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Work Background
CurbioManager, Application Support
Jan. 2023• Establish and scale Application Support for a rapidly growing company that is technology powered
• Understand operational efficiency and design a plan that allows for constant improvement and scale
• Build and plan for positive team growth across recruiting, training, management, and operations to provide the best support experience for customers
• Establish standards for cross-team collaboration to allow for improvements that help drive the company's mission
• Consistently meet targets for customer satisfaction and issue resolution while continuing to build company reputation and community • Standardize reporting and metrics to provide better insights into the support organization and to create transparency within the company
• Be the voice of the customer by providing Product and Engineering teams continuous feedback and data to prioritize improvements
• Actively collaborate with Product and Engineering teams to help prioritize product roadmap• Understand operational efficiency and design a plan that allows for constant improvement and scale
• Build and plan for positive team growth across recruiting, training, management, and operations to provide the best support experience for customers
Jobox.aiSenior Principal Customer Support
Mar. 2022 - Nov. 2022• Evolve and scale a support team that includes both on-shore and off-shore agents to improve customer engagement and satisfaction
• Understand operational efficiency and design a plan that allows for constant improvement and scale
• Build and plan for positive team growth across recruiting, training, management, and operations to provide the best support experience for customers
• Establish standards for cross-team collaboration opportunities that allow improvements that help drive the company's mission
• Consistently meet targets for customer satisfaction and issue resolution while continuing to build company reputation and community • Standardize reporting and metrics to provide better insights into the support organization and to create transparency within the company
• Establish an incident response plan and a business continuity plan to improve the handling of emergent issues as needed
• Be the voice of the customer and provide Product and Engineering teams with continuous feedback and data to prioritize improvements
• Actively collaborate with Product and Engineering teams to help define the product roadmap
• Use data to help make the company and the team better
• Establish and maintain goals for both the team and individuals on the team to support company goals and growth
• Provide cost analysis reporting to help streamline and improve efficiency
Grand Rounds HealthSenior Product Support Manager
May. 2016 - Oct. 2021Lewiston/Auburn, Maine Area• Joined as the first and only dedicated product support person; defined the support experience and built a team to provide three tiers of 24x7 support across multiple channels
• Defined processes and implemented systems tools to continuously drive scale and improve performance
• Established aggressive SLAs and created the tools to measure and analyze business KPIs to align performance of the team to business needs
• Regularly reported key metrics to senior management, assessed metrics and took appropriate actions to continue to enhance the support capability
• Collaborated with leaders across Customer Success, Engineering, and Product Management to deliver Support insights and to identify action areas for operational improvement
• Established the framework and standards for KB (knowledge base) content and delivery
• Deployed a system that allowed the support team to troubleshoot and correct errors within the product codebase (a Rails-based workflow manager) — significantly reducing engineering resources required for this effort
• Developed automation tools to programmatically spin up training environments pre-loaded with users and other assets required during weekly onboarding training cycles
• Coordinated with cross-functional leadership to create and implement a quality review process to measure service quality to external customers, ensure adherence to contractual obligations
• Coordinated with InfoSec on periodic security compliance and review
• Managed business critical escalation process and resolution, including post-mortems and regular follow ups with stakeholders
• Hired and managed talent virtually and in-person across 3 business locations; successfully transitioned the team to provide fully remote support during COVID-19 lockdowns
• Provided regular coaching and mentoring of direct reports to help achieve career development aspirations and to continue building team excellence
Breaking Orbit Technical Consulting – www.breakingorbit.comPrincipal
Jul. 2002 - Jun. 2016Alameda, CA• Provided business development and project management consulting services for small businesses • Maintained focus on both customer advocacy and company goals by managing projects from inception through on-time delivery
nCircle Network Security, Inc.Installation, Training and Support Engineer
Dec. 2000 - Jul. 2002San Francisco, CA• Planned the deployment and installation of proprietary network security appliances at the client site • Coordinated (and often delivered) the training for the use of the fully-configured system
• Provided personalized, ongoing customer support after each installation was completed
Exactly VerticalLead Client-Side Developer
Apr. 1999 - Dec. 2000• Developed and led a team of developers through five product releases and one beta release
• Participated in design and documentation meetings in support of engineering effort
• Planned development schedules and milestones and led team through milestone completions throughout each development cycle
• Recruited and managed development team
• Trained customer support and product evangelist in use of fully developed releases
• Actively participated in bug reviews and feature reviews for new product development
• Assisted in research and procurement of bug tracking package for use on all products
• Worked with Product Manager to create a vision document to define second-generation project goals for the engineering team
IkonicQA Manager
Mar. 1998 - Apr. 1999San Francisco, CA• Supervised five QA engineers in the routine testing of all websites, server configurations, and other internet-related technology developed at Ikonic
• Standardized the QA process and tools, and designed a central bug tracking system to standardize the approach to reporting defects, tracking bugs, and reporting results.
IkonicSenior System Administrator
Jul. 1997 - Mar. 1998• Provided upper level support for a 150-node, 100-user, multi-platform 10baseT Ethernet network. • Assisted with design, administration and maintenance or a 25 machine centralized server array including several flavors of Un*x, Macintosh, and Windows NT Server.
• Assisted MIS Director with configuration and management of dial-up server and modem banks, DNS servers, firewalls and routers providing T-1 internet connectivity for 2 class-C domains
• Assisted MIS Director with design and implementation of a company-wide helpdesk system, which prior to my departure had logged over 3400 trouble tickets
• Assisted with implementation of company-wide backup system and virus scanning system.
Elliott Portwood StudiosQA Manager
Jun. 1996 - Jul. 1997Petaluma, CA• Provided primary QA direction and guided 3 QA Engineers in black box and white box testing for educational/entertainment software for k-12 children
• Instituted an outreach program with local high schools to provide internships and learning opportunities to juniors and seniors looking for work experience
• Planned and deployed first automated testing procedures
• Assisted with development and editing of digital audio for software use
• Worked with developers to ensure smooth delivery of quality software in a fast paced workplace
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