Resume

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SUMMARY

Experienced professional with a measurable outcomes in customer success and technical account management. More than 10 years at leading companies in the tech industry, including SiteLock and GoDaddy. A decade in medical industry technology, where in the area of Pathology Laboratories a notable increase patient turn-around time by an average of 4x, and increased profits by 2.5x. More than 5 years experience with cloud tools, shaping and costs, on average reducing and saving customer's an average $30,000 a year.

SKILLS

Customer Relationship Management Goal Driven Self Managed CRM Experience Customer Service Management Data Driven Atlassian Jira/Confluence Spiro CRM

15+ years Linux Experience Windows Desktop & Server Microsoft Office Python/PERL PHP 5.x/7.x/8.x MySQL / MS SQL

GWAPT Certificate S+ / N+ Certificates HIPAA compliance HL7 / FHIR

WORK HISTORY

Cerebrum 2019-Current
Customer Success Manager / Support Manager / Software Engineer

Translated HL7 results from twelve large reference pathology laboratories in a single format, merging five databases into one (Quest Diagnostics).
Transitioned a lab process previously managed by 120 technicians to a completely hands free procedure, resulting in an increase from 150 total cases per day to 1.3 million (Quest Diagnostics).
Automated a manual process for functional and unit tests executed by a QA team of 40 people, reducing testing time from 3 weeks to 5:23 minutes for 834 tests (Quest Diagnostics).
Facilitated the migration from bare metal to Docker (Rancher) with a senior engineer allowing for 10x speed in deploying updates and scaling Queue Worker containers based on load.
Completely reorganized the Support Department, leading to ticket response time dropping from 5 days to 1 hour, and bug fix deployments being completed in 1-2 days versus 1-2 weeks.
Established end-to-end onboarding procedure for new customers, including training and expectation documentation, IT cost analysis, and post go-live life cycle. This reduced the onboarding timeframe by 66%.
Manage a team of 4 Software Engineers using SCRUM to triage bugs, develop new features, and keep stakeholders informed of status.
Coordinated with cloud engineer to reduce the yearly AWS/OCI budget by 45%, increasing profit margins per customer.
On-site visits with customers to maintain relationships, train new features, and consult on future goals to help assist in reaching those goals. In person visits led to a 25% increase in feature requests.

SiteLock 2016-2019
Web Security Analyst / Web Developer

Joined the Research Team under the Engineering Vice President to analyze malicious code and write definitions to detect and clean said code.
Connected directly with the Marketing Director to design, develop and deploy a new web experience; this resulted in the website going from zero sales to more profit than the entire sales department
Developed a data driven malware trends platform which led to predicted incidents, customer warnings, workforce management shaping, and produced marketing materials, leading to 20% less call on holidays
undertook a machine learning project to test viability of AI detecting malicious code, and potentially writing the malware definition to remove the code. This project concluded in an 89% accuracy.
Implemented a fully-featured shopping cart system without the use of any server-side database information. For 14 consecutive months this experience outsold the sales department for total profit.
Liaised with Amazon's NOC to develop a model identifying phishing sites using Amazon assets, flagging an average 10 malicious websites per day.

SimpleWAN 2014-2018
Security Engineer / PHP developer

Influenced the establishment a new team of dedicated hosting support technicians working outside of sales; This reduced server related call times by 70% and increased sales by 3% for the overall company
Advised with a product manager on a new Cloud Hosting product, bridging support and sales. This allowed sales material to position the product, as a result the refund rate was 35% below anticipated data.
Collaborated closely with the Data Center to manage servers, identifying hardware issues, performing hardware upgrades, restoring back ups. Due to strong communication, 92% of tickets closed in 8 hours or less.
Deployed software to managed agent availability among the Hosting Department in an effort to keep call wait times at within the expected 10 minutes set by management.

Marc Center (Copa Health) 2010-2013
Network Technician

Architected the complete desktop and laptop fleet upgrade from Windows XP to Windows 7 for 700 devices. Upgraded and migrated all PCs in all departments in 3 weeks.
Designed and deployed the back-up network and file server solutions to an off-site facility, including secondary AD, and incremental and continious-back ups
Upgraded all MDF and IDF infastructures including complete rewiring of more than 20 facilities.
Supported more than 500 users for 24/7 healthcare operations.
Created internal support wiki for IT personel and for user self service.
Supported users at more than 40 facilities across a 200 mile stretch.
Migrated legacy applications from Server 2000 to Ubuntu 12.04.
Managed upgrade from onsite MS Exchange to hosted exchange while reducing overall size of the volumes by 70%.

Gamestop 2006-2021
Game Advisor / Senior Game Advisor

Operated a store worth 1.5m in revenue.
Worked with my team to hit weekly, monthly, and yearly targets.
Created a weekly schedule for 15-25 employees.
Managed and tracked a large inventory of items.
facilitated game launches with 500-1000 guests.