Lead two development teams on projects critical to the enterprise of a high-powered technology startup experiencing 50% growth per year. Responsible for the Agile/Scrum process for both teams: running daily standups, sprint planning, release planning and review, and retrospective sessions. Oversaw backlog management and ensured that user stories contained thorough acceptance criteria and presented a clear vision to team members. Created and led a new initiative across the enterprise… Show more Lead two development teams on projects critical to the enterprise of a high-powered technology startup experiencing 50% growth per year. Responsible for the Agile/Scrum process for both teams: running daily standups, sprint planning, release planning and review, and retrospective sessions. Oversaw backlog management and ensured that user stories contained thorough acceptance criteria and presented a clear vision to team members. Created and led a new initiative across the enterprise integrating stakeholders as collaborators in benefit– discovery, as well as increasing transparency into the project development cycle. Managed backlog and projects for two cross-functional development teams (one internal and one external) to ensure on-time delivery of scalable, flexible, cloud-based solutions to achieve those benefits. Teamed with other departments to regularly identify interdisciplinary best practices, remove impediments and empathize with business needs to ensure that development teams had minimal interruptions and maximum velocity. Liaised daily between stakeholders, Project Managers, Scrum Masters and development teams to ensure all necessary information was shared in real-time and that timeframes were well-communicated and understood Show less

Responsible for the overall quality of the technical support experience of the company. Trained all new team members on product specific training as well as customer support best practices. Wrote and maintained training documentation, continuing education tests and career progression path and worked with support staff to identify career goals to foster growth in the appropriate directions.

Ran the online support community site by providing technical support to customers via online tickets, forum and user groups. Created clear, thorough and friendly answers to customer's questions and complaints. Curated online knowledge base, wrote help articles and facilitated customer's issues by facilitating them to the appropriate channel to resolve their issue.

Consulted start-ups and small businesses new to the product with software training and best practices. Maintained schedule for weekly appointments and trainings. Coached other Consultant team members on software use, consulting strengths and expertise, technical best practices and third party tools. Traveled to customer's offices to provide in-person training for 3-4 day intensive training courses.

Provided advanced troubleshooting for escalated support issues as well as coaching and training for Tier 1 Support staff. Reviewed Tier 1 Support staff's written communication to customers. Handled escalated phone calls from upset and frustrated customers. Worked with QA team on escalated issues to obtain necessary information for bug fixes and usability improvements.

Assisted customers with networking, e-mail setup, e-mail maintenance, and web hosting issues.