• .NET / Oracle SQL / C Sharp / Visual Basic 6 Developer and Program Manager.

I'm a Lead Developer at Intellect Solutions, under contact with the IRS. • .NET / Oracle SQL / C Sharp / Visual Basic 6 Developer and Program Manager for the project.• Team Lead Developer for large multi-department project

I'm a Lead Developer at Vectrus, under contact with the IRS to work on Tax Reform. • .NET / Oracle SQL / C Sharp / Visual Basic 6 Developer and Program Manager for the project.• Tax Reform Team - Lead 24-member team, including Developers, Testers, and Business Analysts.• Team Lead Developer for large multi-department project

Drove McAfee’s global online support strategy, focused on building and disseminating knowledge, designing and implementing Support Portals for online customer experience enhancements, and continual improvement of self-help success. Played an instrumental role in managing and contributing to multi-disciplinary, cross-functional projects to support and enable continued customer success across McAfee’s global customer base. Led a transformation within support to a knowledge management centric culture, moving from tech notes writing on sticky notes, to robust global knowledge sharing within the new system. Created a centralized team of technical writers and editors that worked closely with all global support technicians to develop and maintain knowledge which was used by customers and agents worldwide. This knowledge repository included over 1 million pieces of content, where top articles were localized in up to 18 worldwide languages. Completed total redesign of multiple Support Portals, and launched global customer and employee online communities, leveraging industry-leading technologies: 2009 - Customer Communities, 2014 - Corporate Service Portal, 2015 - Consumer Support Portal Drove multiple RFP projects to identify the right knowledge management and portal platforms and solutions  Drove Agile methodology with site design, development, and maintenance, actively participating as Product Owner and Business Owner. The portals and online community have been recognized with multiple industry awardsResults – Significantly increased customer self-help success during my tenure at McAfee, most recently pushing success to world-class levels- Consumer support Decreased online contact rate from 22% in Jan ’16 to 11.7% in May ‘17 Contact rate after reading a knowledge based article in May ‘17 – 3.9%- Corporate support 4.1% contact rate in 2017, a 20% decrease over 2016 0.9% contact rate after reading a knowledge base article in 2017

 Created and implemented a global automated web strategy that delivered consistently branded self-help solutions in the top 11 languages worldwide. As a result, over 115 million knowledgebase documents were read online by customers during 2002, saving Symantec over $20M in operating expenses. Led Symantec’s customer support web development team to 4 consecutive “10 Best Support Web Sites” awards, and “Best Use of Knowledge” award from ASP, IQPC award for Knowledge Management, and Web Star Certification from SSPA.  Enhanced global product launch readiness between services and other internal departments by creating Product Communication Team. Designed and implemented global training for internal service teams, as well as added enhanced support functions within products, including tutorials, dynamic knowledgebase document retrieval, and Active X controls that direct the customer seamlessly from within product into the interactive website.  Drove the design and implementation for a customer feedback measurement tool using customersat.com for both the phone queues and messaging online. We used this information to both communicate current customer satisfaction, and to enhance the services we provided, increasing satisfaction by 10%.  Drove the design and implementation of an internal metrics reporting site that tracked worldwide Consumer call and online statistics. Internal service staff had instant access to this data, and weekly summary reports were sent to key organization leaders. This improved the manager’s ability to hold their teams accountable to performance objectives. Instrumental in driving the globalization of consumer technical support and customer service operations, with primary call center operations outside North America in Europe, Japan, Australia, Asia, and Latin America.

 Orchestrated Online Services, Service Development, and Internet Tools phone support solutions. Expanded responsibilities for all consumer services as interim Director, 12/1999–05/2000. Successfully managed design and implementation of a new Consumer Support Policy; fee-based phone support, centered around free automated services. Resulted in decreased interactive phone support by 69% while increasing automated incidents by 129%. Efforts resulted in significant operating expense savings, 03/1998‒05/1998. Increased Symantec’s recognized Service revenue by over 300% while responsible for Service Development, 09/1998‒12/1999. Designed and implemented corporate and professional services for Symantec’s Enterprise customers. Led a corporate-focused steering team which defined outsource strategies for Symantec. Efforts included detailed evaluations of Technical Support, Human Resources, and Global Information Services.

I built and managed the Service and Support functions at this start-up company, reporting to the CEO. I also headed up IT and built the Partner Program during my tenure.

I managed Online Services, PCAnywhere Support, and PC Tools.