resume

Professional Services

1991-2000

A total of 7 years in pre and post-sales field operations, consulting, training, and implementation

3 years running Mercury Interactive’s field operations in the East Coast region

• 4 offices, 8 field engineers, 5 products, multi-platform
• Customers from mid-size companies through Dow 30 companies (mostly fortune 500 companies, plus US government)
• Pre-sales support
• Customer training
• Implementation consulting
• Remote and on-site customer support
• Hiring and training field engineers

2 years managing North America customer support call center

• Establishing a new call center
• 10 customer support engineers in call center, growing to 25
• Supporting a customer base that grew at a rate of up to $100MM / year
• Won an award for “best customer support in the software industry”

2 years as an independent consultant implementing CRM systems

• Siebel sales and support systems
• Epiphany marketing automation systems
• Data conversion and migration
• System customization
• Workflow design and implementation
• Organizational operational consulting in sales and support organizations Education

2013

• Consulting architect to Visa Inc.
  • Scaling up of integration of multiple international alternative payment methods
  • Design and implementation of integration with mobile subscriptions platforms (e.g. Apple Store, Google Store)
  • Micro-payments for gaming
  • Java / REST environment