Responsibilities- Partnered with executives to deeply understand company payment systems needs.- Created product strategies and roadmaps aligned with overall business objectives.- Conducted 50+ stakeholder interviews to elicit core requirements and identify billing systems pain points.- Synthesized findings into clear product vision and roadmap tailored to critical customer needs.- Secured executive alignment through persuasive presentations to leadership team.- Drove launch readiness by creating 20+ training modules enabling support, sales, implementation, and customer success teams to expertly position new capabilities.- Collaborated with data analytics team to continually re-prioritize roadmap based on real-world customer usage data.- Rapidly iterated product features based on commercial teams’ enterprise customer feedback.Achievements:- Led development and launch of new billing system, increasing customer satisfaction by 40%.- Led multiple agile development teams through full delivery lifecycle to successfully build high-value billing solution.

Responsibilities:- Conducted market research and competitive analysis to gain insights into market trends and identifypotential opportunities.- Advocated for user needs by empathizing with their pain points and translating their feedback intoactionable product requirements.- Articulated a clear and compelling product vision that aligns with the company's overall strategic goals.- Rally stakeholders around the product vision by fostering open communication and collaboration.- Prioritized product features and capabilities based on data-driven insights and user feedback.- Partnered with the marketing team to develop and execute effective go-to-market strategies.- Empowered support, sales, and customer success teams by providing comprehensive training on newfeatures and product development initiatives.- Conducted customer interviews to gather valuable feedback from both active and churned customers,enabling continuous product improvement.Achievements:- Reduced support ticket volume by 30% by analyzing support tickets and identifying gaps indocumentation.- Increased trial-to-paid conversion rate by 13% by collaborating with Account Executives to identify andaddress frequently asked questions during the trial period.- Elevated Net Promoter Score (NPS) by 3 points by prioritizing UX features that address user painpoints and enhance overall satisfaction.

Responsibilities:- Conducted continuous UX research including A/B tests, scenario testing, and interviews to understandcustomer needs and improve product UI/UX for CloudBerry Explorer, MSP360 Remote Assistant, web,desktop and mobile apps.- Managed beta testing, analyzed customer feedback, and communicated key insights to cross-functional teams.- Collaborated with marketing on campaigns and conducted market + competitor research to informproduct roadmaps.- Prepared presentations to educate customer-facing teams on products; investigated support cases.- Led user research studies to uncover customer pain points and identify feature enhancementopportunities.- Prioritized roadmap features based on UX research learnings and communicated plans todevelopment teams.Achievements- Successfully launched 2 mobile products on iOS, Android and Huawei app stores.- Successfully launched 1 for Windows/MAC and Linux

Responsibilities- Provided regular customer support and leveraged IT administration background to resolve complexcases, becoming expert on specific company product such that all related customer inquiries wererouted to me.- Improved in-app onboarding user experience, increasing trial-to-paid conversion rate by 1.5%.Set company record for most customer calls answered in one month at 102.

Responsibilities:- Performed daily LAN/WAN administration, maintenance and user support to ensure optimal uptimeand availability.- Maintained network hardware/software; monitored systems to quickly identify and troubleshoot issues.- Delivered consistent IT support and project coordination to verify continuity of systems and servicesfor all users.- Conducted on-call rotation duties to provide 24/7 technical assistance.Achievements:- Implemented backup procedures to distribute and protect company data across storage centers,preventing data loss.- Architected fully functional, fail-safe company network infrastructure.- Trained personnel on network administration best practices to build internal capabilities.

Responsibilities- Performed daily LAN/WAN administration, maintenance and user support to ensure optimal uptimeand availability.- Maintained network hardware/software; monitored systems to quickly identify and troubleshoot issues.