About
Bringing technology, diversity, and opportunity together in a harmonious choir. To me, customer relationships aren't just a thing to check off your list, but an intrinsic bloodline that feeds your marketing, product, and development to the next level.
I’m a ten-year veteran in tech, and five years in SaaS startups. I’m always thinking of the best ways to streamline processes so that both internal and external customers are set up for success.
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Passionate about tea, gravel biking, hiking, board games, and justice. Working on my free time to climb every mountain in both a figurative and logical way. Volunteering my time to teach coding for those of disadvantages homes, educating myself on the latest hiking backpack, or playing a 6-hour long game of Gloomhaven is where you will likely find me.
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My Experience
Background & Expertise
Technical Support Engineer, Splunk
November 2020 - Present
♦ Tasked with coordinating and transitioning the Rigor ecosystem. Working closely with the EDU team to create content around Rigor's synthetic product to train the future of CSM, Technical Support Engineers, Education team, and Sales Engineers.
♦ Working with Splunk's recruiting team to find the best candidate to expand the synthetics technical support engineering team.
♦ Crafting internal documentation, crafting SCORM modules, and providing implementation expertise to Splunk's Observability & IT team.
Support Lead, CloudApp
Dec 2019 - Nov 2020
♦ Hired and trained two hires within the first year of running the role. Developing onboarding as well hiring best practices.
♦ Reduction of resolution by 15% via implementation of technical documentation.
♦ 8 point rise in CSAT in 2019-2020 compared to 2018-2019 and overall improvement since implementation of KPI tracking.
Senior Success Engineer, Rigor
Aug 2018 - Nov 2020
♦ Working with the Success team on white glove implementation of Rigor's enterprise Synthetic monitoring and Optimization ecosystem. Establishing first KPIs and OKRs for professional services.
♦ Reduction of cases by 15% via implementation of technical documentation.
♦ Working closely with CXO to monitor the right KPIs!
Latest Projects
What I’ve Created
August 2018 - Present
Recreated the tone of this knowledge base by standardizing titles as customer-centric and writing over 20 articles. A continuing project that I'm currently developing a tone guide and content guide for.
August 2018 - Present
The mission of Geeks of Utah is to be a driver of the best experiences for the lifestyle geek. Using our event ecosystem to unify Utah geeks, bridge divides, and seek to constantly evolve. Developing the backend analytics, providing logistical support, and partnering with local Utah charities to further the awareness of gamification, programming, and inclusivity.
September 2014 - June 2016
Developed this website as a demonstration of my mastery of LEMP, Ruby on Rails, and APIs. It includes fully functional Steam API, Stripe, and Cloudflare CDN. Worked with two other developers using Github and DigitalOcean.
My Skills
Emotional Intelligence
Eight years of customer success as well as a constant promoter of the client. Working with a customer-first mentality has shown documented growth at multiple SaaS startups during my tenure.
Technical Acumen
Driven to succeed at any project has led to a variety of skills learned on the go. Having worked on website development, Linux administration, and SQL. These were previously unknown skills learned within the scope of small to larger projects.
Leadership
At DigitalOcean I was able to lead multiple project teams to unify our user experience across marketing, development, and support. From there I would move to SamCart and demonstrate full time my ability to mentor and create a culture of internal success for my team.
"You must be shapeless, formless, like water. When you pour water in a cup, it becomes the cup. When you pour water in a bottle, it becomes the bottle. When you pour water in a teapot, it becomes the teapot. Water can drip and it can crash. Become like water my friend."
Bruce Lee
Lets Connect
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