Experience

Digital Identity Lab of Canada / Laboratoire d'identité numérique du Canada

• Canada
• Technology, Information and Internet
• 1 - 100 Employee

• Senior Director of Program Delivery

  • 2020 - Present

  Ottawa, Ontario, Canada IDLab brings people, organizations and governments together to tackle the big issues involved in the creation of safe, seamless and secure digital credentials in Canada. Our unbiased team of specialists tests and experiments with governance and technology models designed to leverage digital credentials in Canadians’ day-to-day lives. Our work supports efforts to ensure various solutions work across the country and internationally. We believe the best solutions will require a… Show more IDLab brings people, organizations and governments together to tackle the big issues involved in the creation of safe, seamless and secure digital credentials in Canada. Our unbiased team of specialists tests and experiments with governance and technology models designed to leverage digital credentials in Canadians’ day-to-day lives. Our work supports efforts to ensure various solutions work across the country and internationally. We believe the best solutions will require a collaborative approach with multiple participants across the economy and we’re committed to facilitating just that. Show less



Support Driven

• United States
• Information Services
• 1 - 100 Employee

• Member

  • Oct 2016 - Present

  Support Driven is a community of people in Customer Support and Success helping each other. It’s a great and diverse group of people who care about customer experience and are willing to share their experience and knowledge in a supportive environment.



Salsify

• United States
• Software Development
• 400 - 500 Employee

• Director of Customer Support

  • 2017 - 2019

  Greater Boston Area Led growth of customer support team from a 3-person Boston-based team to an internationally distributed team of 15. Built strong partnerships with engineering and product management teams through the implementation of robust incident management and issue triage processes. Some of the tools used by my team: Zendesk, Geckoboard, salesforce, JIRA, LogRocket, bugsnag, Papertrail, New Relic, PagerDuty, statuspage.io



Interactions LLC

• United States
• Software Development
• 200 - 300 Employee

• Director of Customer and Production Support

  • 2016 - 2017

  Greater Boston Area Delivered overall leadership and direction for the 24/7 response center and NOC teams with a relentless focus on monitoring, alerting, incident management, and root cause analysis.



Fuze: An 8x8 Company

• United States
• Software Development
• 1 - 100 Employee

• Director, Worldwide Customer Support

  • 2014 - 2016

  Greater Boston Area Planned, designed, and built-up a customer care, technical support and escalation management organization from 12 to 75 people, responsible for over 1,200 SMB and Enterprise customers internationally. Integrated support teams from 3 acquisitions (phone systems, ticketing systems, cross-training programs, and organizational alignment).



The Depository Trust & Clearing Corporation (DTCC)

• United States
• Financial Services
• 700 & Above Employee

• Director, Global Client Operations & Analytics

  • 2006 - 2013

  Greater Boston Area Led multiple teams responsible for internal process improvement, operational metrics and reporting, education and training services, product documentation, and system access administration, in addition to a number of significant strategic initiatives.



Omgeo (a DTCC company)

• Financial Services
• 100 - 200 Employee

• Head of Client Services, APAC

  • 2004 - 2006

  Hong Kong, China Led a geographically dispersed team providing first level technical support and new client onboarding throughout Asia-Pacific.



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• Manager, Professional Services, EMEA

  • 1999 - 2004

  London, United Kingdom Managed professional services team focused on revenue realization through the delivery and integration of SaaS data transaction services throughout Europe.