Laura Gjerman-Uva Email & Phone Number

Engineering Manager for Billing Growth engineering team

Portland, Oregon Metropolitan Area

Built and led a brand new distributed team of 5 highly skilled frontend and backend engineers - Delivered high-profile pricing and packaging projects that were top-priority for company- Mentored team in career development, promoted a Staff Engineer to Senior Staff Successfully drove and delivered large projects, including Enterprise Trials and Pro Trials- Pro Trials generated almost 10,000 upgrades to Pro in past year (approximately $3M ARR), Enterprise Trials generated $100k in pipeline in first 15 days- Partnered with cross-functional stakeholders in Product, Design, Finance, Support, Security, Sales and Marketing to hone roadmap for pricing, packaging and billing changes - Built and led QA plans for major projects Merged the Billing and Pricing/Packaging teams after company reorganization - Refined roadmap and facilitated team mentoring for expanded scope of influenceTech Stack & Tools: Ruby on Rails, MongoDB, ReactJS, JavaScript, AWS, Amplitude, Hubspot, Figma

Portland, Oregon

Led distributed team of 7 Software Engineers (U.S. & Europe), ranging from Principal to early career- Successfully merged two engineering teams across vastly different timezones - Led team in adjusting agile practices, including sprint planning, retros, standups- Empowered team to self-organize and mentor one another to meet new company priorities- Invested in continuous team career development by mentoring, preparing promotion pitches, and finding creative solutions to balance the needs of team members and the businessNavigated frequent company changes and service interruptions- Worked to improve morale by clarifying team vision and building team rapport- Mediated conflict between company mandates and engineering concernsEstablished strong working relationships with cross-functional stakeholders to inform strategic roadmapTech Stack & Tools: Ruby on Rails, PostgreSQL, Redis, AWS

Portland, Oregon

Trail-blazed as the very first manager of a specialized team to support Vault Enterprise, the company’s highest revenue product. Vault is a mission-critical security product popular with large enterprises.- Hired when company had ~100 employeesHired and scaled distributed team of highly technical Support Engineers at rapid pace (U.S. & Australia)- In 2 years’ time, grew the U.S. team from 3 to 14 engineers plus team lead & additional manager, and added an Australia team of 2.- Maintained a team culture of collaboration, proactive learning and constant iteration- Developed a technical hiring assessment and revised job description with an eye on inclusivity. Onboarding time decreased from 6+ months to under 3 months.Built a brand new support team for HCP Vault (SaaS offering) - Mentored future leader of this support team through delegation and 1-1s- Partnered with Product & Engineering to develop processes, collaboration & capacity planningPartnered cross-functionally with Engineering, Product, Sales, Customer Success and Education- Established clear & effective processes, including escalation processes, bug & feature request triage & templates, improving feedback loop on product, new release support readinessLaunched operational improvement initiatives- Vault support team processes viewed as best-practice and adopted by the 3 other U.S. product support teams and 2 international teams- Developed RCA & retrospective process for Sev-1s- Partnered with international team to design & implement follow-the-sun oncall- Built reports and improved reporting fields in Zendesk to highlight customer pain points - Built onboarding template for team, with heavy influence from feedback of new hiresTech stack & Tools: Go, Vagrant, Consul, Nomad, Terraform, REST APIs, Unix/Linux CLI, AWS, GCP, Zendesk, JIRA, Asana, Github, Docker, Bash scripting

Portland, Oregon Area (Remote)

Portland, Oregon Area

Hired as 2nd engineer on new team, handled heavy workload of complex issues that required constant learning, issue reproduction and building test environments for troubleshooting- Leader of Sev-1 best practices. Calmly & efficiently led urgent production-down troubleshooting calls for high-profile customers. Mentored teammates to do the same.

Portland, Oregon Area

Owned and delivered international operational improvement initiatives- Built Service Interruption Communications Program- Streamlined processes, wrote runbooks and best practices. Led planning sessions and retrospectives. - Launched a comprehensive training program in U.S. and Dublin.- Led Disaster Recovery Gameday communications program- Optimized staffing efficiency and scheduling

Portland, Or

- Led team of 4 Technical Support Engineers focusing on Ruby, Python and Node.js agents

Portland, Oregon Area

Pioneered technical support’s 2nd shift team as part of 24/7 global support rollout- Started as solo engineer on shift, grew team and mentored new hires- Developed and delivered training for other engineers both in the U.S. and Dublin- Designed best practices for information flow between shifts (remote, in-office, Dublin, US)Achieved “Horizon Award” for excellence in holistic organizational efforts, 9/2015Tech stack & Tools: Ruby on Rails, Python, Django, Node.js, C#/.NET, HTML/CSS, SQL, Tableau

Portland, Oregon Area

Provided senior technical support to developer-customers on Ruby, Python & Node.js agents- Reproduced issues and discovered workarounds, built test applications, filed bug reports and feature requests, advocated for voice of customer to product organizationPromoted to Senior level in December 2014

Portland, Oregon Area

Joined small startup as 5th team member to work on research, testing, support and documentation. - Researched and tested various technologies as potential resources for SDK cloud management product, including LXC, Vagrant, CageFS, GRSecurity, virtual machine snapshots, and OpenStack. - Provided technical support and improved documentation for video encoding API.

- Efficiently wrote concise reports summarizing callers’ workplace ethical complaints. Translated reports and follow-up notes (French to English and English to French).

- Created, revised and implemented foster parent recruitment plans across Oregon, based on research and networking. Worked collaboratively with team to continually improve procedures.

Portland, Oregon

- Responded to abundant phone and e-mail inquiries for the Oregon Foster Care and Adoption Information Line; maintained detailed client database; made referrals as appropriate.

Manchester, New Hampshire

- Performed extensive grant research, proposal writing, budgeting, and grant reporting. - Managed initial phase of training institute development, including creating surveys; analyzing survey results; creating and maintaining training databases; creating PowerPoint presentation templates; researching appropriate trainings.

- Quickly adapted to diverse work environments and learned new technologies; assisted executives, provided front desk reception, updated databases, created reports.

Rwanda

- Math/English Teacher to 24 disadvantaged Rwandan children; wrote newsletters and blogs; extensive fundraising and grant writing.

Portland, Oregon

- Provided executive administrative support to high-profile statewide committee.- Researched and wrote literature reviews and reports; investigated grant funding sources; updated website.

Portland, Oregon

- Referred walk-in clients to appropriate resources- Coordinated campus events related to women's advocacy