My Resume

I am goal and procedure oriented with a focus on detail, sustainability and scale. My love for technology and passion for helping people allow me to be successful in working with and providing oversight and management of best-in-class support and service teams.

Currently based in the Raleigh, NC area, I am open to discussions about opportunities.

More information on my skills, accomplishments, and work history can be found on my LinkedIn profile.

March 2018 – Present : WalkMe
Director, Tier 1 Global Support

Supporting the people supporting the people supporting our customers.

February 2017 – March 2018 : WalkMe
Technical Support Team Lead

Supporting the people supporting our customers.

August 2015 – February 2017 : SugarCRM
Technical Support Engineer

Supporting a world-class CRM offering for SugarCRM’s clients.

May 2015 – Present : Conflux Technologies LLC
General Manager

We’re working on something big, and we’re having fun doing it. It’s all about how to support our organizations, our customers, and our employees. Stay tuned for more!

Some of the things we’re focusing on:

– Imagovating (imagination meets innovation).
– Service reinvention.
– Making things easier for consumers.
– Streamlining things for organizations.

October 2008 – May 2015 : Phoenix Knowledge Ventures, LLC
President

Responsible for integration of boutique service offerings into client environments, while maintaining profitability and ease of support for the business. Primary focuses are on data center and virtualization deployments, custom application hosting and scaling, and development of new business relationships.

Additional responsibilities include management of systems and networks, primarily focused on implementations of:

– BGP (AS54537)
– Dual-Stack IPv4/IPv6 networks
– Citrix XenServer and open source Xen virtualization platforms
– QEMU/KVM virtualization platform

October 2012 – November 2014 : Tapjoy
Sr. Manager, Customer Service

Responsible for a geographically separated customer service team (US/SFO-based and offshore). Also responsible for the management of customer service operations of systems for ticketing / CRM. Organizational lead for offshore vendor relationship.

Primary objectives include process and quality improvement, brand protection, team development, quality assurance, and staff training development.

– Staff management and development
– Management of outsourced vendor relationship, including contract negotiation and implementation
– Department budget planning
– Process improvement to reduce agent handle time
– Process improvement to reduce incident age
– Policy improvement to foster accountability and teamwork
– Introduction of improved workflows for complex issues
The success of the changes implemented is documented here: https://youtu.be/oUMv6nXgUMA

January 2012 – September 2012 : Online Services Division, Citrix Systems
Technical Relationship Manager (Citrix Online)

Dedicated to Customer Relationship Management and positively affecting customer satisfaction and retention by responding to escalated issues, providing private interactive trainings (live and video/on-demand), while applying product knowledge for cross-departmental collaboration to meet the goals of both customers and the organization.

Providing training during the customer flow in the sales pipeline, adding value to the overall product experience while helping to drive adoption and awareness of the product and its features.

Specializing in the IT Support Line of Business, and primarily working with IT professionals in multiple roles throughout a customers organization.

December 2010 – January 2012 : Online Services Division, Citrix Systems
Associate Product Trainer (Citrix Online)

Provided training to customers (both public and private offerings) to ensure successful and continued use of Citrix Online products/services.

Responsible for development and maintenance of training material, and collaboration with Account Managers and Sales Executives to ensure customers needs and requests were highlighted and delivered in all training sessions.

October 2010 – December 2010 : Online Services Division, Citrix Systems
Sr. Global Customer Support Specialist (Citrix Online)

Senior level 2nd tier support agent, responsible for addressing inbound customer inquiries and support requests (phone/email), development of departmental training information, and escalations from tier 1 support agents.

Also responsible for internal tools used in the Global Customer Support department, including intranet website, knowledge base (forums), and internal chat server.

October 2006 – October 2010 : Online Services Division, Citrix Systems
Global Customer Support Specialist (Citrix Online)

2nd tier support agent, responsible for addressing inbound customer inquiries and support requests (phone/email), development of departmental training information, and escalation from tier 1 support agents.

Also responsible for internal tools used in the Global Customer Support department, including intranet website, knowledge base (forums), and internal chat server.

May 2006 – October 2006 : OfficeTeam for Citrix Online
Customer Care Coordinator

Temporary assignment as 1st tier support agent, responsible for addressing inbound customer inquiries and support requests (phone/email).

Also responsible for internal tools used in the Global Customer Support department, including intranet website, and knowledge base (forums).

October 2005 – March 2006 : Perfect Promotional Products (PerfectLine)
Customer Service Associate

Responsible for inbound customer inquiries regarding orders placed, product information, or billing. Also responsible for order entry, verification, and process flow.

February 2005 – October 2005 : USA Petroleum
Treasury Analyst (Temp)

Responsible for validation of store bank deposits, refinery orders and delivery financials, as well as payment to vendors based on accrual of amounts owed across multiple station locations.