Helped Headway launch their first ever live chat support by utilizing Zendesk Chat with Forethought

Implement NetSuite for our Finance teamo Partner with the CFO and Comptroller to gather requirements and set deliverableso Sole NetSuite administrator in providing technical support, provisioning/deprovisioning, setting best security practices, and configuring NetSuiteo Collaborate with a NetSuite engineer and backend developer to integrate other key systems:▪ JP Morgan Chase – financial banking account▪ Ramp – employee reimbursement system▪ Bill.com – bill payment system▪ Shed – custom CRM systemo Create Saved Searches and dashboards for stakeholder consumption• Partner with the Corporate Controller in finding a solution for sending 1099 to clientso Worked with the Product Team to implement Sovos, which translated to a direct savings of over $40,000 annually and a more robust system for clients• Partner with People Ops / Talent Acquisition team on improving HRIS systemso Maintain and support Charthop integration into our Application Tracking System: Greenhouseo Create integrations with Slack to provide key notifications to executive and senior leadership teams on headcount changeo Troubleshoot and resolve issues with integration of Greenhouse and our corporate website• Partner with the IT and Helpdesk team to source, procure and implement a new ticketing systemo Collect requirements from stakeholders on business and workflow needso Evaluate and analyze various vendors for product market fito Engage in vendor demos and ensure requirements are properly understood by the vendor• Create and set up Okta SSO integrations with newly procured business applications such as NetSuite and Happyfox• Engage with Procurement and Vendors on negotiating / renegotiating vendor contracts

• Key administrator of Zendesk with over 700 Agentso Partner with Senior CX and CLX leadership to gather requirements and set organizational directionso Assess and improve workflows, triggers and automation ruleso Create reports and dashboards for leadership consumption which lead to direct impact on OKRso SME of all things Zendesk, advise stakeholders on 3rd party applications that would improve efficiencyo Quarterly true up, to make sure no agent license is inadvertently wasted• Primary administrator of Talkdesk with over 400 Agentso Implement tight integration with Zendesko Regularly assess and IVR menus to enhance end user experienceo Create automation to reduce manual labor-intensive tasks and errors• Stella Connecto Implement integration and enhancements with Zendesk so agents can have accurate CSAT scores

• Vendor Management (Expenses, Renewals, Purchases, Licenses Audit)• Spearhead the organizational wide roll out of DocuSign. Impact: Reduced paper contracts by 90%, increased efficiency of contracts turnaround time by orders of magnitudes• Completed GDPR project by deadline to make sure the organization adhere to all legal obligations. Impact: EU's strict GDPR went into effect on May 25, 2018. These updated contracts had to be completed by law in a timely fashion.• Lead the Global roll out of Zendesk to over 40 Customer Support Specialists; volume of over 10,000 tickets monthly. Impact: Increased CSR work efficiency and satisfaction, resulting in higher overall CSAT scores• Lead the global roll out of SurveyMonkey as our Enterprise feedback tool• Organization wide dog food program to adopt internal products, work cross functionally to improve those products

• Lead the global re-branding from Boardbooks.com to Diligent.com

Scrum Master • Perform Scrum Master duties for two teams of four developers; ensure project delivery by deadline or earlier.• Maintain strict scrum processes for the entire development team. • Coordinate with outside contractors, vice president, and product team to remove daily impediments. • Plan and facilitate weekly Sprint planning and review meetings, as well as mandatory retrospective meetings. • Develop and facilitate a reasonable Story Point scale for the agile process. Selected Achievements:• Facilitated the team transition into full agile development. • Installed and utilized GreenHopper in JIRA to assist in achieving agile methodologies. • Served as the primary QA engineer for weekly deployment of CarandDriver.com.

Web Operations Engineer • Oversee daily operations of multiple projects; prioritize and resolve issues from editors and end users; maintain a strict deadline for weekly deployment of all four Hearst digital brands. • Support and troubleshoot Hearst Digital brands comprising combined hourly page hits of 55,000+. • Develop and enhance deployment scripts to Car and Driver Cruise Control system; parse XML data for Car and Driver comparison data for use by third party vendors. • Manage daily JIRA intake assignment across all digital brands. • Repair and optimize PHP and HTML code in order to resolve direct revenue related problems. • Coordinate with developers through the entire SDLC (agile development) processes. • Serve as the primary liaison between offshore teams and the New York office; manage interactions between stakeholders and developers. Selected Achievements:• Routinely promoted to positions of increased authority and responsibility. • Co-developed an in-house content cache tool (CoCaMu) with SVN version control. • Identified and corrected a server error which displayed 5MB images on the Woman’s Day Blog homepage, resulting in bandwidth reduction and significant savings in bandwidth fees.• Set-up the Akamai NetStorage account in the new Luna Control Center. • Implemented swap space on the Amazon Web Service EC2 Instance. • Developed functional QA testing for the migration of the Car and Driver blog onto the new AWS instance. • Implemented and maintained a corporate SVN repository which streamlined collaborative processes.