Louis Rappa

Experience

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  Interlinx Solutions, Inc. / Interactive Media Studios, Inc.

  Aug 1997 - Jul 2003

  Technical Director, Sr. Web Developer &­ Project Lead (Owner)

  - Managed a skilled team of developers, overseeing the coding and maintenance of client websites and diverse multimedia projects, including Disney SFX contractors.- Ensured project integrity and delivered exceptional results through effective project management methodologies.- Championed research and development initiatives, staying at the forefront of web technologies and implementing innovative solutions.- Provided expert technical consulting to clients, guiding them through complex web development challenges and strategic decision-making.- Possessed proficiency in web development languages and technologies, leveraging HTML, CGI, and Flash to build robust and engaging online experiences. Show less

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  Symantec Corporation

  Jul 2003 - Jun 2007

  Enterprise Wide Security Specialist & Support Engineer

  - Resolved complex technical issues for Fortune 500 companies, fostering positive relationships and exceeding customer expectations.- Successfully mediated conflicts, resulting in enhanced client satisfaction and strengthened trust with Symantec.- Served as a vital liaison, effectively bridging communication between international Level 2 technicians and senior software developers, ensuring seamless issue resolution.- Led a high-performing Level 2 support team, providing expert technical guidance and support to a diverse client base including Conoco Phillips, the U.S. Navy, and the U.S. Comptroller of Currency.- Possessed in-depth knowledge of Symantec Antivirus Corporate Edition, Symantec Mail Security for Microsoft Exchange, and Symantec Antivirus for Domino, enabling efficient troubleshooting and resolution of technical challenges. Show less

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  Simplexing

  Jul 2007 - Nov 2011

  Consultant, PM / Sales / Software

  MC Legacy Group (Lead Project Manager & Software Consultant):- Led diverse projects, ensuring successful completion and client satisfaction.- Provided expert IT & business process consulting, driving efficiency and profitability.- Developed a custom process map, improving transparency and prioritization.- Played a key role in hiring key personnel, including Executive Assistant and Controller.Positive Eye Consulting, Inc.(Sr. Project Manager & IT Specialist): - Proactively identified, tracked, and resolved project issues.- Managed project scope with precision, ensuring delivery alignment with agreed-upon requirements.- Defined and collected key metrics, providing invaluable insights into project progress and deliverable quality.Lifegate Christian(Teacher, Web Developer, and IT Support):- Successfully taught high school students fundamental IT concepts and game development.- Provided comprehensive technical support for the school's technology systems.- Enjoyed a fulfilling experience fostering knowledge and contributing to the school's success.Highlights:- Proven track record of leading and delivering successful IT and business process improvement projects.- Strong technical expertise combined with excellent communication and relationship-building skills.- Demonstrated ability to manage diverse tasks and responsibilities, ensuring efficient operations.- Adaptable and resourceful, thriving in challenging and diverse environments. Show less

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  CBT Nuggets LLC

  Nov 2011 - Aug 2013

  Sales Manager / Trainer

  - Hired as the first outbound sales rep, quickly promoted to Sales Manager, demonstrating exceptional performance and leadership potential.- Built and motivated a high-performing sales team, fostering a culture of continuous learning and development.- Shattered company records, achieving the largest revenue month in history.- Consistently exceeded quarterly sales targets, driving significant and sustained company growth.Key Responsibilities:- Cultivated a dynamic team environment through effective coaching, skills development, and product knowledge training.- Provided ongoing opportunities for growth and learning, fostering employee engagement and retention.Strategic Execution:- Drove profitable results by overseeing sales operations and performance metrics.- Streamlined processes and systems for enhanced efficiency and productivity.- Partnered with senior management to maximize business relationships and customer service excellence. Show less

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  IGirl Tech News

  Aug 2013 - Feb 2015

  Founder

  Empowering Females in Tech Through Innovative Media:- Launched and spearheaded iGirl Tech News, an online platform amplifying female voices and showcasing their achievements in the tech industry.- Developed comprehensive content strategy to inspire and educate women of all ages and backgrounds about diverse tech career paths.- Led a team of female writers and videographers to produce engaging and impactful content, including original articles, insightful interviews, and cutting-edge video productions.- Cultivated a thriving online community fostering connection, knowledge sharing, and mutual support among women in tech.- Successfully grew website traffic and social media presence, establishing iGirl Tech News as a prominent and trusted resource for the female tech community. Show less

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  IDX, LLC

  Feb 2015 - Nov 2020

  - Orchestrated the development cycle and enhancement vision, driving product evolution and ensuring alignment with market needs.- Led and empowered high-performing sales and support teams, maximizing team capacity and delivering exceptional customer service.- Cultivated collaborative and high-performing teams through weekly meetings and enhanced communication practices.- Gathered and analyzed key metrics via weekly database queries, providing insights into revenue, win/loss rates, and support productivity to inform strategic decision-making.- Prioritized internal customer satisfaction through regular one-on-one meetings with team members, fostering engagement and addressing concerns.- Implemented innovative strategies to reduce customer churn and drive sales growth, demonstrating a data-driven and results-oriented approach.- Provided invaluable support to all departments by offering expert guidance and timely decision-making, contributing to cross-functional success.Effectively managed customer escalations, resolving complex issues and maintaining positive customer relationships. Show less - Led a high-performing team of 10, successfully integrating the support needs of a new acquisition (including WordPress) into existing operations.- Spearheaded the implementation of live chat support, expanding customer service accessibility and responsiveness.- Streamlined support processes for increased efficiency, fostering improved resolution times and customer satisfaction.- Introduced multi-layered customer satisfaction tracking and response models, enabling data-driven decision-making and continuous improvement of support quality. Show less - Empowered new hires by developing comprehensive documentation, training materials, and personalized onboarding sessions, ensuring seamless integration into the support team.- Led the successful migration of the customer base from Version 1 to the latest product release. This involved: -> Developing custom PHP tools to generate detailed migration impact reports. -> Effectively communicating with customers throughout the process. -> Expertly managing escalations and issues for a smooth transition.- Proactively addressed challenges arising from a WordPress-focused company acquisition, crafting new documentation and procedures to streamline support for their products and services.- Partnered closely with management on strategic company decisions impacting the support team, contributing valuable insights and expertise. Show less

  • Site Operations Manager

    Sept 2018 - Nov 2020

  • Technical Support Manager

    Oct 2017 - Sept 2018

  • Technical Support Operations Lead

    Feb 2015 - Sept 2017
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  The Master's University

  Nov 2020 - Aug 2022

  Professional Development

  Earning a Master's degree in Biblical Counseling from The Master's University, specializing in individual counseling, I honed my ability to provide empathetic support and guidance to individuals facing challenges in both their professional and personal lives. This experience significantly enhances my skills in active listening, conflict resolution, and building trust, which prove invaluable in handling team discussions, resolving individual team member issues, and de-escalating customer concerns. Show less

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  BCMWorldwide

  Aug 2022 - now

  Director of Communications & Development

  - Developed and implemented promotional strategies to increase awareness, donations, and volunteer engagement for the OIC ministry, utilizing written communication, social media, and other impactful channels.- Led the overhaul of the OIC website, ensuring a modern, user-friendly experience and consistent brand presence. Managed all website content and ongoing updates.- Built and maintained a comprehensive database of ministry partners and donors for targeted communication, promotional campaigns, and relationship building.- Successfully represented OIC at industry conferences and events, promoting the ministry's vision and cultivating new partnerships.- Crafted compelling presentations and information materials to effectively engage potential partners at meetings, exhibits, and conferences.- Ensured brand consistency across all communication materials, including promotional assets and outreach tools. Show less

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  The Kings Academy

  Jul 2024 - now

  Biblical Studies Instructor

  At TKA we are dedicated to parent-led Christian education, and the commitment and involvement of the family as a whole provides a firm foundation for success.