Massachusetts, United States
A passion for assisting others and achieving efficiencies through process improvement and workflows. Extensive experience with operational support and customer engagement. Expert in bridging the divide between user experience and product engineering. Practical knowledge in all aspects of the software development process across plan, build, operate, control. Persistent, detail-oriented, and dependable, with a knack for solving complex issues using creative technical and business solutions. Key Competencies • Inventing/reinventing organizations, processes, and systems • Data analytics, identifying trends, outliers, and root cause • Project management, gathering requirements, and functional specifications • Broad experience and expertise with ITIL • Creating and building strong organizational culture, and working in team environments • Working across time zones and cultural differences
Provide strategic account management and technical support to customer and project teams, coordinate with the Professional Services team in the configuration/integration of Seismic's vast product offerings for customers.
Seismic is the leading global marketing and sales enablement solution for institutional financial services firms. Seismic’s platform gives asset and wealth management firms and business banks the ability to deliver the right client content at the right time, facilitating a world-class client experience. With Seismic, marketing teams are automating the personalization and delivery of client-facing materials via machine learning and Seismic’s award-winning LiveDocs® technology, which are automatically accessed by distribution teams at any time, on any device, and always fully compliant, allowing them to spend more time developing and nurturing client relationships. Headquartered in San Diego and more than 550 employees across the globe, Seismic is privately held by its founding executive team and investment firms General Atlantic, JMI Equity, and Jackson Square Ventures. For more information about Seismic’s sales enablement solution, please visit www.seismic.com.
Maintain all aspects of the end user computing platform and technology service delivery, and advance the support model to provide the highest level of service to a business community of over 500 employees. Collaborate with business partners, analyze KPI’s, improve processes and support business strategies. Drive issue prevention through root-cause analysis, issue tracking, trend analysis and status reporting. Coordinate IT staff and contractors to perform maintenance and repairs, relocations and equipment exchanges. Engage with user base in support of their workflow processes. • Play a lead role on a global operational support team to support, maintain, and administrate an application built on the Seismic platform used to automate financial reports. Ensure proper use of help desk software, procedures, and timely response and resolution. • Prepared new Seismic platform implementation for production readiness, including integrating the components of the application into the ITIL space, developing technical documentation, building out a support knowledgebase and SOP’s, and facilitating training of global support team. • Work with development teams to ensure new application features are properly documented and support teams are prepared to support them. • Significant contributor on building a custom Salesforce workflow for submitting requests to reporting analysts. Participated in defining requirements, designing screen layout and workflow, created user documentation, and trained users. • Created Salesforce dashboards for reporting analysts which provided a real-time, dynamic view to efficiently process work queues. • Employ the DevOps model to support several applications utilized by the business. Work closely with application support, engineering, and infrastructure teams across the IT department. • Migrated application components from on-premise data center resources to AWS. • Manage IT vendor relationships to reduce costs and improve service delivery.
Extensive expertise supporting publishing systems and workflows. Responsibilities included business and systems analysis, project management, application development, and quality testing. Highly skilled in change control methodology, incident management, release management, and ITIL frameworks. Provided global user support and sustain engineering for applications across a diverse technology base: Windows and Mac desktops and servers, network and WAN optimization technologies, MS SQL Server, Java web apps, WebDAV, Adobe InDesign Server, font management, and Acrobat plugins. • Delivered an enhancement to an application to address a cumbersome and inefficient workflow resulting in a massive reduction in duplication of effort and a 40x increase in volume while reducing headcount. • Developed, deployed, and maintained business applications leveraging the Agile development methodology to define user stories, requirements, and technical design. Executed hundreds of software releases. • Managed a team of consultants, dynamically allocating them between testing and user support, ensuring global support coverage, vacation coverage, and adjusting priorities. • Implemented JAMF Software Casper desktop administration suite creating substantial efficiencies in deploying and managing desktops, increasing security, reducing risk, and improving desktop stability, performance, and end-user experience. • Provided a centralized terminal service for Mac OS X based publishers reducing support overhead, increasing system performance and productivity for staff, and improving business continuity posture. • Installed a software license management system to manage and audit software licenses reducing risk of compliance issues and reducing licensing costs. • Developed a digital asset management system including defining requirements, taxonomy, and workflow process, which resulted in a reduction in duplication of effort, increased ROI, and improved user experience.
Managed publishing systems and technology for a fast-paced, deadline-driven publishing department across 6 global locations. Facilitated and coordinated with various IT teams including storage, network, and application support and development teams to troubleshoot specific issues and define requirements for new enhancements. Aligned department with enterprise IT processes and procedures including working within a help desk support and ticketing model. • Managed and directed 3 staff members to ensure all systems were fully functional 24x7x365 globally and running smoothly, including high volume printers, storage and backup systems, 120+ desktops, 20 Mac OS X servers, and all home Mac users of the firm. • Delivered an electronic workflow with a custom-built ticketing system which provided increased efficiencies and “follow the sun” workflow capabilities for a global publishing team. The system supplied state-based job tracking, ability to gather detailed metrics, a significant increase in staff productivity, and a drastically improved user experience. • Traveled to global offices in San Francisco, Atlanta, London, Sydney, Singapore, Hong Kong, and Tokyo to provide system setup, user training, technology and application support. • Helped to deliver an application to provide automatic generation of presentation pages including automation of charts, tables, and textual layout. Created functional specifications and technical documentation, and provided release support. • Forecasted and managed a $200K budget for hardware and software needs, as well as software maintenance, and projected future capacity and resource needs. Procured all hardware and software for the publishing department. • Assimilated Mac OS X desktops and servers within the larger enterprise ensuring optimal operation across Active Directory, NAS storage, network routers and WAN optimizers, VPN solutions, and Microsoft Exchange.