incoming customer defects by 22% for 2 consecutive years.

First employed as Manager, was promoted multiple times until assuming roleof Vice President in 2005. Headed development strategy to design and executeweb presence. Detailed front-end plan, focused on customizable and dynamicapplications to enhance the end-user experience. Led teams in applicationsdevelopment, embracing trading interfaces and global navigation tools.Administered $8.6M annual budget. Advanced optimal staging and productionenvironments by enforcing coding and version controls. Operated internalproprietary Project Initiation and Evaluation and Web Request Systems.Implemented SEO strategy, web tracking, and market optimization procedures,in alignment with external vendors.• Created public strategy and partnered on a marketing approach forbranding, including new public, mobile, and B2B sites and an educationcenter. Controlled/negotiated scope, task scheduling, and project timelines,and technical design for architecture and infrastructure. Slashed downloadtime. while enhancing functionality.• Achieved recognition for E*TRADE as the "Fastest and Most ReliableWebsite" in keynote broker trading index.• Originated first stand-alone web 2.0 application, TaskBar. LeveragedJSONP, CSS, XHTML, CSS Sprites to create functionality across multipleplatforms.• Created development team cohesiveness, with less than 5% turnover.Restructured operations and automated workflows with in-house system andSimplified Web Development team with clarified developer and producer tasks.• Applied digital signatures which facilitated real-time account openingsand saved $5M annually.• Synchronized five teams with 200+ technology resources, for a $34M projectthat aligned Bank, Brokerage, and Mortgage business lines into one holisticuser experience.• Revamped account application and constructed a scalable product that wasused for 12 years.• Expanded ratio of online trade confirmations and statements distributedfrom 50% to 75% and saved $3M, annually.

Upheld world-class development of a call center development enlarging staff base from 40 to 350+. Advanced support systems for Schwab One and Schwab One Access products. Developed batch jobs utilizing BD2 and Cobol competent that processed Schwab Signature account debit orders.• Industrialized functionality for best-selling client account, Cash Management Account.• Worked on the plan to rollout Knowledge Base system to all Schwab front line representatives.• Developed and executed test plans.