Responsible for all things customer facing - support, documentation and beyond.

Tropo was acquired by Cisco in June 2015, joining the Collaboration Technology Group.Managed a distributed group of developer support engineers in locations across Europe, Asia and the U.S. Developer support group responsibilities:* Provide support and training for all developers utilizing Webex APIs, including Teams, Meetings and Devices* Code and maintain internally and externally utilized applications using Webex APIs using Agile engineering processes* Create new and edit existing documentation, blogs, knowledge base articles, usecases and examples for developers to get started quickly* Review and approval of Webex AppHub bots and integrations

Promoted from Director to Vice President with Executive & Strategic overview of three teams:* Customer Engineering (Technical Support & Dedicated Technical Account Management)* Telecom Provisioning (Carrier and Vendor Management for Telecommunications)* Professional Application Development (ProServices - custom development work)Responsible for the effectiveness of a distributed team located in Orlando, FL and Beijing, China, managing the relationships with customers spanning the globe and comprised of every size (sole proprietor up to billion dollar companies).Acquired by Cisco in 2015, Tropo product discontinued in 2019.

- Management of support and documentation personnel.- Coordination with executive team and product management to align support and documentation goals with overall company wide plan.- Establishment and refinement of support and documentation policies.- As needed hands on interaction with customers through a variety of mediums to ensure highest level of customer experience, as well as oversight of customer interaction via support team as a whole.

Responsible for documenting variety of telephony based APIs in Voxeo's R&D department (known as Voxeo Labs) as well as increasing and maintaining social media presence through blogs, Facebook, and Twitter.Also absorbed technical support role - all tiers - for all tickets relating to Labs projects and products, which accounts for a significant portion of overall support requests.

Began work as a Product Specialist (essentially inside technical sales), which translates into small business consulting over the phone. Moved to support when technical background was more drastically needed in that department. Managed product documentation, both new and editing existing, throughout.

Worked both as technical support regional lead (with three direct reports) and lead inside technical sales representative throughout time spent with Manheim; division was sold to a new company in 2007, prompting departure.

Local event promotions and production, specializing in electronic music.

Internet Radio Station for Electronic Dance Music - originally managed written word web content, later assumed duties of U.S. Manager.