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CVENT
Senior Project Manager (August 2020 – Present)
– Successfully managed the replacement of our support ticketing system from Salesforce to Jira Service Desk and all of the custom coding/integrations around it
– Coordinated the technical support of a brand new product line while creating tooling and reports needed to ensure customers’ success
– Executed numerous server migrations from on-premises datacenter to AWS without downtime or impact to the business
– Managed multiple process improvement projects end to end
– Interfaced regularly with stakeholders in customer service, accounting, marketing, sales, and product acting as an escalation point
– Established benchmarks and report on KPIs, Metrics, for the team’s productivity and efficiency.
Project Manager (August 2018 – August 2020)
– Developed an application to monitor client’s events across the Cvent suite of products to ensure they are compatibly configured. The tool helps to increase customer satisfaction, increase renewals and provide proactive support to clients.
– Provided regular, formal & informal feedback to direct reports, conducting regular 1:1’s with colleagues to review performance, discuss issues, manage expectations, and provide constructive feedback.
– Analyzed, reviewed and coached newer members on their case responses.
– Continued providing support for complex technical issues when needed and re-joined the weekend support rotation to help when staff shortage occurred.
Lead Application Support Engineer (July 2016 – August 2018)
– Created internal tools to help link disperse datasource to create a wholistic view and drive value by combining data to help sales and account management upsell and cross-sell.
– Participated in a cross-department team to help plan and coordinate the rollout the next generation of Cvent’s core product.
– Helped trained the largest new-hire class of Application Support Engineers.
– Functional leader with direct global direct reports (from Canada, India and US)
– Helped migrate and optimize hundreds of alerts to a new Splunk instance. Created dozens of dashboards and increased overall performance by optimizing searches, utilizing saved searches and scheduling reports
– Monitored, documented and reported system and performance issues
Senior Application Support Engineer (February 2015 – July 2016)
– Was instrumental during the roll out of a brand new ecommerce system.
– Single-handedly identified, reproduced and documented dozens of high impact bugs.
– Successfully transitioned some of the team’s responsibility to a newly created tier 2 team.
– Supported top-tier clients in issues related to Salesforce integration, Custom Identity integration, HTTP POST, complex API issues, and private domains
– Assisted operations and development teams with debugging software issues
– Supplied in-depth technical and business product knowledge to multiple teams
Application Support Engineer (June 2012 – February 2015)
– Provided top-tier software support across our web-based software platforms, mobile devices, and backend systems in utilizing and accessing classroom technologies.
– Worked on Internet scale applications, where performance, reliability, and scalability were critical design goals – not after-thoughts.
– Handled numerous support tickets across many product lines and provided exceptional customer service.
– Assisted with User Acceptance Testing during releases
– Became an Subject Matter Expert for various products
Office of Information Technology, University of Maryland
Senior Technical Assistant (August 2009 – May 2012)
– Aided professors in utilizing and accessing classroom technologies.
– Integrated, installed, and managed Panapto classroom recording system.
– Verified all technology in classrooms was functioning correctly.
– Catalogued requests for assistance in a database; filed tickets for high level support.