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Acted as the voice of the customer inside of Ledger - finding the weak spots in our products and processes, focusing on solutions, and eliminating them one by one. I carved out this role for myself to take full advantage of my strengths as an adaptable generalist to act as a de facto in-house consultant, helping with a number of initiatives all under the umbrella of providing a better experience for our customers.- Developed and oversaw the deployment of a chatbot using OpenAI’s APIs, allowing customers to “chat” with Ledger’s Help Center and self-service their own issues.- Architected and implemented a new procedure for supporting VIP customers without the need to add any additional tooling or staffing.- Created a Voice of the Customer feedback cycle between CS and upper management, digesting our customer support data into a coherent presentation about which ongoing issues were causing the highest customer pain, along with actionable ways to address them- Documented which internal company processes were costing our agents the most time and effort, assigning priority based on how visible they were to our customers.

I built Ledger's US-based support team from the ground up. Interviewed and hired a team of extremely talented people, then trained them to become technical customer success champions. I secured an office space, laid out my vision for what great customer service looks like, and inspired this scrappy little team to go make it happen. By the time I moved to my next role at Ledger, the team was strong and self-sufficient, with a full management structure I'd put in place to keep it running without me.My day-to-day in this role went far beyond management. I also:- Established processes for support operations, technical escalations, and communications strategy.- Created video content for Ledger’s Youtube addressing top customer issues.- Identified and escalated recurring product feedback issues.- Spec'd out internal CRM tooling requirements, and assisted with their implementation.- Ran evaluations for other SaaS products to see if they were worth purchasing.- Generally doing the legwork to set up the team for long-term success (facilities, parking, amenities, etc.)

This was a freelance role at the FWB DAO where I fostered educational opportunities and hosted live events focused on crypto safety, aimed at helping newcomers who were venturing into crypto for the first time.

Lead all things tech for a pre-seed startup. Ration was a mobile app aspiring to harness the power of human curation to create a healthier media consumption experience.As the technical co-founder of a 2 person company, there was nothing that fell out-of-scope for me.- Ideated and wrote specs for new product features- Ran sprints for our freelance app developers, ensuring that work was being documented correctly in Jira and that it was being completed at an acceptable pace.- Created a quality control process for our app releases. Made sure we had a test plan and acceptance criteria, which I would run on each new release.- Wrote release notes and shepherded app releases through the iOS and Google Play app store review process.- Implemented software tooling to streamline developer operations, improving maintainability of our deployed AWS infrastructure.- Pitched, fundraised, and supported press engagements.- Generally kept the ship sailing.

Acted as the point of contact between my project team of around 8 engineers and the management above.As my team's lead, I was responsible for managing sprints, prioritizing work items, and reporting on the team's progress.

This role was primarily centered around designing and implementing a test framework for software verification, and maintaining the continuous integration pipeline for running the automated regression tests written by the V&V team. Overall, I worked as an adaptable software generalist, supporting any miscellaneous DevOps challenges that needed to be tackled.

A founding member of the software verification team, responsible for laying the groundwork for Kitty Hawk's avionics software testing strategy to serve as a foundation for future testing efforts. Created a multitude of requirements-based software tests, while also designing and developing a test framework that was able to adapt to emerging needs.

Software verification lead for the battery management system (BMS) behind Tesla’s Powerwall and Powerpack products. Integrated with a small, agile firmware development team, I was responsible for all aspects of end-to-end embedded firmware testing.- Created and executed test plans for verifying safety-critical embedded firmware used in both consumer and industrial products- Implemented and maintained the automated test suites responsible for catching regressions in ever-changing source code- Integrated post-build verification testing into Tesla's continuous integration pipeline to give developers highly qualitative hardware test results for every commit.- Provided quick-turnaround QA and the robust bug feedback necessary to support the rapid iteration of an agile firmware development team.- Acted as the Energy organization's de facto PM, managing the team's Git branching and JIRA issue tracking strategy to achieve aggressive release deadlines for multiple customers with different feature needs.- Configured, maintained, and debugged our test hardware which could support multiple ECU variants under test.

The top tier of the support organization at National Instruments, and point-of-contact for NI’s largest and most important customers. If you were using NI equipment and your project was too important to let fail, I was the person that was sent in to help.- Delivered custom trainings, created proofs-of-concepts, and debugged highly critical applications in production.- Acted as a technical leader for the applications engineering support organization, providing a technical escalation path for resolving complex issues and active management of time critical engagements- Specialized in hardware-in-the-loop test strategies, creation of data acquisition systems for embedded test, instrumentation for verification & validation, designing FPGA-based emulation of automotive sensor hardware, and implementation of closed-loop hardware control systems

Provided direct customer support via phone, email, web, and in-person as part of one of the best technical support organizations in the world. Everything I know about delivering world-class customer support I learned from this role.- Characterized, root-caused, and escalated customer-reported product deficiencies to R&D.- Instructed technical education courses, both internally to new hires, and externally to customers.- Cultivated skills in troubleshooting software applications, system and hardware configurations, sensors and instrumentation, and data acquisition strategies.