Work
Chief Technology Officer
Led Product, Engineering and BI/Data, plus IT, budgets and vendors for a 20–25 person organization. Built the Partner Integration Platform and embedded-finance approach (CDK, myKaarma and more), and pushed to modernized a Ruby on Rails monolith environment toward Java Microservices while the business kept running. Created DigniFi Labs.
Enterprise / Global Support leadership
Led an organization of roughly 30 people, strengthened the escalation operating model, developed Premium Support Engineers into Technical Account Managers, and created a monthly Global Support metrics communication to make the organization's value visible.
Technology leadership
Grew the technology capability from ~12 to 18–20, added MarTech strategy to agency pitches, and launched Luckie Labs (AR/VR, Alexa, AI/ML, blockchain, connected TV). Helped architect Radio Recliner and built its online radio and Alexa integration. Introduced Rapid Delivery Model.
Senior Director → VP, Platform Technology
Built a platform technology organization inside Customer Experience, created the Tech Owner role, introduced a QA framework for data-driven email and a new deliverability service offering, and launched BrightWave Labs. That work helped turn technology from a delivery function into a competitive differentiator as the company grew toward its eventual acquisition by Ansira.
Premium Support leadership
Grew the team by more than 75%, raised employee satisfaction from 62 to 76 and team CSAT from 85 to 89%, with Premier Support finishing the year at 92%. Shaped pricing, packaging, enablement and a video onboarding experience for support as a commercial offering.
Manager → Director of Technology Professional Services
Built the API and web-services strategy that made F&I products available inside DMS and Menu platforms, supporting OEM relationships including Hyundai, Toyota, Mercedes-Benz, BMW, Subaru and Harley-Davidson. Led a 35–40 person technical organization and a follow-the-sun delivery model.
Technical escalation owner
Owned escalations for mission-critical customer marketing programs including Home Depot, Nike and Hotels.com, spanning APIs, scripting, XML, SQL, CRM integrations and automation, and turned recurring support patterns into product and engineering input.
Global integration & data management
Managed B2B ecommerce integrations from requirements through production using EDI, XML, flat files, AS2, HTTPS, FTP, SMTP and WebMethods.
Senior Application Analyst
Implemented C360 modules with Microsoft Dynamics CRM, worked with SQL Server, supported production environments and handled escalations.
Lead Technical Analyst, Client Messaging Services
Tier-three support for API gateway customers, XML and SMPP integration and testing, mobile promotions, subscriber interaction flows, QA plans and technical documentation.
Data & inventory feeds
Supported dealership inventory feeds and image data using SQL and UNIX, and configured FTP processes so dealers could send inventory to the marketplace.
Web infrastructure
IIS, FTP, Windows and UNIX servers, SQL and MySQL connectivity, ecommerce applications, SSL, SMTP, Active Directory and remote administration.
Web & application development
Built websites and web applications for small businesses and helped them establish an online presence.
POS support, entertainment division
Supported point-of-sale hardware and software, implemented the Radiant Theatre Management System, and performed on-site installation and configuration at AMC and Regal theatres.