About

Work Experience

• Senior Technical Account Manager (Sr. TAM), Docusign

  Mar, 2023 - Present

  • Technical Relationship Management: Managed and cultivated technical relationships with Enterprise Premier accounts, acting as the primary technical contact and ensuring overall account health.

  • Issue Resolution & Advocacy: Led resolution efforts for complex production issues, including escalations, system testing, and strategic planning. Represented customer needs within DocuSign to advocate for prioritization of requests in release cycles.

  • Cross-Functional Collaboration: Partnered with internal teams such as Engineering, Product Management, Sales, and Professional Services to drive customer adoption, loyalty, and satisfaction.

  • Proactive Recommendations: Delivered tailored technical recommendations, including training and insights on advanced features, APIs, and deployment strategies.

  • Operational Metrics Excellence: Consistently achieved Service Level Agreement and Customer Satisfaction (CSAT) targets by effectively managing incidents and fostering engagement.

  • Leadership & Mentorship: Inspired colleagues and provided mentorship while championing strategic improvements and promoting the Enterprise Premier Support program.

  • Technical Expertise: Leveraged expertise in Docusign integrations (e.g., Salesforce, SharePoint), products (Connect, PowerForms, API), and technologies (XML/JSON, REST/SOAP APIs, HTML, CSS, Node.js) to tackle diverse technical challenges.

• Customer Success Engineer, TalentNet

  Apr, 2021 - Mar, 20231 year 11 months

  • Customer Lifecycle Management: Oversaw key technical areas, including API development, job board integration, and personalized support for diverse customer accounts.

  • Technical Advisory Role: Served as a technical resource, providing expertise and guidance to external customers and internal stakeholders alike.

  • Scalable Solution Design: Strategized and identified new use cases to simplify processes and deliver scalable solutions across the customer base.

  • Cross-Functional Engagement: Collaborated with product, software engineering, and UX teams to guide customer requests and define roadmap priorities.

  • Resolution Leadership: Coordinated closely with technical support teams to ensure timely resolution of customer requests and escalations.

  • Advocacy and Mentorship: Acted as a customer advocate while fostering team collaboration and providing mentorship to fellow team members.

• Client Technical Support Engineer, fiserv

  May, 2017 - Mar, 20213 years 10 months

  • Leadership & Expertise: Served as a team leader and Subject Matter Expert (SME) for the DadePay project, driving training exercises and Knowledgebase article development.

  • Support Model Development: Designed, implemented, and maintained the DadePay support model and client readiness documentation, ensuring 100% readiness for initial client requests.

  • Cross-Functional Collaboration: Engaged with Development and Product teams to increase visibility into client activity, gather feedback, and address recurring themes to improve quality and reduce case activity.

  • Comprehensive Product Support: Provided assistance to clients across all aspects of the various products managed by FRMS.

  • Virtual Environment Maintenance: Oversaw the team's client virtual machine pool to ensure availability of client models for testing in comparable environments.

• HRIS Consultant, Nuscale Power

  Aug, 2016 - May, 20179 months

  • Project Management: Developed and managed five benefit carrier integration projects, from initial design to post-implementation support.

  • Application Development: Designed a simplified application for delivering benefit files to carriers, featuring a single-click menu for file generation, delivery via SFTP, and date-stamped archiving on a secured network drive.

  • File Auditing & Coordination: Audited files and coordinated efforts with benefit carrier EDI specialists and NuScale team members.

  • Automation & Custom Coding: Developed and maintained custom code to automate WorkForceReady for reporting and delivery needs.

  • Technical Support: Served as the point person for all Kronos WorkforceReady issues, assisting employees in running reports, understanding workflows, auditing security/group access, and creating tickets as needed.

• Application Support, BBSI

  Nov, 2015 - Feb, 20163 months

  • Provided first-line technical support for branch users across various platforms including HRPyramid, Salesforce, and SpringCM.

• , ADP

  - Present

• Import Operations Assistant II, CEVA Logistics

  Jan, 2000 - Jan, 20077 years

  • Document Scanning: Scanned import documentation for Nike using Accent Capture software while adhering to strict quality standards and accuracy.

  • Data Indexing: Indexed documents into a web-based database for customer review and utilized an AS/400 system for updates and shipment queries.

  • System Maintenance: Performed routine maintenance on Kodak 3500 Scanner and created sales and marketing presentations on product capabilities.

  • Manual Development: Authored the scanning system manual, ensured updates aligned with ISO procedures, and maintained instructional guides to enable seamless operations during absences.

  • Troubleshooting Support: Updated troubleshooting guides based on evolving challenges and queries from coworkers.

  • File Storage Management: Managed warehouse file storage spanning five years, rotating files from the main office as space limitations arose.

• NCR Corporate Account Lead, Burnham Services Corp

  Jan, 1998 - Jan, 20002 years

  • Customer Relationship Management: Established and maintained working relationships with NCR technicians to better address customer needs and requirements.

  • Task Coordination: Managed daily operations based on customer needs, coordinating work crews to ensure efficient fulfillment.

  • Shipping & Receiving: Utilized the AS/400 program and Microsoft software (Word, Excel, Access) to manage shipping and receiving processes.

  • Equipment Operation: Operated forklifts, palletized boxes, and loaded trailers to streamline logistical operations.

  • On-Call Support: Provided after-hours paging services for technicians to address urgent or unexpected situations.

• Logistics Associate, NCR Corporation

  Jan, 1996 - Jan, 19982 years

  • Shipping & Receiving: Utilized various computer programs, including Microsoft Win95, Excel, and Access, to manage shipping and receiving operations.

  • Training & Certifications: Completed HAZMAT and EH&S training to ensure compliance with safety standards.

  • Forklift Operations & Inventory Control: Conducted forklift operations, maintained inventory control, and audited stock for accuracy.

  • MSDS Management: Prepared and maintained Material Safety Data Sheets (MSDS) and participated in training sessions.

  • Palletizing & Trailer Loading: Efficiently palletized boxes and loaded trailers for transport.

  • Foam-in-Place Equipment: Operated foam-in-place chemical equipment for specialized packaging needs.

Projects Experience

• Hono Authentication, Open Source

  Jan, 2024 - Jun, 20221 year 6 months

  Developed and currently maintain a Hono Framework based application (HonoShield) which aims to simplify developing user authentication applications in the Cloudflare workers space. Site visitors are able to register, login/logout, and modify their user records.

• Stripe Payments Plugin, Open Source

  Sep, 2024 - Present

  Created a repository demonstrates how to integrate Stripe Payments with Cloudflare Workers using KV storage for securely managing keys, and submitting transactions to Resellerclub. It includes both the front-end (payment form with Stripe Elements) and back-end logic (payment intent creation, checksum generation, and form submission).

• Joomla Development, Open Source

  Sep, 2001 - Present

  Working on a component/module/plugin combination to create a Joomla platform for white-label web hosting and domain name sales through a REST API backend service, as well utilizing a payment gateway library to handle sales.

• Family Blogs, Open Source

  Jan, 2005 - Present

  Developed and maintained themes and plugins for our family's self-hosted Wordpress blogs.

• Self-Learning CNC Routing

  Jan, 2023 - Present

  Currently learning about 3D modeling and CNC routing with a tabletop CNC router and Fusion360 software

Skills

Education

Certificates

Interests