Director, IT
Operations, Salesforce.com
7/05 - present
Senior Manager, Technical
Support Services, Convergys Learning Services (formerly DigitalThink)
10/02 - 7/05
Built and managed the daily operations for a Technical Support
department with 14 technical support representatives in India and the
United States. Defined and implemented software and reporting
infrastructure to measure and improve team productivity. Defined and
wrote Service Level Agreements for all support services. Met
regularly with strategic customers to review support issues and
propose improvements to user experience and reduction of support
issues. Resolved escalated and complex support requests, by managing
cross-functional teams of technical and non-technical staff. Defined and managed
to completion support team's quarterly and annual objectives in
alignment with company goals. In first year of team management, opened
a new support operation in Hyderabad, India and reduced total support
requests by over 50% per month.
Manager of Developer Support, DigitalThink
7/01 - 9/02
Managed a team of five engineers providing Tier 1, Tier 2 and Tier 3
support for internal and partner web developers using the DigitalThink
learning platform. Designed and implemented training program in Bangalore and Kolkata to train web producers on all aspects of DigitalThink content
development. Evaluated existing web production processes and
communication channels between India and United States offices.
Identified, documented, and implemented processes to maximize
efficiency of global production operations in both India and the
United States. Represented internal and third-party web developers in
requirements gathering, design and development of proprietary web
production tools.
Developer Support Engineer, DigitalThink
11/00 - 6/01
Provided Tier 1 and Tier 2 support for over 50 partner web
developers creating and deploying courseware on DigitalThink's
proprietary eLearning Platform. Identified operational risks and
costs associated with support tasks and designed online and in-person
training to reduce support costs and increase content productivity.
Drafted and published documentation for ongoing internal and external
web development and support issues. Assisted in the creation and
implementation of standard Statements of Work (SOW) and Service Level
Agreements for all partner development projects.
Project Lead/Web Development, Prospero Technologies (formerly Well
Engaged)
3/00 - 10/00
Managed web publishing and interface design projects related to
web-based community applications implemented with Microsoft ASP.
Managed all aspects of migrating existing customers from JSP-based
platform, including coordination of project tasks and team members
within tight deadlines. Identified and drafted requirements for
upgrades to software, focusing on providing migrated customers with
equivalent features on new platform and bringing code into compliance
with emerging web industry standards.
Product Manager,
Well Engaged
8/99 - 2/00
Created and managed database of software feature requests for
web-based message boards. Drafted feature requirements and
specifications sufficient for development and implementation of those
requests. Met regularly with engineering, marketing, and client
services teams to prioritize software development tasks and product
direction. Managed design implementation and requirements for in-house
web-based community portal, including integration of third-party
applications, and content development.
GUI Engineer,
Well Engaged
9/97 - 8/99
Designed, coded and maintained end-user interface for web-based
message boards running on Java platform. Customized interface
templates for specific customer implementations of message board
software. Drafted documentation explaining end-user and
administrator software features. Conducted in-house and customer
training program explaining software customization and implementation.
Software
Implementation Consultant, The WELL and Well Engaged
9/96 - 9/97
Assisted corporate customers in configuring, launching, and
maintaining online communities using web-based discussion software.
Trained customer's employees in all aspects of community management.
Assisted engineering department in identifying and implementing new
software features and interfaces based on customer feedback. Also,
hosted three featured and one independent conference on The WELL from
12/94 through 1/97.
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