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Work Background
J. StreicherChief Technology Officer
Jun. 2020 - Nov. 2022Dublin City, County Dublin, IrelandAs the CTO of J. Streicher, I overlooked all technological matters and aspects of the financial business. Restructured their technical infrastructure. Created security procedures for data storage and safety.
EnigmaSoft LimitedShareholder and Advisor Chief of Customer Success, International Development and Systems
Jan. 2016Short Summary: As the Chief of Technical Support and Customer Success, I am responsible for creating, developing, and maintaining corporate customer relations activities in the call center, sales, marketing, user interface, finance (billing), fulfillment, and post-sales support. As the Chief of International Development, I am responsible for all aspects of sourcing, including overseeing implementation and deployment, maintenance, and security protocols of international sites for the company's various departments. Job Description: As the Chief of Technical Support and Customer Success, I oversee the company's customer service, technical support, and sales teams, including all aspects of its day-to-day work. I analyze company data to see precisely what the department is working on, how it solves customer issues, and any necessary procedure changes. In my role, I like to execute many of the initial tasks myself to get proper intel to make the execution process more efficient. On the technical support side, I oversee the development of all related software for technical support, system analyses, and reporting. I also oversee the recruitment and training of managers and staff and implement protocols for productivity and efficiency. On the sales side, I create protocols and scripts for sales calls, implement sales techniques, oversee and monitor sales calls, and help create analytic systems to monitor the development and efficiency of the sales team. As the Chief of International Development, I oversee the company's expanding market and needs, determine suitable locations for new offices, and oversee all aspects of implementation and maintenance of those locations, including infrastructure, contracts, building relationships with local stakeholders and contractors, operation, personnel, and security.
MalaspinaMedia, LLC.Founder and President
Sep. 2007Ansonia, Connecticut, United StatesMalaspina Media produces high-quality front-end mobile applications and highly structured back-end solutions and integrates them with marketing strategies to boost our client’s clientele portfolio and grow the client’s business. At Malaspina Media, I advise businesses to create and improve their technological structure, interconnect departments, and create foreign business structures for technology, data centers, technical support, and customer service. I also help businesses create mobile applications, websites, email structures, and other technological needs.
Enigma Software Group, INC & Enigma Software Group USA, LLCVice President of International Helpdesk
Jan. 2004 - Dec. 2015I managed all operations related to Technical Support, Software QA, and Internet Research for software development. I optimized the customer helpdesk and improved customer relationships. I reconstructed the technical support department and enhanced ticket-answering methods. I also introduced, implemented, and managed international customer support centers, and finally, I created and implemented new internet research methods to improve their software efficiency. I oversaw the development and updating of customer service procedures that associates can follow to ensure customers receive an effective, fast, and reliable response to concerns. In addition, I was involved in the hiring and training of employees and regularly met with lower-level employees (such as middle managers) to assess and resolve any workplace issues. I also provided information and reports on customer service performance and issues to the upper management. I developed a broad understanding of the technological needs of the company and/or its customers, including the specific technologies accessed by users contacting the organization's tech support team. I also developed extensive knowledge of the software and hardware packages being used by the Company’s customers. I have creative problem-solving skills within the bounds of the financial resources available and am able to see the bigger picture of how the particular problem fits into a larger process for the consumer or user. Using an analytics system, I determined our users’ concerns, distilled the problem to its fundamental concerns, ensured that the user felt looked after by our technical support personnel, and helped solve the problems by explaining things concisely and clearly.
ABC NewsTechnology Advisor
Mar. 2003 - Oct. 2006New York, United States · On-siteProvided technology advice to the graphic department management. Designed, implemented and maintained several rendering farms for various projects, including 2020's Last Day on Earth documentary.
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