Requests
3
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
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
Intch is a Professional Networking App for the Future of WorkSee more people like Marty on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
489368 people
24
Data Scientist Intern @ Newell Brands
16
Program Manager @ DISH Network
18
Senior Software Engineer @ EarnIn
111437 people
42
Senior Mining Engineer @ Riot blockchain
16
CEO/Data Engineer and Consultant @ Propeltech Services LLC
24
Managing Manager @ INGENTA HIRING