● Developed customized learning content for diverse client projects, enhancing customer experience through engaging multimedia formats.● Implemented and optimized LMS solutions, tracking key metrics like engagement rates and feedback to tailor content for maximum effectiveness.● Created and executed tailored digital strategies across social media platforms and content management systems, elevating client objectives and increasing brand presence.● Collaborated closely with enablement teams, marketing teams, and sales teams to develop content aimed at educating both customers and employees, aligning learning materials with organizational goals and improving knowledge retention.

● Enhanced the brand narrative and boosted customer engagement by integrating technical solutions with strategic marketing initiatives through use cases, white papers, blogs, social media posts, and webinars.● Collaborated with all stakeholders to create expert content that fostered stronger relationships and guided prospects through the sales cycle.● Conducted comprehensive training sessions for the company, customers, and VARs, increasing product knowledge and sales effectiveness, which resulted in improved customer satisfaction and retention.● Led customer feedback initiatives that improved onboarding and training processes, reducing customer queries by 40% and raising retention rates by 25%.● Built on my experience with the Channel Training program to launch Plixer University, an LMS and Certification program, extending training to internal teams and customers. I also introduced learning objects for the general public to enrich webinar content.● Developed a SharePoint intranet site that served as a centralized hub for sales, sales enablement, and support teams, providing easy access to documentation, news, information, and training resources.● Created and executed the 'Customer Insight Series,' resulting in a 35% boost in satisfaction by hosting webinars and publishing blogs that featured insights from key leaders (CEO, Head of Support, Head of Development, and Head of AI). These sessions improved communication between product teams and users, aligning company goals with customer needs.● Produced webinars that highlighted product capabilities and industry trends, delivering targeted education to both prospects and customers.● Monitored industry trends, competitor products, and emerging technologies to ensure strategic positioning of our offerings.

● Transitioned from Sales Engineering into Sales Enablement by leveraging my technical expertise to build content that connected product capabilities with sales strategies, improving overall team effectiveness.● Developed and delivered training programs that enhanced product knowledge across multiple channels, including customers and VARs, leading to a measurable increase in sales effectiveness.● Enhanced brand narrative and customer engagement by integrating technical solutions with strategic marketing initiatives through use cases, white papers, blogs, social media posts, and webinars.● Provided technical and industry-based content for both internal and customer-facing teams, including webinars, white papers, case studies, blogs, website content, and technical documentation, ensuring consistent and valuable messaging across all platforms.● Collaborated closely with product core teams, enhancing team performance and deepening product knowledge across our tools and platforms.● Built the channel management infrastructure and integrated training into our Salesforce deployment, streamlining processes and enhancing sales tracking and effectiveness.

● Demonstrated product capabilities and managed trial accounts, ensuring potential clients experienced a smooth and tailored evaluation process.● Actively contributed as a member of product core teams, enhancing team performance and deepening product knowledge across various tools and platforms.● Provided trusted advice and insights to prospects and fellow teammates, fostering relationships and supporting them throughout the sales cycle.● Facilitated key integrations (Cloud Connectors, Splunk, Jira, ServiceNow), improving customer operational workflows and reducing time to value.● Advocated for customer-driven product improvements, influencing the roadmap to better meet security and usability standards.● Conducted training sessions for internal teams, customers, and VARs to increase product knowledge and sales effectiveness, leading to improved customer satisfaction and retention.● Supported the marketing team by developing use cases, white papers, blogs, social media posts, and webinars to drive engagement and showcase product capabilities.

● Orchestrated partner training programs with a strong focus on both technical and sales aspects, promoting a comprehensive understanding of product offerings.● Helped recruit and establish channel partners across the US, UK, Europe, and Australia.● Acted as a technical channel engineer, onsite trainer, and development liaison for channels in the US, UK, Europe, and Australia.● Attended tradeshows across Europe and the UK to represent and promote company offerings.● Initiated an internal talk series to educate the team on current cyberattack trends, later expanding this into webinars, blogs, and training sessions for channel partners.● Assisted channels in showcasing product features via demonstrations and trial account setups, ensuring a seamless evaluation experience for prospects.● Supported the Sales Manager in recruiting and onboarding VARs.● Served as a trusted advisor to channels and prospects, providing guidance and insights throughout the sales cycle to build strong relationships.● As a core team member, played an instrumental role in creating the channel department, responsible for interviewing, recruiting, training, and supporting all channel partners, enhancing team performance and deepening product knowledge.● Contributed to a 20% increase in total company sales through strategic channel growth.● Advocated for customer-driven product improvements, influencing the product roadmap to align with security and usability standards.

● Delivered customized product demonstrations, aligning solutions with customer needs, and ensuring optimal security posture. ● Provided expert pre-sales technical support, including router configuration for optimal Netflow delivery (v5, v9, jFlow, sFlow, IPFIX) and enterprise-class product installations.● Reviewed POC’s and Customer requirements to help build a solution.● Worked with the sales team during discovery sessions to better understand the customer's needs and requirements. ● Was a trusted advisor to prospects, offering guidance and insights throughout the sales cycle to nurture relationships.● Facilitated product trial configuration, introduction, training, and sales demonstrations, effectively advancing the sales process and addressing key customer questions.● Provided expert technical consultancy and support to customers significantly contributing to sales success and customer solution customization. ● Served as a technical evangelist and subject matter expert, engaging in marketing activities and customer-facing engagements.● Facilitated key integrations (Cloud Connectors, Splunk, Jira, ServiceNow), improving customer operational workflows and reducing time to value.

● Provided expert pre-sales technical support, including configuring routers for optimal NetFlow delivery (v5, v9, jFlow, sFlow, IPFIX) and overseeing enterprise-class product installations.● Facilitated product introductions, training sessions, and sales demonstrations, advancing the sales process and addressing critical customer questions.● Authored and built a CMS-based Help Engine for two versions of the Plixer Product Manual, ensuring comprehensive documentation for users.● Developed and pitched a JavaScript-based mapping engine for integration with the company's SNMP tool. While not officially adopted, it was utilized by various customers and paved the way for future tool integrations.● Collaborated with evaluators to understand their network infrastructure, NOC and SOC stack for integration, POC requirements, and educated them on lesser-known but relevant use cases to optimize their solutions.

● Delivered top-level support for router configurations, product knowledge, and comprehensive understanding of the company's portfolio, ensuring high customer satisfaction and prompt technical resolution.● As a top performer in the customer engagement initiative, conducted "check-up" calls to review customer installations and needs. Developed tailored strategies to ensure their requirements were met, resulting in a 95% retention rate during those years.

After a stint of "looking for my next adventure" (okay, I was between jobs), I decided to substitute in the school system where I grew up—and where my wife worked. It seemed like the perfect way to stay busy while figuring out my next career move. Plus, who could resist the call of the chalkboard?At the time, about 60% of American households had internet access, and 50% owned computers. Technology was evolving, but digital literacy was still limited, especially among elementary students. After a short time as a substitute, I was recommended for the newly formed Technology Integrator position. In this role, I conducted weekly classes, trained teachers, and integrated technology into classrooms through a state-funded initiative to boost computer literacy.In 2005, I attended the National Teacher Training Institute (NTTI) for a course called Taking Cyberchase into the Classroom (PBS), which blended math and technology to engage students in STEM.Role Highlights:● Brought laptop labs to older schools, teaching hands-on lessons in tech-equipped buildings.● Fixed laptops on the fly, ensuring smooth lessons.● Tailored courses to meet state and local requirements, using creativity to keep things running.● Gained a reputation for making technology fun and engaging.Kids Club After-School/Summer Program:I also worked with students through the "Kids Club" after-school program, where we explored creative uses of technology—from building websites to creating podcasts and exploring robotics.● Kids Club Internet Site: Students learned web design and content creation.● Digital Storytelling: Students created The Average Kids podcast, pioneering digital media.● Exploring Robotics & Rocketry: Hands-on activities introduced students to engineering and creativity.This experience shaped my approach to training and enablement, teaching me to foster curiosity and confidence in using new tools—values I’ve carried into future roles.

As IS Manager it was my responsibility to make sure that 20+ systems were up to date and running correctly. I also was responsible for designing additions to the companies network so it could meet its growing needs. During my time I introduced multiple servers for data (MS SQL and mySQL), hosting and email. I also introduced and implemented the automated customer service ticket system (AnswerTrack) that became a major part of the call centers activities. The other side of my position was to manage all data aspects of the billing cycle. This included data exports and adjustments, code adjustments and management of an off site development team.

A contracted position that challenged me to create an epresence from the beginning to the end. I had to evaluate the products that they offered, their current selling process and develop an integrated method for selling products on the web/physical locations. The project also included various degrees of training. The end result included a new domain, new inventory management system, catalog processing system and advertising. The second half of the project was to create an interface to some of the major auction sites (eBay, Yahoo etc). These auctions gave the company an alternative was to sell the product and drive traffic to their online store. This wasn’t a widely accepted option as it is now. I developed modules that allow integration into the inventory management system and provided an easy way to list and keep track of orders. These modules also kept track of customers buying habits, managed email campagines and more. At this point I was part of the eBay developers program and was a guest at eBay Live Orlando.

Member of a five person development team that was in charge of redesigning the entire web presence of the companies fourteen magazines. This started with creation of a new content management system and then custom development of specific modules. Highlights were creating the eBrochure system, the multimedia management system and the internal communication system.Highlights to my CMS modules where multimedia integration, classifieds, eBrochure and template integration for nine of the sites.

Throughout my time at CyberTours, I held the roles of Lead Support Engineer, Technical Trainer, and later Support Manager. In each of these positions, I played a key role in driving technical operations, customer support, and team development during a pivotal phase of the company's growth.As Lead Support Engineer, I handled escalated customer issues and higher-profile business accounts, providing guidance to other technicians. I consistently handled a high volume of calls—over 1500 per month—with strong customer satisfaction and success rates, which was a significant workload at the time. My efforts helped re-engineer the online help center, turning it into a valuable resource for resolving customer inquiries. I also provided hands-on support and educated customers on configuring and using the internet across various platforms.As Support Manager, I oversaw call queues, usage levels, identified issues, and worked closely with the networking department to resolve technical challenges. I also managed scheduling and general system administration for user accounts, websites, and business applications. To accommodate increasing demand, I introduced a new shift that expanded support during peak call times while minimizing the need for additional hires.As Manager of Technical Training, I led the creation of an internal help and training center, ensuring that support teams and customers had access to the necessary tools. I initiated the first recruitment drive at a local community college, running state-sponsored training sessions multiple times to bring in fresh talent and strengthen our support team. To improve efficiency, I researched industry best practices and developed an intranet-based training system that guided Level I, II, and III technicians through the resolution process, boosting team productivity and customer satisfaction.

System Administrator of one of the worlds first targeted email system.