Matthew Putnam Email and Phone Number

Improve overall security posture of cloud-based computing service by working with management to identify project priorities, developing and executing cross-team project plans, building relationships to ensure project buy-in, and tracking and reporting deliverables and milestones to ensure projects are completed on schedule. Manage day-to-day operations of abuse control program involving a global workforce and ~500 abuse cases per day. Based on these successes, advancement to TPM II is effective April 1, 2014.Selected Contributions:♦ Completed a project to reduce access to a critical system by 55%; used lessons learned to propose a second project to further reduce access through improved tooling. When project was approved, worked with multiple teams to get tooling improvements scheduled for completion. Currently tracking to further reduce access by an additional 50% by the end of 2014Q2.♦ Successfully built a case to convince development teams to prioritize feature requests to reduce abuse agent workload by 8% in 2014Q1 and 10% in 2014Q2; additional feature requests scheduled for Q3 and Q4 of this year will further reduce agent workload by an estimated additional 30%

Developed and maintained new hire training curriculum for global customer service team. Managed knowledge base of reference materials for global customer service team. Trained new hire training classes of 10-15 agents locally and at remote customer support sites in Herndon, VA, Dublin, Ireland, and Cape Town, South Africa. Developed and coordinated global continuing education program, including coordinating with service teams on integrating new launches with customer service team, assessment of skills gaps, and quality control program. Served as abuse response program lead with service teams: defined abuse response process, wrote and maintained knowledge base of abuse response communication templates, coordinated incident response during critical security events.

Personal coachingManagement/executive coachingCommunications coachingWritingEditing

Promoted the client’s mission and programs by designing innovative, targeted communications. Wrote, edited and produced content for online and print formats, capturing attention through public outreach, e-mail and Web content, whitepapers and publications. Prepared talking points for senior leadership. Developed media summaries and press releases. Interacted with technical, creative, marketing and other team members to coordinate timelines and resources for key projects. Coordinated up to 16 team members in all phases of project planning and execution.Selected Contributions:* Built trusting relationships with client decision makers; expertly translated client requirements and messaging / language style into consistent, results-driven content.* Served as the primary point of contact for the press.* Successfully cut down on reviewers and revision cycles, saving time and money without sacrificing the quality of publications and Web pages.* Wrote clear, concise and informative copy that made an immediate impact with targeted audiences.* Increased knowledge base and performance by training new staff on writing techniques, publication standards and style guides.* Co-facilitated 16-hour training session for mid-level project managers.

On-campus planning for the grand opening and reception for the Japanese-American Memorial Garden, including coordination with alumni committee and community stakeholders, and event day logistics. Managed membership renewals and alumni records in Raiser's Edge. Reported income and expenses to departmental and university financial systems. Supervised the daily work of three student employees.

Provided evening and weekend on-call coverage for tenant needs and emergencies.Scheduled and conducted apartment viewings with prospective tenants.Accepted applications and deposits from prospective tenants.Coordinated tenant move-ins and move-outs during evenings and weekends.Maintained positive tenant relationships to improve tenant longevity.

Training and fundraising coach for mutli-day fundraising event participants. Managed marketing communications for local office. Managed office volunteer program for mass mails, event support, and general administration.

Managed a grant-funded emergency housing program with an annual budget of $120,000.* Recruited new vendors and maintained relationships with existing vendors to provide short-term emergency housing to vulnerable clients* Processed all vendor payments, maintaining accurate records, and providing monthly and annual reports to funding sources* Wrote successful grant renewal application for FY2001, increasing program budget from $100,000 to $120,000, providing an additional 100 weeks of emergency housing YoY.* Worked with client social workers to identify and screen prospective clients for the emergency housing program* Operated under tight deadlines to ensure vulnerable clients didn't experience even short-term periods of homelessnessManaged a caseload of 50 clients in emergency short-term, transitional, and permanent housing programs.* Worked with clients to maintain permanent housing placements* Worked with clients, case managers, and housing providers to move clients from emergency housing to transitional housing, and from transitional housing to permanent housing.Served as agency liaison to the Seattle/King County Coalition on Homelessness