Mark D. F. Williams Email & Phone Number

Austin, Tx, Us

Austin , Texas, Us

Austin , Texas, Us

Austin , Texas, Us

Austin , Texas, Us

San Francisco, California, Us

• Created a variety of content highlighting PubNub functionality, including webinars, example code, • and blog posts, resulting in over 50 product trials. • Produced meetups at the PubNub offices, including sourcing speakers and food, marketing the events and introducing the speakers. Created a code of conduct and procured branding assets for the meetups.• Mentored speakers that presented on behalf of PubNub, bolstering their presentation skills and teaching them to skillfully represent the company.• Owned company Twitter account, improving click through rates by 10%.

Santa Clara, Ca, Us

I owned all marketing and community-related strategy and execution for kaizenOps.io, an AI-based service for DevOps and Site Reliability Engineers. I built the customer pipeline, leading a project to define and implement appropriate analytics for each stage in the customer acquisition and retention process, resulting in a key understanding of sales pipeline for early adopter customers. I led field marketing, asset creation, social media, paid media, branding, messaging and positioning, content creation, creative direction, SEO, and website design. I defined a post-launch community strategy and roadmap to align brand with larger site reliability engineer ecosystem.

San Francisco, Ca, Us

I defined go-forward strategy for forums-based customer and program support that fit within TechSoup’s non-profit mission. I performed daily management of user generated content and facilitated regular interaction with VIP members. I interviewed customer stakeholders to identify issues with current forums implementation and worked with IT to prioritize repairs. I identified significant issues in existing reporting. While metrics were being tracked, lack of domain knowledge had led to significant discrepancies and reporting errors. I developed new SQL so reporting team could run accurate reports, improving TechSoup’s understanding of customer interactions and influencer impact.

I could not find a password generator for my Mac that made it easy to create memorable and secure passwords with a user experience that was consistent with Mac OS. I taught myself Objective-C and Swift, developed Watchword for Mac, and sold it in the Mac App Store. I later reworked the app to align with iPhone and iPad user interface guidelines for iOS and released it on the iOS App Store.

Cupertino, California, Us

Built business acceptance testing group within the support website team, validating web applications against business need and reducing downtime for newly released web products, including the knowledge base, community and custom products. Contracted with and managed offshore team. Led quarterly reviews to improve communication and performance. Wrote guidelines for test script creation, processes, and measurement, ensuring consistent policies across all projects.

Cupertino, California, Us

Researched and produced business requirements for the replacement of an online community system for Apple’s Japanese customers. Prepared request for proposal, identified best solution, and negotiated with potential vendors. Facilitated contract negotiations and managed project through implementation, testing, site migration, and launch. Created launch plan and communication plans for user outreach through the Japanese moderation team. Detailed a quick response plan and contracted with vendors to integrate a content delivery network to improve caching of site data, significantly increasing response times during product launches. Integrated English and Japanese community systems into an external metrics vendor, providing improved visibility into community traffic and better information for executive communications.

Cupertino, California, Us

Directed and maintained a large, online, user-to-user discussion system for Apple's support organization during a period of hockey stick style growth. Managed a team of 5 full-time employees who moderated discussions and monitored activity for trends and issues. Defined and executed plan that provided issues based on customer feedback to engineering teams. Defined and continually updated a long-term strategic plan for features and requirements to create a vibrant user community based on competitive analysis, current technological and sociological trends, and a desire to integrate with organization-wide knowledge centered support initiative. Rewrote community terms of use to conform to current legal guidelines and community management best practices and rewrote moderator communication standards to conform to current Apple style guides and legal requirements. Defined and implemented plan for gamification system to identify and highlight core contributors in community. Resulted in greater participation by core contributors, including one person who posted 364 of 365 days one year.

Cupertino, California, Us

Primary administrator and sole programmer for systems facilitating internal and external discussions. Project manager and developer for transition of community platform from WebCrossing to Jive Software. Wrote and maintained a single sign on software library. Created content publishing system to automate page creation.

Ba, Psychology

Full-Stack Development