Lead the Operations and corporate IT teams. Responsible for day to day operations of Convio’s web presence (software as a service). Lead an Operations team whose platforms support more than $1.4B in donations, more than four billion outbound emails and millions of advocacy responses per yearImplemented server and infrastructure upgrades to the datacenter environment which improved customer response times and significantly reduced downtime in support of ~50% year over year growth in customer base. Maintain an excellent history of exceeding our SLA with clients.Completed integration of networks and infrastructure during several mergers. Support five offices in the U.S. and two in the UK. Supported growth of staff from 85 to 450.

Led the Professional Services, Network Engineering and Sales Engineering teams. Responsible for all pre-sales technical activity, customer installations and post-sale customizations. * Implemented new product demonstration materials and techniques that highlighted the core values of the product line * Implemented processes for moving customer-specific product customizations into core product stream * Revamped the engagement and delivery processes for Professional Services and increased customer satisfaction

Lead the Development, Quality, Operations and IT teams. Responsible for the rapid development of the product line. Instrumental in the development and ongoing refinement of the TriActive product roadmap. Led the expansion of the product line from four products to nine. Developed the business relationships with key technical partners. Set the technical direction of the company. Led the development and refinement of business processes for the Development, Quality and Operations teams. * Successfully launched the product line from scratch in eight months * Instrumental in setting achievable milestones for product development and then focusing the team on hitting those milestones* Created an operational infrastructure capable of scaling with the company's growth and providing excellent response time to customers* Created a sound IT infrastructure both in terms of technical architecture and business applications

Led an international customer support organization including call centers in Ireland, Toronto, Tokyo and Austin. Responsibilities also included the product maintenance organization. Product maintenance produced bug fixes and patches for all product lines.* Developed Technical Account Manager program for key customers* Led the revamp of the support website to dramatically reduce the number of calls generated by developers

Led the teams responsible for worldwide IT services, purchasing and facilities management. Technical environment includes LAN/WAN, telephony services, web services and production servers. Applications included financials, order management, CRM, incident management, human resources, and electronic commerce. * Managed the implementation of Solomon financials to replace Great Plains* Successfully merged two acquired companies into the Pervasive IT infrastructure* Managed the design, development and implementation of Pervasive's e-commerce capabilities* Created the IT Helpdesk function and designed processes to support its operation* Developed Pervasive's first purchasing policies and processes and staffed an organization to support them* Created the facilities planning and management team. Directed successful move of company headquarters