Objective: Delivering customer success for software and web services that engage and delight customers and partners.

Summary: Results-focused professional with successful record of delivering superior communications and complex products for companies producing enterprise and Internet software. Created customer success programs, managed timely product releases, written documentation that gets used, built business web applications and hired and mentored technical staff.

Technical Highlights

• Languages
  PHP, JavaScript, Ruby on Rails, Visual Basic
• JavaScript Libraries
  jQuery, Prototype/Scriptaculous, Yahoo! User Interface
• Web
  HTML, CSS, XML
• Content Management
  WordPress, Blogger, MediaWiki, TypePad, Simple Machines Forums, phpBB
• Database
  MySQL, SQLite

Professional Experience

Kachingle, Inc., Mountain View, CA, 8/2009 – present

Technical Marketing Lead for a company delivering an innovative content monetization service.

• Work with executive team on business development
• Assist site owners and supporters
• Specify platform service API
• Design and prototype new application pages
• Script and oversee production of video and page designs
• Write and maintain company blog
• Administer and maintain phpList newsletter software

Web Developer

• Rewrote basic/prototype implementation of Ruby on Rails application to be production-ready, robust application, including integration with company’s widget system.
• Developed the Kachingle Medallion WordPress plugin in PHP
• Implement or prototype site features in PHP and JavaScript

BriteSpring Consulting, 2002 – 2005, 2007 – present

Assignments included creating websites using blogging software, PHP, JavaScript, CSS, and MySQL; developing a small-site CMS in PHP; product management; web marketing and community engagement using blogs; developing highly readable documentation; user experience analysis; and, small firm IT support.

Clients included NewlineNoosh: a company offering SaaS+services for enterprise managed print BPO, speesees.com: an organic clothing wholesale and ecommerce company, WebGet Interactive: a Web Design Development project consultancy, SchmartBoard: makers of the world's best circuit prototyping system, Diamond Associates: a management consultancy, Zonbu/PC on Rails: a consumer broadboand computer maker, Fixya: a consumer self-help community site; Intransa: an enterprise storage system manufacturer, Lexen: an international pharmaceutical supply and services company, and Pyra Labs (acquired by Google): publishers of Blogger blogging software.

Aptana, San Mateo, CA, 7/2008 – 2/2009

Manager, Customer Success for a company delivering web application development and deployment tools and services.

• Delivered product documentation for Aptana Studio, Studio plugins and Aptana Cloud (MediaWiki) and Aptana Jaxer (custom publishing software)
• Managed customer support issues using Atlassian Jira and the Aptana Forums for effective longterm customer retention
• Redeveloped the Aptana Forums using phpBB3, with authentication integration to the Aptana ID system, including migration from earlier version of phpBB
• Liaised with Engineering and Product Management to prioritize and monitor issue tracker reports

Marketo, San Mateo, CA, 2007 – 2008

Manager, Community and Content for a company delivering marketing automation as a web-based service. Revenue, we like to say, starts here.

• Built a complex publishing system to ensure customer adoption and success by delivering highly targeted online content in PHP, JavaScript (including jQuery, several jQuery plugins and HighSlide) and CSS with the SMF package as jump-off point.
• Delivered sign-on training and constant contact during initial use period that ensure successful adoptions
• Developed and nurtured the Marketo community with how-to, FAQ and best practice articles to deepen relationships between Marketo and it's customers, prospects and partners.
• Provided first line customer care

RawSugar, Palo Alto, CA, 2005 – 2007

Senior Manager, Customer Experience for a company building a new web service at the intersection of search and tagging.

• collaborate with CEO on marketing materials and positioning
• write all website text including company blog, online help and forums
• provide technical support and customer training
• develop RawSugar plugins and tools for WordPress, MovableType and Blogger
• maintain online community software (blog and forums)

Sun Microsystems, Inc. (formerly NetDynamics, Inc.), Santa Clara, CA, 1997 – 2001

The Application Services division of Sun produces Java/J2EE application and web servers used for large scale, secure, transaction-backed Internet and intranet applications that connect to relational databases and legacy packaged applications such as SAP and PeopleSoft. NetDynamics, Inc. was acquired by Sun Microsystems in September, 1998.

Product Manager, iPlanet Application Servers (now Java Enterprise Servers)

Worked with product marketing to prepare whitepapers and data sheets; communicated with the field through sales kickoffs, email newsletters, technical FAQ, and other channels; collaborated with professional services, support, and education groups to create complete customer solutions; made presentations to customers, sales and executive management.

• iPlanet Application Server - managed the definition and delivery of iAS 6.0 and follow-on service packs as well as several customer beta programs.
• Netscape and NetDynamics Application Servers - managed the release of service packs for Netscape 4.0 and NetDynamics 5.0.2 and follow-on service packs plus the iAS Migration Toolbox. Addressed major customer concerns over the transition to the new iPlanet Application Server.

Technical Support Manager

• Managed the NetDynamics support delivery team, composed of up to 11 support engineers, three escalation engineers, and a premier accounts manager.
• Average team caseload was 550 calls and 25 escalations per month. Reduced average time to close by 33%, from 5.25 days to 3.5 days.
• Recruited six support engineers and one escalation manager, promoted four internal staff.
• Instituted several key department changes including the addition of a premier accounts manager position, and providing internal education forums conducted by peers and development engineers.
• Managed the technical sessions of the NetDynamics User Conference.
• Instrumental in making very difficult transitions from independent company to standalone product group within Sun to integration within the iPlanet alliance successful.

KnowledgeBase Architect/Technical Writer/Support Webmaster

• Redeveloped the NetDynamics support website to include significant additional material including a monthly newsletter and other technical information. Authored two volumes of the NetDynamics 4.0 product documentation as a temporary member of the Engineering staff.
• Developed Technotes, a set of over 200 online technical articles and code samples, that provided information, support and programming samples beyond that supplied in the documentation.

CenterView Software, Inc. San Francisco, CA, 1996

Acquired by Informix, CenterView produced a client/server add-on for Visual Basic named Data Director.
Senior Consultant, Services Group: sales and technical support, managed external product testing.

Education

Rutgers Graduate School of Management Newark, NJ
Master of Business Administration - Concentration in Finance.

University of Southern California Los Angeles, CA
School of Journalism: Bachelor of Arts - Major in Journalism, minor in Music.

Community

President, Jewish High Tech Community, 2006 – 2010

President, Mountain View West 1 Homeowners Association, 2002–2005, Board member 2001–2005

Publications

• Authored 60 articles on software development process and tools for Software Development Magazine, LAN Magazine and LAN Interoperability, Windows Tech Journal and VB Tech Journal.
• CA-Visual Objects Developer's Guide, Sams Publishing, 1995 (Co-author).
• Life With UNIX, Prentice Hall PTR, September, 1992. Contributed the Preface to the Special Edition chapter, a 16 page update reviewing developments in UNIX from 1988 (the book's original publication) through 1992.
• Contributing Editor, Software Development Magazine, San Francisco, CA (1997 -1998)