Ed W. Email and Phone Number

Lead and building up a new dedicated Pre-Sales Demo Engineering Team (9) consisting of Demo Architects and Solution Developers.• Drive efficiency by building relevant high quality digital demo experiences• Free up Solution Consultants demo build time to focus on core Customer facing activities• Drive efficiency leading to higher Win Rates• Maintain highly tailored global demo instances segmented by Industry vertical and major use case• Build and Innovate on demo infrastructure tooling to enable Solution Consultants to manage and build demos quicker at scale

• Lead the technical solutioning team across some of our largest and most complex customers• Work cross functionally with a number of different functions such as Presales, Professional Services, Partners, Engineering to ensure POC are successfully executed. Including but not limited to complex integration and product limitations. • Ensure POC is translated into production requirements for clients expected functionality and scalability. • Educate internal account stakeholders• Innovate and solve for short term gaps while developing new solutions for future scalability.• Engaging internal team in critical Enterprise/Transformation Clients • Develop eloquent custom workaround/applications focus on reusability • Ensure support / ownership is established with the client and ZD Support teams for post deployment

On the Enterprise Transformational Team:• Understand, document, and implement customer requirements according to scope• Execute design & configuration sessions with customers (onsite or remote)• Craft their Zendesk solution/architecture so that the customer succeeds• Produce Technical Design Documents (“TDD”) and Zendesk Custom App Specification Documents in accordance with customer needs• Engage with Pre-Sales through delivery to advance and close large impactful Transformational Team deals• Responsible for achieving Transformation Team bookings and delivery targets• Conduct virtual technical trainings, and knowledge transfer sessions to customers• Work closely with the Partner team and ecosystem to build and deliver customer solutions

• On the Platform Architects Team functioned as a technical specialist supporting the Presales and Sales teams through complex technical sales cycles• Lead customer technical demos and discovery sessions, with an output of Architecture diagrams, mockups and proof of concepts that brought to life what the customer wanted, help win the deal• Worked on a number of business transformation deals and leveraged various AWS services to build more involved functioning proof of concepts• Collaborate with various Product PMs in help bring the latest product roadmaps and feature info to Presales• Functioned as the Presales SME in AWS and AI and gave training / workshops / lab sessions on a number of subjects including AWS - Lambda, EventBridge, Appflow, and Zendesk Platform (201 and 301 sessions)• Architected and built the Event’s Connector Toolkit (ECT) to help both internal and external customers by providing patterns, best practices, templates that sped up development with the Zendesk Event’s Connector / AWS EventBridge

• Reporting to the VP of Operations, led IT projects for the International Logistics division• Closely collaborated with sales, customer service, and operation departments on key business initiatives • Reorganized a large key system replacement to bring in line with budget and timeline (tech stack - Azure / SQL Server / Load Balanced / Web Services WCF / .NET / JQuery)• Identified, communicated and managed various information systems projects• Responsible for managing technology and consulting vendor / partner relationships• Managed service delivery and overall performance of systems (multi-million dollar budget accountability)• Supervised IT staff and implemented IT policies, procedures and training• Utilized an agile process (two week sprints; daily standups), with an eye on managing the flow of work (Kanban / Jira) to reduce firefighting

• Reported to the CIO, led the IT function for the Building Services Division ($350 million/year business unit)• Closely collaborated with key senior business executives to enlarge the business• IT Initiatives delivered measurable bottom-line pickups of over $20-million• Managed enterprise systems that included ERP, Service Management, Field Mobility, and Reporting systems• Responsible for staff/resource management, project planning, enterprise architecture, and supporting the day-to-day operation of the business• Multi-million dollar operational budget accountabilityKey Project Wins• Field Mobile Solution (C#/MSSQL) – increased field productivity from 93% to 96% across all field service teams, resulted in $3m/year to the bottom line• Field Quoting Custom Solution (C#/MSSQL) – $7.5 million in additional gross profit, increased opportunities and markup• Android Mobile Application (Java/GCM/AWS/EC2/Rest API/MSSQL) – interfaced with ERP and Service Management systems enabled real-time updates and information from/to techs, instant field POs and reduced calls to dispatch, resulted in savings of $3.7 million/year• Interfaces to Customers (Rest API/MSSQL) – Integrated real-time updates from service management system to major customers, that kept the customer better informed, resulted in seven new national accounts worth over $3.5 million/yearKey Business Unit Wins• Helped empower a 100% growth of the division from $170 million per year to $350 million per year in sales over 5 years• Introduced key technology initiatives in field mobility, service management, process and customer experience improvements• Reformulated back-office processes that enabled existing operational staff to support explosive growth, and reduced overhead costs by over $1 millionKey IT Team Wins• Grew divisional team from a single staff member to over a dozen staff and consultants• Mentored team members into Project Managers, Business Analysts and Technical Solution Providers

• Collaborated with business stakeholders in determining requirements, project plans and design documents for critical business initiatives• Designed and led development on a music licensing platform (C# / .NET / AJAX / SOAP Web Service / MSSQL – 500k lines of code 75% .NET / 25% SQL, 1000+ C# classes, 300+ db tables, 80+ SSRS Reports), resulted in 50% increased revenue to $340 million over 5 years• Empowered customers to search, stream, download music (Mp3 to studio quality masters in .WAV format) worldwide from catalog of over 2 million recordings, with a wide array of search criteria including artist, title, label or chart position with a multilingual website that included cross platform / browser compatibility (PC / MAC – IE / Firefox, Safari, Chrome) in over a dozen languages and company regions• Scaled worldwide to handle 10s of thousands of users, by using a load balanced web-farm environment• Architected and built highly performing Web SOAP API interface to Sony DADC to get millions of digital download assets and provided secure download links to customers for downloading of music assets• Enabled internal users to manage content / application themselves requiring less support by IT with a comprehensive multilingual FAQ, help and content management system• Led multiple development teams, including on-site, off-shore and vendor resources spread across five time zones and three continents • Built an off-shore team (25 members): this team was held up as a model for how outsourcing could work within the company

• Designed and developed a financial interface and reporting database to the general ledger system (ASP / ASP.NET, Microsoft SQL Server)• Performed data conversion and integration to various systems using MS SQL Server and SOAP Web Service• Built a music “Lyric” Search appliance with full-text search capability using .NET / C# and MSSQL Server

• Interfaced various enterprise systems (financial, label-copy) using .NET / C# BizTalk and SOAP web-services• Enhanced Studio Billing system with the ability to print multi-page custom built reports to printer or PDFs (Windows programming in C++ and .NET C#)• Designed and built a reporting module on using Microsoft Reporting Services and ad-hoc reporting tool which allowed users to view key business metrics to help them better manage the business

• Developed Crystal reports and ASP web pages for Financial Data-warehouse

• Principle and co-founder - received venture capital as a start-up• Managed application architecture, hiring, training, direction of developers • Worked on multiple projects while remaining hands-on with developmentDesigned / developed applications, some of which included: • Device agnostic WML / HDML converter • SMS Messaging application in Perl / MySQL / QMail with web based administration and end user signups in HTML / WML• Yellow Pages type app (Perl / WML / MySQL) that included device detection, redirection, user registration, location detection and customizable categorization.• Streaming-video interviews (PHP / MySQL) Extranet site for management of candidate interviews

Responsible for training and oversight of developers, as well as architecture of projects. Various projects included:• Design / developed e-Commerce solution utilizing open source components in PHP / MySQL• Redesigned website / database that scaled to 15 million hits a month in Perl / MySQL• Using PHP / Perl / MySQL architected and implemented a pop-up video player using Real / Windows media • Performed ASP to PHP code conversions• Imported data into MySQL from other data sources

Designed, and developed a CRM application, along with installation program (InstallShield) and help file (RoboHelp) written in C++ / Windows MFC classes with a SQL Server or Access database backend. Trained and oversaw personnel assisting developing and testing software.

In the Peter Norton Group, performed systematic testing on Symantec’s Norton Anti-Virus for NetWare product. Various projects included:• Created test plans for interim releases• Designed and developed various test tools in C++• Maintained and updated code statistics database• Analyzed and reported on code metrics for the current build of the product

Researched and recommended new technologies which included ODBC and Java. Instituted software peer reviews, changes to coding practices and testing procedures. Troubleshot network (Netware 3 / 4) and Windows Server issues (WinNT). Design / built various tools that included: • SQL database management tools• Data entry screens • Tech support tools • Conversion / upgrade / repair tools / low level file access routines