TECHNICAL SKILLS

Entrepreneur mindset: keep up to date with startups and tech scene.

Database management: PostGreSQL, MySQL and other database tools.

Entrepreneur mindset: Tech savvy with a passion for technology, business and startups.

Project Management: project tracking, analysis and coordination of activities and teams. Develop work plans, project estimates and status reports.

Marketing: Product market research, new markets, product promotion, build brand awareness.

Business Strategy: help with decisions to achieve long term goals.

Business Development: build upon current business model, build relationships and ensure growth.

Product Marketing: Product positioning, demand generation, market intelligence, channel and event marketing, Analytics, retention and customer success.

Product Management: Over lifecycle of a product from idea to design and development.

Methodologies: Agile, Waterfall

Savvy in top operating systems: Windows, Mac OS X, Linux

Excellent with Microsoft Office: Excel, Word, PowerPoint, and Microsoft Project.

Networking: LAN, WAN, DHCP, VPN, firewall, NAT, dynamic DNS, Static IP, DMZ, port forwarding, router configuration, VOIP (voice over IP) services. Wireless network management and setup experience.

PROFESSIONAL EXPERIENCE

Confidential, Belmont, CA

Technical Support Manager / Project Manager

Responsibilities:

• Manage overall support operations and support team.
• Setup and maintain the desk support ticketing system and ensure it works seamlessly with Salesforce, Shopify, Confidential and our call center VOIP solution.
• Create/manage Survey Monkey surveys and emails to customers.
• Serve as the escalation point and manager for support department.
• Provide documentation like knowledge base articles and troubleshooting guides.
• Manage test groups then Log bugs into Jira/confluence.
• Lead development and administration of all support workflows and processes.
• Write policies and procedures for support.
• Service level reporting and tracking.
• Setup ticketing system from scratch to prepare it for customers.
• Ability to manage several projects at once and deliver them on time.
• Help prepare daily/weekly reports that include standard call center operations metrics, top contact drivers and defect data.
• Tenacious commitment to continuous improvement
• Work with product team to test new products and changes.
• Manage test groups to negate any current issues with our product.
• Travel to remote office to train remote support reps.
• Manage our store front using Shopify including fraud order management.
• Manage switch & integration from desk.com to Zendesk ticketing systems.

Confidential, San Jose, CA

Product Manager

Responsibilities:

• In charge of the overall product life cycle for the Confidential platform including Web, mobile web and iOS app.
• Defined product road map.
• Wireframes, user stories, UI/ UX design.
• Collaborated with sales, marketing, design and development team to define requirements and provide the best platform for customers.
• Managed the overall developed process from initial ideas to design and development.
• Market research and competitor analysis to better understand our competition.
• Worked with vendors & customers.to get their needs/requirements addressed.
• Defined web and app requirements for features.
• Managed products, budgets and overall operations for our mobile, web and iOS App.
• Managed design and overseas development teams.
• Managed budget for web and app.

Confidential, San Jose, CA

Developer Community Manager

Responsibilities:

• Built out and managed Echelon’s developer community for IOT (Internet of Things).
• Acted as a conduit between the developer community and the product management and engineering teams.
• Developed interesting and engaging content and identified user - generated content for sharing.
• Collaborated with our product marketing team to provide required technical content for end- users.
• Used analytical tools and metrics to develop actionable recommendations to improve the effectiveness of Echelon’s on-line presence.
• Increased market awareness of Echelons new website and new developer kits.
• Assisted in building of new website and developer portal requirements.
• Created newsletters for our customers using MailChimp/ Constant contact.
• Provided market research for new opportunities in the IOT space.
• Collaborated with product managers and project managers to draw developer program roadmap.

Confidential, San Jose, CA

Support Escalations Support Engineer Tier II / Marketing

Responsibilities:

• Support: Provided escalation technical support for broadband voice, video, and data communications products using Zendesk ticketing system.
• Debug and analyze issues involving setup & hardware issues.
• Beta tested and provided QA for new product lines.
• Helped manage our online community to promote our brand and product lines.
• Identified bugs and collaborated with our developer team to resolve issues.
• QA: Tested defective equipment for bugs & hardware issues.
• Helped customers with special network design and optimization projects.
• Marketing: Collaborated with our CMO / Marketing team in various marketing projects to create product line usage database, which was used to understand case studies of our products and enable future marketing opportunities.

Confidential, Cupertino, CA

Developer Relations

Responsibilities:

• Responsible for facilitating communications between third-party software and hardware developers and Confidential Engineering.
• Collaborated with team to identify inefficiencies or poor process executions and worked to create solutions.
• Worked with developers on a daily basis to screen software bugs, identify key developer issues and business trends.
• Worked in a demanding multi-functional environment to analyze challenges and proactively determine appropriate actions within defined procedures and policies.
• Organized and prioritized large volumes of bug reports based on business needs and objectives.

Confidential, San Jose, CA

IT Analyst - Tier II Support Engineer

Responsibilities:

• Deployed emerging technology, new software/hardware, and services to our sales team
• that involved setup, maintenance and training.
• Launch of new products and services to pilot users /troubleshooting and bug diagnosing.
• Remote desktop, e-mail, phone and in person support.
• Provide support for call manager and VOIP issues on hardware VOIP phones, softphones and services.
• Provided mobility support for our apps and Unified Communications.
• Assisted sales team with demo setups and demo troubleshooting at conventions and trade shows.
• VOIP experience with exposure to Cisco call manager configuration, CTMS manager, SBC and WebEx.
• Integration of communications through email, chat and voice services.
• Troubleshooting of Video endpoints Cisco Telepresence, PBX Systems
• Cloud computing technology/Virtualization: VMware - Fusion, Workstation, Google Apps for business, Citrix systems and Citrix workstations.