⬥ Solution Owner – Served as single point of contact with customer leadership and stakeholders. Participated in daily Scrum meetings. Collaborated with Product and Business owners on future projects to provide estimates and scope. ⬥ Team Lead – Functioned as interface between customer and development team. Led daily stand up meetings to solicit feedback from developers and provide guidance on priorities, blockers and upcoming tasks. Used Pair Programming model with team to resolve complex tasks.⬥ Solution Engineer – Developed jQuery front-end / .NET back-end solutions to meet customer requirements. Developed new functionality for existing Xamarin forms application targeting Android platform. Implemented admin website components and back-end reporting applications.

⬥ Developed key Support Battles for company WIG aligned to goals of improving customer experience and target customer satisfaction score over the year.⬥ Collaborated with Engineering teams to establish industry standard severity/priority matrix. Clarified definitions for both severity and priority to allow frontline agents to better classify issues.⬥ Identified core SLAs for Support and Engineering issues to enable proactive reporting and setting better expectations for customers.⬥ Established support request scoring model to better identify issues needing priority or escalation. This scoring model also identified a customer group where we could focus limited resources on addressing those issues and customers most needing attention.⬥ Built data models to delivery regular reporting on prioritized issues for Engineering. Through collaboration, we were able to deliver focused and prioritized work to our bug fix team ahead of each sprint. This resulted in approximate 85% success rate at resolving engineering issues within expected timeframes.⬥ Using proactive reporting and data models, identified customer issues needing escalation. This enabled the team to be proactive and work to push certain issues along before the customer reached out for escalation.

Accomplishments:>> Relocated to Boston to build a new team to support consolidated product operations across the organization.>> Worked cross-functionally to establish my team as a service bureau to provide consistent technical support. This concentration and broader view of operations allowed the team to identify customer-impacting issues quicker and enabled more efficient resolutions. This approach has diminished the financial impact of technical problems.>> Developed key strategies for StubHub’s single and multi-channel professional tools leading to the 2016 acquisition of Ticket Utils.>> Consolidated Ticket Utils’ Support operation into the team. Identified key improvement opportunities and developed tiered support model that provides traditional L1 and L2 support and established solutions for “White Glove” and developer support.>> Facilitated ongoing expansion of Merchant Services Platform and provided operational support for integrations that account for 50% of supply and nearly 60% of GMS across the marketplace. StubHub leads the secondary ticket market as the first marketplace to support API integrations for inventory and transaction management. StubHub is the only ticket marketplace that supports real-time transactional integrations.>> Currently lead a team of 14 located in Boston, Kansas City, Saddle Brook New Jersey, San Francisco and India who provide support to over 3000 suppliers, partners, ISVs and developers in the US, UK, Germany and France.

Accomplishments:>> Transitioned from engineering to service. Assumed leadership role for existing team of 5 Technical Support Engineers.>> Established policies and procedures to streamline support processes. Implemented eBay/StubHub standard tools to drive efficiencies and ensure consistent follow up with engineering to resolve customer issues.>> Identified in excess of $2M unrecognized revenue that was mistakenly not billed. Led project to establish proper billing systems and coordinated collection of outstanding receivables.>> Coordinated with external tool providers to utilize StubHub APIs to drive greater efficiencies in supply channels.>> Delivered business requirements for Merchant Services Platform to standardize integrations with suppliers and partners. First partner implementation in this system delivered full real-time transactional integration of 10% of GMS in US. ROI was realized in under 6 months.>> Expanded support team to service growing portfolio of developers implementing various StubHub APIs and services. Through a combination of training and staff additions grew team capabilities to manage API Support and Integration Operations.

Technologies:.NET(C#), Winforms, SQL Server 2008, Service Broker, IIS, Java / Spring MVC, GrailsAccomplishments:>> Led team of 8 developers in the design and development of regular monthly releases of market-leading Point of Sale system for ticket brokers. Monthly releases consisted of bug fixes, new features and enhancements to desktop, service, web and API components.>> Designed and implemented integration between the Point of Sale (POS) and StubHub allowing brokers to instantly share their inventory directly to StubHub. Integration also allows orders to flow from StubHub back into the seller’s system automatically creating invoices and related documents.>> Served as SME for Integrations between POS and StubHub. Work closely with Product Managers and business owners to define requirements and determine the best solutions to implement.>> Participated in both UI and API development of new inventory management system utilizing Spring MVC and Grails. This system has been deployed for production use by our UK customers and was built to support I18N and L10N.>> Guided customers through the implementation of API technologies available from StubHub. Provided support and technical guidance to ensure smooth integration between customer systems and StubHub.>> As a discovery project, built a partner integration system into our legacy point of sale platform. Delivered POC with limited inventory from the largest theatre primary in UK.>> Leveraged this POC to power integration with The Shubert Organization for The Book of Mormon direct inventory integration which enabled $3.6M GMS lift in first year.Book of Mormon program ended after 18 months and was considered very successful. Integration with London Theatre Direct has grown and continues to deliver close to 10% of our GMS in UK.

Multi-State Disaster Excercise Management SystemTechnologies:.NET MVC 4, SQL ServerAccomplishments:>> Built custom application to track participant questionnaires and response for online agricultural emergency management planning exercises.>> Assisted the training team in the use and implementation of the system which is currently being used to manage information in state-wide training exercises in Nebraska.>> System was built to allow multiple use and will be used in other upcoming state exercises.

Stanford University Residential & Dining Enterprises - Student FixIt ApplicationTechnologies:.NET MVC 4, SQL Server, Tririga, Stanford SSOAccomplishments:>> Rebuilt Student FixIt Request application used by Residential & Dining Enterprises to capture student housing work requests. >> Improved existing technology and made new site consistent with overall Stanford look and feel guidelines.>> Implemented new application architecture based upon the preview release of .NET MVC 4. >> Integrated this system with R&DE’s Tririga system to manage the requests after being created.

Technologies:SQL Server 2000, DTS, PowerPoint, Excel, VBAAccomplishments:>>Provided SQL development support to a team of 4 marketing analysts.>>Developed SQL scripts and stored procedures to gather data from multiple servers for market analysis.>>Assembled marketing lists for in-house and 3rd-party direct mail and telemarketing vendors.>>Developed a PowerPoint addin to automate the creation of customer profile decks using data gathered by marketing analysts in Excel. The original process to create one deck would take about an hour. With the automation, the process now takes about 10 minutes.>>Maintained existing DTS packages used to create monthly and quarterly reports.

Technologies:SQL Server 2005, SSIS, CVS, Shell Scripting, SiebelAccomplishments:>> Met with business owners to define business rules related to the warehousing of application data.>> Developed ETL packages using SSIS to implement functional project requirements.>> Developed SQL stored procedures to implement technical project requirements.>> Assisted in the migration of project elements through DEV, TEST & PROD environments.>> Created build scripts to retrieve release files from CVS, build them and package them for deployment.

AmorePetals.comTechnologies:ASP.NET, VB.NET, SQL Server, LaGarde StoreFront, ASPDotNetStorefront, Web Services, CSS, HTMLAccomplishments:>> Cloned existing ecommerce site to new application platform.>> Developed custom database migration scripts to import products, categories and customer data from old system.>> Implemented existing site design in new skin system.Customized aspects of the system to meet additional customer requirements.

CleanMP-West.orgTechnologies:VB.NET, SQL Server, ASP.NET, SiteFinity CMSAccomplishments:>> Worked with client to identify business requirements for environmental program application.>> Developed custom database to capture application data.>> Implemented SiteFinity CMS to allow client to manage website content independently.>> Built custom modules for SiteFinity CMS (ASP.NET 2.0/VB) to manage custom form data collection, administrative process management and service provider bidding.

MyProduceGuy.comTechnologies:ASP.NET, VB.NET, SQL Server, LaGarde StoreFront, ASPDotNetStorefront, Web Services, CSS, HTMLAccomplishments:>> Converted existing ecommerce site to new application platform.>> Developed custom database migration scripts to import products, categories and customer data from old system.>> Implemented existing site design in new skin system.>> Customized aspects of the system to meet additional customer requirements.

Technologies:SQL Server 2005, SSIS, SSRS, Oracle, DB2, NetezzaAccomplishments:>> Developed dynamic SQL framework to support reporting requirements. >> Built reports using SQL Server Reporting Services.>> Implemented ETL processing with SQL Server Integration Services. >> Developed custom ad-hoc reports as required by business needs. >> Built data-model driven reports and canned reports for SQL Server Reporting Services. Clients subscribed to reports for automated inbox delivery.

DogBedMall.comTechnologies:PHP, Magento Commerce, mySQL Server, CSS, HTMLAccomplishments:>> Deployed new ecommerce site to hosting platform.>> Developed website customizations.>> Developed custom database scripts to import product data.

Technologies:ASP.NET 2.0, C#, SQL Server 2005, SSIS, Stored Procedures, EasyObjects Data FrameworkAccomplishments:>> Met with clients to identify requirements for new business application>> Developed use cases and functional requirements documentation.>> Developed technical requirements documentation.>> Built web application to track corporate move job requests.>> Built extranet application to allow customers to rate service.>> Developed a suite of basic reports and data extracts for more detailed reporting.

Technologies:SQL Server 2005, SSIS, Stored Procedures, Oracle, DB2, NetezzaAccomplishments:>> Developed dynamic SQL framework to support reporting requirements.>> Built reports using SQL Server Reporting Services.>> Implemented ETL processing with SQL Server Integration Services.>> Developed custom ad-hoc reports as required by business needs.

Technologies:ASP.NET, SQL Server 2005, ActiveReports, XML, Web ServicesAccomplishments:>> Developed new internal support application with .NET technologies.>> Utilized web services to provide 2-way data integration with external vendors.>> Provided custom integration with legacy internal systems.>> Developed custom reports using ActiveReports.

Technologies:ASP.NET, BizTalk ServerAccomplishments:>> Met with multiple departmental leaders to assess requirements to automate base leave requests process.>> Developed functional requirements in preparation to bid for project.>> Reviewed multiple workflow management frameworks to identify system candidates.>> Assisted with the compilation of bid response.

TechnologiesASP.NET, VB.NET, Web Services, MIIS, Enterprise Application Blocks, SiteMinder, AJAXAccomplishments:>> Designed / Developed SOX compliance auditing application to be used in conjunction with corporate identity management process.>> Utilized Microsoft Enterprise Application Blocks.>> Built custom management agents for Microsoft Identity Integration Server (MIIS).>> Was responsible for training end-users of the application.

Technologies:ASP, VB.NET, CONNX Tools, Crystal Reports 9.0, SQL Server 2000Accomplishments:>> Designed new reporting system for existing Learning Management System.>> Maintained legacy reporting system built with classic ASP.>> Analyzed existing reports and design new reports using Crystal Reports 9.0>> Implemented data synchronization system using VB.NET and CONNX tools to load datasets from remote systems to reporting system.>> Documented existing system functionality. Developed migration plans.>> Performed ad-hoc data analysis to provide custom reports using MSSQL 2000 and Crystal Reports 9.0.

Technologies:VB6, SQL Server 2000, ExcelAccomplishments:>> Developed T-SQL queries and stored procedures to provide data to in-house DSS.>> Built custom reports for proprietary reporting engine.>> Developed technical requirements for new reports and worked with business owners to ensure correct data collection.>> Documented report design and reviewed design functionality with development team and BA's.>> Provided ad-hoc data analysis as needed by the business to support on-the-fly decisions. One ad-hoc report provided at the end of tax season resulted in $1.4 million in additional sales revenue.

Animal Welfare Audit ProgramTechnologies:ASP.NET, VB.NET, Custom Controls, PDF Generator, Authorize.NET gateway integrationAccomplishments:>> Customized Best Practices portal application to implement custom functionality for this program.>> Generated PDF document sets on demand based on user-specific data.>> Implemented form scanning system to read data from audit forms.>> Built custom reports to show compliance with program requirements.

Technologies:VB6, COM+, ASP.NET, C#, SQL Server 2000, XMLAccomplishments:>> Developed enterprise software project using C#.NET.>> Implemented new line of business logic leveraging both Windows services and web services.>> Integrated data with existing systems using XML/XSL architecture.

Technologies:VB6, COM+, ASP.NET, Crystal Reports, Crystal Enterprise Server, SQL Server 2000Accomplishments:>> Developed COM objects to encapsulate different layers of business logic.>> Managed migration of completed projects from development to production environments.>> Created written technical specifications along with test plans.>> Designed and implemented new data models for existing applications.>> Developed custom reports for client data centers.>> Developed automated rebate check printing application which saved the company $70K in the first year.

Kansas City Southern Railroad Vegetation Management Verification ProgramTechnologies:Access, HTML, Image LibrariesAccomplishments:>> Developed application to inventory and track photos of grade level crossings in the KCS system.>> Allowed year over year photo comparison of the same crossing to evaluate success of vegetation control program.>> Created reports that could be utilized in legal proceedings to document appropriate vegetation control had been undertaken.

National Pork Producers Council / OFAER ProgramTechnologies:Access, Excel, 3rd Party Stats LibraryAccomplishments:>> Developed application to collect and summarize program data.>> Imported data from Excel tracking forms.>> Generated reports to identify farms achieving compliance with program objectives and also to identify farms requiring remediation.

Technologies:ASP, SQL Server 6.5/7.0, HTML, Access, Dreamweaver, FrontPage, VB6, Crystal ReportsAccomplishments:>> Managed multiple concurrent e-commerce software projects.>> Supervised a four-person development team.>> Analyzed client requirements to establish scope, tasks and timelines.>> Utilized Microsoft Project and Office tools to create and maintain project documentation.>> Provided written and verbal feedback to clients and team members regarding project status.>> Developed Visual Basic COM objects for 2 and 3 tier applications interfacing to Microsoft IIS and SQL Server.>> Built custom stored procedures and views for Microsoft SQL Server to support the project.

Technologies:SQL Server, Crystal Info, Cognos Tools, Excel, AccessAccomplishments:>> Developed and operated a priority mail tracking system to monitor and evaluate the company's expedited mailing products.>> Managed a seed group of 50 people who were sent mailings 3 times per week originating from 12 different locations across the country. >> Tracking the delivery times across multiple SCF's allowed us to deliver accurate feedback to the USPS so that they could address equipment and facility issues to improve service.>> Utilized Microsoft SQL Server 6.5 and Crystal Info OLAP tools to analyze mailing system effectiveness and prepare status reports for delivery to USPS regional offices.

Technologies:SQL Server 6.5, Netscape Enterprise Server, PlanetPress, PostScript 2.0, VB6, AccessAccomplishments:>> Designed and developed enterprise-wide E-commerce applications for catalog request and fulfillment.>> Developed Visual Basic applications to handle processing and fulfillment operations for 5 different mailing objectives utilizing print-on-demand technology.>> Served as project team leader for 5-member development team.>> Managed fulfillment center with 3 staff members.