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Work Background
KalamunaSenior Support Manager
Feb. 2024 - Feb. 2025
Pantheon PlatformManager, Technical Migrations
Jul. 2022 - Oct. 2023Cobble Hill, British Columbia, CanadaOrchestrated the successful migration of websites to Pantheon, leading a global team and enhancing collaboration across time zones.
Initiated recruitment and development strategies, building a robust technical migrations team from the ground up.
Implemented process improvements, significantly boosting efficiency and streamlining operations.
Pantheon PlatformSolutions Consultant
Nov. 2021 - Jul. 2022Crofton, British Columbia, CanadaScoped and aligned pre-sales deals with professional services capabilities, enhancing customer satisfaction and service delivery.
Automated workflows between Salesforce and Jira, improving operational efficiency and reducing manual tasks.
Fostered strong relationships with stakeholders, ensuring seamless project handoffs and implementations.
Pantheon PlatformEngagement Manager, Migrations team
Jan. 2020 - Nov. 2021San Francisco Bay AreaManaged complex website migrations, coordinating with clients and internal teams to ensure smooth transitions to the Pantheon Platform.
Acted as the primary client liaison, maintaining strong relationships and ensuring all migration requirements were met.
Led cross-functional teams to deliver cohesive migration strategies and executed post-migration improvements based on client feedback.
Pantheon PlatformSupport Manager
Jan. 2019 - Dec. 2019San Francisco Bay AreaDirected the US support team, achieving CSAT targets and maintaining high service quality.
Played a pivotal role in establishing a 24/7 support model, enhancing customer support and satisfaction.
Analyzed performance metrics to drive continuous improvement in support processes and team development.
Pantheon PlatformEscalation Manager
Aug. 2016 - Jan. 2019San Francisco, CaliforniaManaged US Pacific hours support team, focusing on escalated issues and enterprise client communication.
Maintained a 24/7 on-call status to ensure immediate response to high-severity client issues.
Developed long-term client relationships, turning challenging escalations into opportunities for engagement and feedback-driven improvements.
Pantheon PlatformTeam Lead, Dashboard Support
Mar. 2016 - Aug. 2016San FranciscoLed the global dashboard support team, enhancing the user experience for the platform's front-end.
Collaborated with development and product teams to translate user feedback into actionable platform improvements.
Evaluated team performance metrics, driving initiatives to improve customer satisfaction and response times.
Pantheon PlatformSenior Customer Success Engineer
Jun. 2014 - Mar. 2016San FranciscoRecruited by Pantheon as the first Senior Customer Success Engineer. Pioneered the remote work model for the Customer Success team, setting a standard for future remote engagements.
Managed complex customer inquiries and technical issues, ensuring high-quality support and customer satisfaction.
Conducted comprehensive training for team members, enhancing their technical skills and customer service capabilities.
Woodward Design GroupDeveloper
Aug. 2013 - Jun. 2014Chico, California AreaDeveloped a variety of Drupal websites, ensuring they were secure, scalable, and met diverse client needs.
Implemented responsive designs and conducted site optimizations to improve performance and SEO.
Worked closely with cross-functional teams to ensure a unified approach to web development and client satisfaction.
IT consultant Self EmployedFreelance Developer
May. 2013 - Aug. 2013CaliforniaProvided comprehensive Drupal solutions, from conceptualization to launch, with a focus on non-profit and creative sectors.
Managed projects independently, ensuring timely delivery and adherence to budget constraints.
Conducted client training on Drupal management, fostering client autonomy and long-term website success.
SugarkubeManaging Director
Jan. 2011 - May. 2013Sheffield, Los Angeles, San Francisco Bay Area, VancouverDrupal Expertise: Leveraged deep knowledge of Drupal to offer a broad range of web solutions, from personal blogs to commercial sites, intranets, and tailored systems. Government Collaboration: Collaborated with governmental entities, bringing in expertise to upgrade and refine their digital presence to match current standards and requirements. Private Sector Consulting: Served as a trusted consultant for private clients, offering insights and recommendations to improve existing websites and digital strategies. Bespoke Solutions: Oversaw the creation of custom systems tailored to specific client requirements, ensuring functionality and scalability. Stakeholder Engagement: Built and maintained strong relationships with clients, vendors, and partners, ensuring long-term collaborations and repeat business.
HoverstatePrincipal Technologist
Jan. 2011 - Jan. 2012San Francisco Bay Area/Los AngelesRecruited by HoverState as Drupal lead on projects for prominent American health care insurance provider. Coordinated and led diverse development teams spanning the US, UK, Ireland, India, and China, ensuring cohesion, effective communication, and consistent output across geographies. Oversaw the architectural blueprint of the site, ensuring it met the complex requirements of the healthcare sector and could accommodate a vast user base. Acted as the primary liaison between the agency, on-site technical staff, and client management, streamlining communication and decision-making processes. Fostered a culture of continuous feedback, regularly consulting with the client and end-users to refine functionalities and features throughout the development process.
South Yorkshire PoliceWeb Services Developer - Team Leader
Jan. 2003 - Sep. 2011Sheffield, United KingdomInternet and Intranet development. I was responsible for the planning and development of a large scale organisation wide Drupal multisite with integrated SOLR search. I recruited additional team members and was responsible for their training and development. Coordinating migration of existing content. Development of training for and training of users of system. Caretaker chair of National Police Web Managers Group. First police force worldwide to use podcasts - http://www.macworld.co.uk/mac/news/?newsid=12733 Compliance with Disability Discrimination and Freedom of Information legislation. Liaison with all departments and other police organisations both UK and international (FBI National Academy Associates, United Kingdom Human Trafficking Centre) Repeated rapid delivery of mission critical applications (UK Crimemaps were integrated into SYP call centre procedures to deliver local priorities) Public sector websites are complex and frequently under resourced and underfunded. During my time in this position at South Yorkshire Police I was responsible for driving the Force's websites both internal and external to move from static Frontpage built sites to the Drupal content management system the platform they are using today. This Open Source approach has been adopted by many other public sector organisations since SYP first started using Drupal in 2006.
South Yorkshire PolicePolice National Legal Database Updater
Jan. 2001 - Jan. 2003Management of a localised version of the Police National Legal Database which included local force policy. Timely and accurate updates to provide policy and procedural instructions for officers and staff. Monthly archiving of all data to provide an accurate record of policy and procedure in case of disciplinary action. I created a database which kept track of review dates of all policies and procedures which is still in use today. During my time in this role I started to work alongside the Intranet manager who was responsible for a forcewide FrontPage intranet. I found that there were many ways to improve all the static sites we had running. I started learning about PHP and MySQL and developed the first dynamic sites for staff to use. The first project was an online document catalogue which had previously been available to a small team as an access database.
South Yorkshire PoliceCriminal Justice Unit Admin Support
Jan. 2000 - Jan. 2001Sheffield, England, United KingdomDaily processing of custody sheets - adding charges to Police and Court computer systems, file tracking, ensuring file completion for Crown Prosecution Service at Magistrates Court, and for CPS and defence at Crown Court. Delivering case files to courts daily. Supplying officers with required information including records of taped interviews, case files, copies of evidence etc.
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