I created and managed the vision and product direction for the product's Recommendations feature, guiding users through platform capabilities and workflows tailored to solving their individual real-world problems. I coordinated cross-team efforts and reporting, developed and maintained documentation, schedules, and release plans. I conducted user interviews and data analyses to identify needs and refine the product.

I designed and implemented the Digital Customer Success Manager, to help unmanaged accounts onboard and reach success milestones. Using the outcome data, I built descriptive journey maps to inform future product work and understand the customer's experience. Alongside this, I founded and led a cross-functional group which developed centralized cohesive strategies for customer onboarding, automated account management, and customer journey guidance for the whole company.

I specialized in customer accounts that were at risk due to technical or educational difficulties. As a solutions architect, I acted both as project manager and technical designer, to understand the root of the problem that the client was trying to solve and then devising and implementing a solution.

As a founding member and creator of the Platform Adoption team, I worked with customers to establish requirements and goals for their data monitoring systems, built project plans, and coordinated their deployment process with internal resources. My primary focus was on at-risk accounts, to determine what problems they needed to solve to be successful in using New Relic software for their business.

I untangled people's problems. As a liaison to the product team, I worked with engineering and product management to prioritize effort, refine roadmaps, and contributed to the product strategy and design process. As a product subject matter expert I worked with customers ranging from the largest enterprises in the world to engineering teams in the next room to configure installations, identify and solve bugs, and customize systems to gather whatever data they required. I helped maintain the internal knowledge base and external documentation, and worked to develop tools which increase efficiency in the support process.

As part of a web agency specializing in medical websites, I helped design front-end interfaces, built and deployed them, and developed underlying systems to make the design and deployment process more efficient. I worked primarily in Wordpress but created and modified custom solutions as needed.

During the design process for an open-source LEED Platinum-certified community center, I was hired as a consultant to produce architectural visualizations of the new building and its surroundings. Since the building was designed to be replicated from publicly-available plans, I also worked with team members to develop lighting and interior design plans to account for the varied environments in which the building might be built.

Sometimes called "the electron whisperer", I had a hand in everything technical that came through Modern Edge. On the back end, I designed, built, and maintained the technical infrastructure in the office to ensure that communications systems ran smoothly and data was always available. I was responsible for network design, systems administration, support and troubleshooting, custom computer design, and integration. I managed digital assets and information for both internal and external design programs.On the front end, I developed and maintained web presence for Modern Edge and clients, including both public-facing sites and internal web-based systems. I assisted designers with multimedia work, including photo and video editing, 3D modeling, and photorealistic 3D rendering. I helped run extensive ethnographic research programs both locally and internationally.

I was hired as a consultant to design and prototype a nationwide informational kiosk network for an environmental conservation company. As part of the project I wrote technical specifications and documentation for the new system, built and installed initial prototypes of the system, trained staff on deployment and operation, and then provided on-site and remote support for the pilot locations.

As the district support manager, I managed and provided technical support both on-site and remotely to 18 retail photo labs across the Pacific Northwest. I installed, configured, and maintained site networks and software, specialized photo developing/printing equipment, and industrial inkjet and toner-based printers. If and when problems arose, I inspected and tested the malfunctioning equipment, and performed all necessary repairs. I coordinated with vendors and service providers for parts, supplies, and specialized repair. I conducted ongoing training programs for technical staff on equipment operation and support, and wrote and maintained training & troubleshooting documentation for staff of 100+.