Experience

AlmaLinux

• United States
• Software Development
• 1 - 100 Employee

• Chair Of The Board Of Directors

  • Oct 2021 - Present

  When the time came for Igor to step down from the leadership of AlmaLinux, it was an honor to be elected by the remaining board members to carry forward our vision of being the best community (-owned, -built, and -delivered) enterprise linux available. • Further solidified the community-centric approaches to all things AlmaLinux. • Built operational and structural resiliency into the foundation. • Represented the interests of the foundation in various public spaces and… Show more When the time came for Igor to step down from the leadership of AlmaLinux, it was an honor to be elected by the remaining board members to carry forward our vision of being the best community (-owned, -built, and -delivered) enterprise linux available. • Further solidified the community-centric approaches to all things AlmaLinux. • Built operational and structural resiliency into the foundation. • Represented the interests of the foundation in various public spaces and presentations.

• Director, Board of Directors

  • May 2021 - Oct 2021

  AlmaLinux OS is an open-source, community-owned Linux operating system that fills the gap left by the discontinuation of the CentOS Linux operating system. AlmaLinux OS is a 1:1 binary compatible fork of RHEL® guided and built by the community. As part of the AlmaLinux user community, I was overjoyed to join the board of directors for the AlmaLinux OS Foundation, and help ensure we stayed strictly inline with our idealistic goals of complete transparency and community-focused development.



Microsoft

• United States
• Software Development
• 700 & Above Employee

• Open Source Security Program Manager

  • Aug 2022 - Mar 2023

  Open Source Leadership is a huge priority for Microsoft, and in this role I am absorbing a lifetime of experience from my coworkers while leading AlmaLinux and participating in the OpenSSF.



Progress

• United States
• Software Development
• 700 & Above Employee

• Manager, Community and Developer Relations

  • Mar 2021 - May 2022

  This role helped to shape and start the next era of engagement with the Chef community. This team was responsible for developer advocacy, community strategy, and practitioner skill development through the Learn Chef platform. • Managed the of delivery of a digital version of our annual user event, ChefConf, attracting 3000 attendees • Rebuilt the Developer Relations team managing all of our learning content, live streams, and public user support across 6 distinct platforms. •… Show more This role helped to shape and start the next era of engagement with the Chef community. This team was responsible for developer advocacy, community strategy, and practitioner skill development through the Learn Chef platform. • Managed the of delivery of a digital version of our annual user event, ChefConf, attracting 3000 attendees • Rebuilt the Developer Relations team managing all of our learning content, live streams, and public user support across 6 distinct platforms. • Drove internal adoption of an open source approach to community building and software building for an influx of 150+ new employees at all levels.

• Senior Community Strategist

  • Oct 2020 - Mar 2021

  This role was a title change with some additional responsibilities over the Community Manager role, offered as part of the Progress Software acquisition of Chef. • Mentored the Developer Advocates in the execution of various initiatives to help build and nurture a user and a contributor community • Helped the Developer Advocates keep the community informed of projects, initiatives, goals, and objectives through information sharing and content creation • Engaged constantly with… Show more This role was a title change with some additional responsibilities over the Community Manager role, offered as part of the Progress Software acquisition of Chef. • Mentored the Developer Advocates in the execution of various initiatives to help build and nurture a user and a contributor community • Helped the Developer Advocates keep the community informed of projects, initiatives, goals, and objectives through information sharing and content creation • Engaged constantly with internal stakeholders to ensure information is being shared in a timely and constructive manner with the external community



Progress Chef

• United States
• Information Technology & Services
• 100 - 200 Employee

• Community Manager

  • Nov 2019 - Oct 2020

  This position was brand new to Chef, created to help the Chef leadership team sharpen and solidify its approach to the Chef community. • Re-imagined the Community strategy to grow and sustain a healthy community • Assisted in defining the community voice, guidelines, working with community-facing representatives to ensure that voice is understood and used • Developed, maintained, and ensured cross-team adoption of platform-agnostic Community Moderation Guidelines



cPanel

• United States
• Software Development
• 100 - 200 Employee

• Manager of Community Engagement

  • Aug 2017 - Nov 2019

  Houston, Tx This position was created as a result of the overwhelming success of my efforts as Community Manager. The increase in feedback and engagement from our user community was obvious to everyone in the company and brought a renewed excitement to the development staff. * Built a team, expanding from 1 to 3 Community Managers, and adding an event planner. * Launched the cPanel Slack and Discord Channels, gaining over 500 users in the first month. * Managed a $975,000 annual budget… Show more This position was created as a result of the overwhelming success of my efforts as Community Manager. The increase in feedback and engagement from our user community was obvious to everyone in the company and brought a renewed excitement to the development staff. * Built a team, expanding from 1 to 3 Community Managers, and adding an event planner. * Launched the cPanel Slack and Discord Channels, gaining over 500 users in the first month. * Managed a $975,000 annual budget, ending each year within 3%. * Increased cPanel Conference sponsors by 230%, and sponsorship funding by 800%. * Owned the complete feedback loop for the product, from betas to features.cpanel.net to deprecation.

• Community Manager

  • Mar 2016 - Aug 2017

  Houston, Texas Area This position was brand new to cPanel, filling a need for communication between cPanel's Developers and its community. I was called on to be intentional about our approach to gathering customer feedback, identifying end-user evangelists, and building brand recognition. * Built a customer feedback program, bringing 8 - 10 customers to our headquarters 4 times per year. * Refocused the annual cPanel Conference leading to 5 times the attendees, and an overall (attendee, sponsor, and… Show more This position was brand new to cPanel, filling a need for communication between cPanel's Developers and its community. I was called on to be intentional about our approach to gathering customer feedback, identifying end-user evangelists, and building brand recognition. * Built a customer feedback program, bringing 8 - 10 customers to our headquarters 4 times per year. * Refocused the annual cPanel Conference leading to 5 times the attendees, and an overall (attendee, sponsor, and volunteer) satisfaction rating of 4.7/5. * Increased interactions from the community through social media by 804%, and feature request and partner plugin submissions by 527%

• Technical Analyst II

  • Oct 2013 - Mar 2016

  This was a frontline support position for webhosts using cPanel & WHM to manage their servers. •Resolved 3000+ support requests while maintaining a 9.6/10 customer rating. •Authored internal and external training and documentation for 10 new product features. •Built and delivered product training to new Enterprise clients.



Liquid Web

• United States
• Technology, Information and Internet
• 200 - 300 Employee

• Monitoring Department Head

  • Jul 2011 - May 2013

  Lansing, Michigan Area I returned to the Monitoring department to help stablize the product and the department, bringing us back to the front of the industry by establishing new levels of responsiveness and customer satisfaction. •Reduced alert resolution time by 30% and customer complaints by 95% in the first 3 months. •Managed all technical and documentation aspects of our 40+ server monitoring system for our 19,000+ servers, and 30,000+ clients. •Worked closely with other department managers to… Show more I returned to the Monitoring department to help stablize the product and the department, bringing us back to the front of the industry by establishing new levels of responsiveness and customer satisfaction. •Reduced alert resolution time by 30% and customer complaints by 95% in the first 3 months. •Managed all technical and documentation aspects of our 40+ server monitoring system for our 19,000+ servers, and 30,000+ clients. •Worked closely with other department managers to reduce or repair pain points with Monitoring.

• Quality Control Supervisor

  • Mar 2011 - Jul 2011

  This position was new in March of 2011. The goal of this position is to provide consistent and appropriate feedback to all staff that interact with the public, ensuring that the customer experience consistently exceeds their expectations. My experience both as a Manager and as an Evangelist provide me with a unique insight, and lend perfectly to this position. As the first Quality Control Supervisor it was my duty to define and communicate all expectations around the tone and delivery of… Show more This position was new in March of 2011. The goal of this position is to provide consistent and appropriate feedback to all staff that interact with the public, ensuring that the customer experience consistently exceeds their expectations. My experience both as a Manager and as an Evangelist provide me with a unique insight, and lend perfectly to this position. As the first Quality Control Supervisor it was my duty to define and communicate all expectations around the tone and delivery of customer interactions, as well as ensure that those guidelines were being followed. I developed the data analysis and rating systems with an understanding of statistics, a consideration for human limitations, and measuring the performance of each individual against an expected level of ability with relation to their length of employment and amount of training. In addition, I used the data I found to recommend process changes and adjustments to ensure continued overall health of the Heroic Support Product.

• Lead Evangelist

  • Mar 2010 - Apr 2011

  As the first Evangelist at Liquid Web I managed the complete online image of two brands: Liquid Web and Storm On Demand. I worked to actively engage and grow our already large fan base. Under my control both brands gained the reputation of being helpful and outgoing by a growing, active, and aware audience on the Twitter and Facebook. The brands increased their followers by 50%, and their views and interactions by over 900% between April and December of 2010. On a daily basis I was… Show more As the first Evangelist at Liquid Web I managed the complete online image of two brands: Liquid Web and Storm On Demand. I worked to actively engage and grow our already large fan base. Under my control both brands gained the reputation of being helpful and outgoing by a growing, active, and aware audience on the Twitter and Facebook. The brands increased their followers by 50%, and their views and interactions by over 900% between April and December of 2010. On a daily basis I was responsible for researching, writing, editing, and publishing topical knowledge-base articles and Twitter and Facebook content, as well as planning and writing all customer newsletters and emailed communication. I also acted as an Internal Evangelist in multiple ways not limited to creating and implementing a reward system based on customer feedback, and planning company team building events. I have acted as mentor and advisor to many of the Department Heads in the company. Our Management Team was small enough that we all shared the responsibility of managing internal projects, so I was called on to act as a leader on a wide variety of internal projects. I have managed everything from the creation and implementation of a new billing interface, to the development and implementation of a plan to replace outdated monitoring infrastructure. I was the facilitator between our development team and the general staff to effectively and clearly communicate large code and interface changes. This responsibility required the ability to correctly interpret development documentation, anticipate potential problems, ask pertinent questions of the development team, and to create training materials that will allow me to teach those changes to people of widely varying skill levels.

• Monitoring Department Supervisor

  • Mar 2007 - Oct 2010

  In this position I dealt with all aspects of building the Monitoring Department and the Sonar Monitoring Product from scratch. I designed core internal processes that are still in use and have become company wide standards, defined departmental responsibilities, and built the training and review processes that are were later implemented by me in the Quality Control role company-wide. I decided which metrics were used in judging performance of the technical staff and the department as a whole… Show more In this position I dealt with all aspects of building the Monitoring Department and the Sonar Monitoring Product from scratch. I designed core internal processes that are still in use and have become company wide standards, defined departmental responsibilities, and built the training and review processes that are were later implemented by me in the Quality Control role company-wide. I decided which metrics were used in judging performance of the technical staff and the department as a whole. As the management member of the department I chose, trained, and mentored members of the team, many of which have moved to Supervisory and Management level positions at LiquidWeb and other companies. The crowning achievement, and most rewarding challenge of this position was building the industry leading Sonar Monitoring product. The product was built using the input of our customers, and significant market research. I composed an engaging survey which resulted in large response from our customers, researched what our competitors were and were not offering and found the most common complaints about the monitoring service of our competitors, analyzed and distilled the data, and presented it to the Executive Board in order to get my projects moved to the front of the development timeline. As an ongoing process, I communicated with our most important and vocal customers about what they wanted to see from us.

• Technical Support Technician

  • Sep 2006 - Mar 2007

  As a technical support technician at the then 30-person Liquid Web, I participated in all aspects of support. Included were support and sales by phone and email. We shared monitoring, hardware troubleshooting, and setup responsibilities. Daily we were responsible for responding to customer requests for software installation, training, and troubleshooting. As a Fully Managed Dedicated Host, we supported the LAMP stack and cPanel. In order to outshine our competitors, we also offered… Show more As a technical support technician at the then 30-person Liquid Web, I participated in all aspects of support. Included were support and sales by phone and email. We shared monitoring, hardware troubleshooting, and setup responsibilities. Daily we were responsible for responding to customer requests for software installation, training, and troubleshooting. As a Fully Managed Dedicated Host, we supported the LAMP stack and cPanel. In order to outshine our competitors, we also offered what is called Best Effort Support. Under this umbrella we would work with our customers through any error that they were seeing in any software, attempt to identify the error and correct it wherever possible. This only served to strengthen my troubleshooting abilities, and encouraged familiarity with many different pieces of third party software.



Smart Networks Corporation

• Contractor

  • Feb 2006 - Sep 2006

  The original project included solely the wiring of every office in the building for a new VOIP telephony system. The existing infrastructure, however, was old and (at best) not well documented. A three story building (including the basement) that was originally built as a department store, and later converted to an office building, was not as interested in being brought into the modern age of technology as you might have imagined. I was on site daily for six months, working largely… Show more The original project included solely the wiring of every office in the building for a new VOIP telephony system. The existing infrastructure, however, was old and (at best) not well documented. A three story building (including the basement) that was originally built as a department store, and later converted to an office building, was not as interested in being brought into the modern age of technology as you might have imagined. I was on site daily for six months, working largely independently to maintain the project's schedule. The project eventually included re-wiring, tracing, and documentation of the existing LAN and telephony networks, Windows Desktop administration, further wiring and troubleshooting on multiple accounts in multiple physical locations, as well as on-call support for the same collection of clients. Show less



White Rabbit Toys

• Assitant Manager

  • Sep 2001 - Jan 2002

  Managing all in store operations, including scheduling of between 5 and 7 people between two locations, helping unhappy customers, and managing stock and displays. Assisting in the closing of the store at the end of the Holiday season.