Glade Luco Email & Phone Number

Los Angeles, Ca, Us

Product Owner - Responsible for the full product development lifecycle from gathering customer requirements, converting them to product specs, and managing the engineering delivery.Oversee Product, Engineering, Quality, DevOps, IT and Infrastructure. https://www.gigwell.comGigwell streamlines the booking process between entertainment venues and live entertainers like Bands, Speakers, Comedians, and DJ’s. Our platform makes it easy to send contracts, build tour itineraries, and collect payments online.

Insights on the future of the live entertainment industry - written and curated by industry insiders.

San Francisco, California, Us

Studio CTO for two games, one in California and one in New York. Designed and implemented major game systems and infrastructure.Ensured games were up and fully available. Implemented and analyzed statistics for improving retention, conversions, and overall revenues. Focused on reusable systems and practices that all games could leverage, several promoted to company-wide services including Guilds.

Anywhere, Us

Focused on the architecture and critical features of a the diagnostics platform employed by Home Depot and support.com for computer repair. Responsible for major UI/UX and workflow decisions. Key stake holder in our UI/UX Architecture.

Owned the user interface and diagnostic engine components of our installation and troubleshooting products "SmartAccess" and "Subscriber Agent." These applications are installed on tens of millions of computers. If you used an ISP installation disk between 2000 and 2010, it was most likely built on SupportSoft technologies.Responsible for the architecture and development of a new product, System TuneUp, used to improve the performance of a Windows based computer now deployed in several countries and available to hundreds of millions of users.Design and implement against the functional requirements of the support.com business using scrum methodologies.

Owned diagnostics engine, application user interface, and other main client facing components. I continued to participate in pre-sales and was essential on closing several large, strategic accounts. In this role I was awarded the Engineer of the year.My daily tasks included javascript, asp, sql, .net/c#, and sometimes python.

With the demise of @Home Network (and Excite@Home), SupportSoft (then Support.com) picked me up to lead successful deployments of the SupportSoft technology to other Broadband Service Providers around the world. I visited half a dozen countries, executed pilots, proofs of concept, and full scale deployments which are still active today include Telia, UPC, Charter Communications, Time Warner Cable, SBC, and BellSouth to name a few. To accomplish the goals of our biggest customers and close multi-million dollar deals, using the knowledge gained from years with @Home I redesigned our product (the troubleshooting and diagnostics engine) in the field and then later rolled those changes back into the core out-of-box product.My daily tasks included javascript, asp, sql, .net/c#, and sometimes python.In this role I developed and deployed software and systems used by over a million users in several countries.

Furthering my contributions to the @Home call center and user base in general, I moved into the knowledge base team to write, test and manage technical support content for the Excite@Home self help portal and internal knowledge base. We created a custom video studio to record how-to and troubleshooting videos published to the help site. I deployed and managed SupportSoft technologies in three countries available to hundreds of thousands of users in multiple languages. We designed diagnostic flows for troubleshooting many major problems with the @Home service, and then automated them.

Initially a technical support representative, later a lead, I was responsible for troubleshooting customer problems related to the @Home Network Cable Internet and affiliated ISPs including Cox, Comcast, and Charter. After mastering the processes for troubleshooting connectivity problems, I became the go-to guy for advice and escalations on tough and systematic problems. As a leading member of the organization I was responsible for a significant portion of our knowledge base, the essential system for all tiers of support.In this role I was responsible for assisting thousands of customers, and dozens of technicians.

Reporting directly to the CEO and responsible for all information systems, I managed a legacy serial network connected to an HP/UX mainframe which utilized a highly customized CIMPRO (Business Basic) application suite. Ran sales reports, wrote new sales reports, debugged, and extended applications and provided technical support for local and remote employees.Built a Windows network with an Access/VB database parallel to the mainframe. Implemented bi-directional data exchange between systems allowing us to shift our primary reporting system from the mainframe onto the new desktop endpoints. Built and deployed a dozen desktop computers with a custom sales application which reduced the time to run the standard day to day reports from hours to minutes... I was able to leave on time after that. ;)In this role I helped individuals one to one, and began building systems for users to help themselves.