Experience

SendSafely

• United States
• Software Development
• 1 - 100 Employee

• Director of Technical Support

  • Jun 2020 - Present

  SendSafely is an end-to-end encryption platform for secure file exchange and confidential email. SendSafely is an end-to-end encryption platform for secure file exchange and confidential email.



Threat Stack, Inc

• United States
• Computer and Network Security
• 1 - 100 Employee

• Manager Customer Support Engineers

  • Jun 2019 - Jun 2020

  Accomplished technical support engineer with more than 10 years supporting SaaS products. With excellent verbal, written communication skills with an emphasis on troubleshooting complex customer technical issues. Experience with a multitude of technologies and operating systems and A knack for bridging the gap between the customer and internal technical resources. I pride myself on my commitment to customer experience.

• Senior Support Specialist

  • May 2016 - Jun 2020

  Threat Stack enables businesses of all sizes to securely leverage the benefits of cloud computing by identifying and verifying insider threats, external attacks, and data loss in real time.As a founding member of the Threat Stack customer support team I am responsible for supporting our customers in a timely fashion as well as writing documentation and working with our engineering team.  Instrumental in standing up and mentoring a new support team Build process and policy for Support Department Audit and create customer facing documentation Write and monitor engineering tickets Support customers with the installation of our Linux agent and AWS integration



Lattice Engines

• United States
• Software Development
• 1 - 100 Employee

• Senior Technical Support Engineer

  • Mar 2015 - Apr 2016

  Create, maintain, and support an IIS/MSSQL based software hosting center for a Big Data for Sales product. Including managing of release cycles, reporting and resolving discovered defects, and implementing customization solutions for end users.

• Platform Operations Engineer

  • Jan 2013 - Mar 2015

  Create, maintain, and support an IIS/MSSQL based software hosting center for SalesPRISM, including managing of release cycles, reporting and resolving discovered defects, and implementing customization solutions for end users.

• Customer Support Anaylst

  • Jun 2011 - Jan 2013



Constant Contact

• United States
• Advertising Services
• 700 & Above Employee

• Tier 2 Senior Customer Support Representative

  • Oct 2007 - Jun 2011

  Support internal tier1 reps via chatAssist customers via escalated ticket and phone supportEmail Authentication Subject Matter Expert (SME) for Tier 2 departmentTrain peers on Email Authentication and Deliverability processes Responsible for internal projects including template testing and authentication supportWork cross-functionally with Training, Product Strategy and Mail-Ops groups

• Product Specialist

  • Jul 2009 - Feb 2010

  Manage projects for new product creationEscalate projects behind schedule in order to meet departmental deadlinesBuild and maintain list of security and compliance enhancementsPrepare use cases for product enhancements

• Customer Support Representative

  • Apr 2007 - Sep 2007

  • Technical support representative for the company’s web based software package• Telephone and Chat support of customers for entire product suite• Billing inquires for clients’ accounts• Promoted October 2007



New England Office Supply

• United States
• Retail Office Equipment
• 1 - 100 Employee

• Sales Support Representative

  • Jul 2005 - Mar 2007

  • Prioritize tasks while maintaining customer focus • Handle incoming customer service requests via phone, fax and email • Responsible for up-sell of company products • Prioritize tasks while maintaining customer focus • Handle incoming customer service requests via phone, fax and email • Responsible for up-sell of company products



Redcats USA

• United States
• 1 - 100 Employee

• Inventory Management

  • Jan 2004 - Jul 2005

  Verified inventory on four company websites and maintained it with the mainframe database Audited four websites for image errors

• Email Deployment Specialist

  • Jan 2004 - Jul 2005

  Proofed and deployed email campaigns for national catalogs Edited HTML code and worked with web clients to build email campaigns Liaison between project managers and marketing managers



New England SHO Specialists

• Co-Owner

  • Jul 2002 - Jan 2004

  Owned an operated a small auto maintenance and upgrade shop. Performed repairs and upgrades to high performance cars. Owned an operated a small auto maintenance and upgrade shop. Performed repairs and upgrades to high performance cars.



Amica Mutual Insurance

• IT Assistant

  • Jan 2001 - Jul 2002

  Led the initiative to set up hardware for remote branches Maintained T1's between national branches Attended to networking hardware and connectivity issues within company Led the initiative to set up hardware for remote branches Maintained T1's between national branches Attended to networking hardware and connectivity issues within company



Decision Research Corporation

• United States
• Software Development
• 100 - 200 Employee

• Computer Specialist

  • Jun 2000 - Dec 2000

  Setup and maintained all computer and network hardware as the companies sole computer and network administrator Coordinated office move, including transfer of computer systems Worked with counterparts from corporate headquarters located in Hawaii Setup and maintained all computer and network hardware as the companies sole computer and network administrator Coordinated office move, including transfer of computer systems Worked with counterparts from corporate headquarters located in Hawaii