I created PDX Blockchain Consulting to help blockchain projects bring their product ideas from 0-to-1. I've worked with NFT and gaming projects, Building DAOs, and DeFi projects from ideation through product release and into the maintenance or closure phase of their projects. I provide full-service product management, business development, user support, and project management consulting for blockchain developers on a project-basis.- Helped found and lead product management for multiple blockchain projects on the Arbitrum, Avalanche, BNB, METIS and Polygon blockchains- Worked with fellow founders, users, and ecosystem partners to prioritize strategic roadmap and product backlog ensuring alignment with needs and changing environment- Fractional team lead on business development, community management, marketing initiatives- Raised over $11 million in treasury funds and built a community of 11,000+, demonstrating ability to engage users and drive product growth- Collaborated with a core engineering team and various stakeholders from zero-to-one on features such as user and protocol metrics boards, autocompounding pools, unique token aggregation programs, backend migrations, and more - Implemented JIRA and Scrum framework to assist newly formed engineering team in project management - Created developer and user-oriented documentation, including FAQs, Gitbooks, and how-to videos, to facilitate seamless onboarding and usage of protocols - Forged partnerships with ecosystem builders for technical project integrations, expanding product capabilities- Created structured communities with help environments, verification systems, bug-tracking, and feedback forums to streamline customer support and gather insights- Implemented invite systems, launch events, pitch contests, and marketing campaigns to drive member growth and engagement- Managed support cases from initial contact through resolution, translating customer feedback into actionable product improvements

Circle sold parental control software direct to consumers, and provided parental control software to businesses like Netgear, T-Mobile, Sky, and Aura. I served as the product manager for our core parental control offering, working with several engineering teams and internal and external stakeholders to deliver award-winning mobile app software and a network management device.- Managed the annual product roadmap, forecasting, and planning, prioritizing current and future customer needs through data-driven decision-making- Conducted customer interviews, developed surveys, and analyzed support contacts and product metrics to identify and validate product development opportunities- Streamlined app release and incident response processes from a product management perspective, enhancing efficiency and reducing downtime- Collaborated with UX and engineering teams to revamp the onboarding process, resulting in a ~75% reduction in customer time spent, improving user experience and adoption- Led discovery sessions and guided the completion of high-level projects in partnership with executive management and engineering teams, ensuring alignment with business objectives- Recognized as employee of the month, acknowledged by peers and leadership for outstanding performance and contributions to product success

- Developed user-facing and internal product troubleshooting flows, expanding self-service options and reducing overall contact volume, enhancing customer experience and support efficiency- Successfully implemented and managed Circle's transition to Zendesk and reporting dashboard, providing a robust platform for customer support and data-driven decision-making- Trained and supervised a remote call-center support team, creating feedback mechanisms for product and support processes, contact templates, and upper-tier support training to establish a scalable support environment- Regularly reported to the executive team on product support contacts and mitigation strategies, offering insights and recommendations for continuous improvement- Collaborated with C-level executives as a product specialist for marketing campaigns, interviews, and social media, sharing expertise and best practices with a larger audience- Served as the on-call product support lead for incidents, playing a vital role in resolving multiple outages and ensuring minimal downtime for customers

- Efficiently triaged a daily support queue of 200+ tickets, collaborating with appropriate support teams to ensure swift and satisfactory resolutions, enhancing customer satisfaction- Provided exceptional customer support via phone, live chat, and email, consistently delighting customers and driving issues to resolution, contributing to increased customer loyalty- Acted as a liaison between the support team and product/engineering teams, communicating vital customer feedback on trends and product requests, ensuring the voice of the customer was heard and considered in product development - Project managed and led the creation of a cross-team bug triage process with engineering and product teams, ensuring customer-facing issues were identified, prioritized, and addressed promptly- Designed and maintained comprehensive product documentation for internal stakeholders and users, reducing contact volume and increasing product knowledge across various teams, resulting in improved support efficiency and user self-service

Managed a team of helpdesk student workers fielding 35-40+ tickets per day to resolve local and remote issues. Oversaw deployment of new hardware for staff and professors. Coordinate with network and system admins on problems related to network, device share and printing, video conferencing, and other classroom technology.- Trained and supervised a team of helpdesk student workers through onboarding, basictroubleshooting, call-demeanor, and ticket handling process, ensuring adequate coverage for localand remote school staff and students- Fielded support requests from staff, students, and various vendors- Worked with network, system, and database admins for bug triage, tracking, and resolution- Oversaw deployment of new hardware for staff and faculty offices, and in the classroom- Managed video recording and streaming for long distance education program

Worked with team lead for purchase of new classroom multimedia equipment. Installed projectors, front projection screens, computers, and podium equipment. Setup and final adjustment of multimedia equipment in classroom setting.

Worked with a new long distance education program for streaming, recording and viewing of classes. Managed video database and recording codec software. Monitored recording of classroom environment. Resolved student and faculty issues regarding video viewing.

Bookseller manning cash register, fielding questions, searches, and orders. Pricing, categorizing, shelving, and organization of book inventory. Creation of book displays, advertising materials for special sales, and various other office work. Handle, repair, and preparation for sale of rare books. Maintained cleanliness of office.

Oversaw team of volunteers. Organized weekly youth and later college group nights. Lead tech and A/V production team.