Professional info
When you hire me, you will be getting someone who has broad and in-depth technical experience with a view and understanding of the business side of a company and how daily decisions impact the bottom line. This cross-section of business experience enables me to communicate technical issues with technically minded people while being able to switch modes and restate the issues with a business acumen when needed. Having worked hands-on with IT hardware, operating systems, databases, APIs, HTML, and CSS definitely gives me an end-to-end understanding web based technology. Lastly, I embrace coaching and mentoring direct reports and others to enable them to fully utilize their skill sets.
Work experience
Skills
Agile
Budgeting
Coaching
CSS
Data Analytics
E-Commerce
Forecasting
HTML
Management
Program Management
Project Management
SQL
User Experience
Sr Mgr Global Advocacy Operations
Zendesk
September 2016 - Current
I was promoted into this role upon a reorganization in Advocacy to where I was tasked in managing the entire Support Operations Team to continue moving forward and building out process in order to create greater scalability. Along with that, we formalized our approach and relationships with other operational teams at Zendesk which not only help create greater legitimacy of Advocacy in general to the contribution of overall company goals, we also were able to successfully help other teams create greater efficiencies in using our own products.
Support Operations Manager
Zendesk
September 2014 - August 2016
Coming to Zendesk who I considered one the leaders in the industry of customer service and a major leader in disruptive technology, I was asked to bring an experienced and professional mindset to a group of people still in a start-up mentality to a new and upcoming regional office. Once there, I was tasked to spin-up two new teams (data analytics and tools development) under me and manage teams remotely across the globe. It has dramatically increased my experience with time-management and cultural differences in a high-pressure work place.
Customer Support Manager
Snagajob
April 2012 - June 2014
Upon success of resolving a number of issues in our product backlogs, I moved to startup a dedicated team of support agents for all products. I was able to implement a Help Desk software product that helped to streamline efficiency in handling an ever increasing volume of tickets while managing and coaching a team that grew to 8 people in size. All the while, I was involved with a number of stakeholder teams to ensure alignment of support with product and marketing initiatives.
Product Support Manager
Snagajob
January 2012 - March 2012
After transitioning out of the temporary role as a Product Manager, I was tasked with leading a team of engineers to focus on reducing a large backlog of issues across all the product lines. Focusing on prioritizing and determining the best course of action, the team was highly succesfull in resolving a large portion of the backlog.
Product Manager
Snagajob
September 2011 - December 2011
My stint as a Product Manager relied upon me to continue usability testing along with product planning and aligning with Sales and Marketing to continue growth of product sales until a permanent replacement was found to own the product.
Product Specialist
Snagajob
March 2011 - September 2011
At Snagajob during this period, I helped to support a burgeoning E-commerce product by identifying the causes of issues and aligning with the Product Owner and Engineers to instill best practices with both internal and external customers.
IT Analyst
County of Louisa, VA
May 2009 - March 2011
As one of three IT department employees, I helped to support over 250 end users along with over 500 devices. This included servers, networking, telphony, cell phones, desktops and laptops for the county employees along with the Sheriff's office and 911 Center.
IT Manager
Saleztrack
April 2005 - April 2009
Saleztrack was a software startup that built CRM software for automobile dealerships that I joined as employee number 3. While I was helping the company to grow, I was mainly responsible for all product support and implementations of software and hardware, I also contributed to regulalry creating email campaigns along with web landing pages for marketing purposes with our customers. I also managed the creation of print mail campaigns with multiple vendors. Lastly, I was responsible for the management of the day-to-day activities of our outsourced programming teams responsible for creating a new SaaS based product for web leads.
2010 - present
2010 - present
Education
University of Richmond
2012
In 2012, enrolled in and completed the Mini-MBA program offered at the University of Richmond. The program was an immersion to what a full-time MBA program would entail while still providing real world business experience across a number of subjects.
Northern Michigan University
1997 - 2002
I graduated in 2002 with a Bachelor's of Science degree in Computer Science while obtaining a minor in Math at the same time. Prior to moving to a Computer Science major, I spent two years studying Chemistry while doing a research fellowship.