Experience

Amperity

• United States
• Software Development
• 200 - 300 Employee

• Manager, Customer Solutions Engineering

  • Mar 2020 - Present

• Customer Solutions Lead

  • Dec 2018 - Mar 2020

• Customer Solutions Engineer

  • Aug 2017 - Dec 2018

  Amperity is the worlds first intelligent customer data platform, utilizing machine learning to stitch customer records across disparate data sources that have no common keys.I joined Amperity shortly before the company left stealth mode, and I am tasked with delivering value for customers through their entire lifecycle - from pilot, to conversion, to build, and sustain.- Act as lead configurator during pilot cycle for prospective customers, leading technical overview sessions during executive checkpoints- Act as lead configurator while onboarding newly converted customers- Utilize three SQL dialects (Apache Drill, Apache Spark, and PrestoDB) to build end to end customer solutions- Build custom data models for customers to support use cases- Transform and ingest data from all various sources, shapes and formats- Train customers on the Amperity platform and their solution- Utilize Linux/Bash and python scripts for data manipulation and ingestion- Own customer support processes Show less



Interana

• United States
• Book and Periodical Publishing

• Technical Customer Success Manager

  • Jul 2016 - Aug 2017

  Interana is the worlds first real time event data analytics platform. I joined Interana as the first remote TCSM working directly with the largest platform deployment for the largest account. Duties included: - Configure customer clusters in AWS and Azure - Utilize Linux/bash and python scripts to administer customer clusters - Utilize SQL to administer customer databases - Transforming and ingesting JSON data structures - Training customers and advise on various analytics questions - Work closely with engineering, products, and support to resolve customer issues and drive product improvements Show less



Apptio

• United States
• Software Development
• 500 - 600 Employee

• Manager, Customer Success Engineering

  • Sep 2015 - Jul 2016

  The Customer Success Engineer at Apptio is directly responsible for the technical health of our largest, most strategic accounts. In my role, I am leading a global team CSEs to make our accounts successful on the Apptio platform.

• Customer Success Engineer

  • Jun 2014 - Sep 2015

  In my current role I provide technical and operational account management for our largest strategic accounts.- Support and maintain my assigned group of strategic accounts who have implemented the Apptio SaaS solution, resolving customer issues in a timely fashion.- Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.- Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.- Use business and technical analysis skills and knowledge of IT environments to solve complex issues.- Perform performance reviews of implementations to resolve escalated issues, and develop technical best practices.- Work with the product management and development organizations to channel client feedback and solutions into future releases of the Apptio product suite, improve product supportability, and share technical learning’s across the Customer Success organization.- Collaborate with other departments in the company to achieve customer satisfaction.- Be a subject matter expert on Apptio, in a technical and business domain, and mentor other Technical Support Engineers.- Present technical details to all levels of customer management- Provide strategic technical guidance, mentorship and enablement on the Apptio product. Show less

• Principal Technical Support Engineer

  • Jan 2013 - Jun 2014

  Assisting in building a world class support team for a high growth start-up that is creating a new enterprise software category. Focusing on team mentor-ship, process, relationship building, operational efficiency, and expansion while maintaining high customer satisfaction.

• Senior Technical Support Engineer

  • Dec 2011 - Jan 2013

  I was the first support engineer hire at Apptio.



Mercent Corporation

• Senior Technical Support Engineer

  • Apr 2011 - Dec 2011

  Support Engineer for online channel marketing software. Support customized product data feeds from merchants to Amazon, eBay, and 50 other comparison shopping engines. Also achieving success by providing high level troubleshooting knowledge to a junior support team, as Mercent is leaving the startup phase after 5 years. -Supporting over 150 incoming merchant data feeds to Mercent Retail, all with custom integration transform logic to support their business needs. -Troubleshoot product configuration issues through database queries and various application configuration settings. -Troubleshoot data transformation issues by analyzing XML, XSLT’s, and XSD’s. -Analyze JavaScript based tracking for validating order conversions from various shopping engines. -Analyze, manipulate and troubleshoot reporting and raw data feed files in Excel. -Communicate effectively with developers and QA to resolve defects/issues -Assist in building support team processes on a junior support team, provide expertise in troubleshooting scenarios. Show less



Consona Corporation

• United States
• Software Development
• 100 - 200 Employee

• Senior Technical Support Engineer

  • May 2006 - Mar 2011

  Senior Support Engineer and Escalation Engineer for Enterprise CRM application. • Supported large scale enterprise CRM software with many different data and presentation tiers. • Employed advanced support skills to work with over 10 accompanying products that interact with the main CRM application. • Worked with MS SQL, COM+, IIS, and MS Office in windows server environments to break down issues in every tier. • Assisted customers with building customizations at the database, business tier (COM), and presentation tier (web front end) levels utilizing T-SQL, Stored Procedures, JavaScript, VBScript, and ASP. • Assisted customers with integrating third party applications through web services with SOAP and XML. • Worked closely with engineering on priority bugs and provided input in triage meetings • Served as escalation point for team members to provide last line of support before engineering escalation. • Provided QA resources for new versions. • Developed KB articles for important solutions Show less