Experience

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  United states army research institute of environmental medicine

  Mar 2009 - Jan 2012

  Logistics officer

  • Logistics department head. • Built and maintained new mail distribution, key and linen control systems for use throughout the organization. • Distributed equipment, research materials and supplies. • Coordinated maintenance and equipment turn-ins for recycling purposes, as well as general recycling and paper distribution.• Provided customer support on behalf of the entire Logistics division throughout the organization.

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  Multiversity comics

  May 2009 - Jan 2020

  • Founder and Editor-in-Chief• Wrote daily contributions, including reviews, interviews, news and longer think pieces. • Coordinated weekly staff schedules as well as relationships with publishers for site content, advertising and more. • Responsible for bringing in and fostering new talent for the site.• Member of numerous site-related podcasts.• Managed site-related business travel and meetings as well as accommodations. • Hosted and participated several panels at different conventions, including New York Comic Con, Emerald City Comic Con and San Diego Comic Con International.• Earned an Eisner Nomination in 2014 for Best Comics-Related Periodical/Journalism Show less

  • Publisher

    Feb 2015 - Jan 2020

  • Founder, Editor in Chief

    May 2009 - Jan 2015
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  Focus forward

  Mar 2012 - Jun 2012

  Audio transcriber

  • Transcribed audio files for Focus Forward.

• 

  Ontegrity

  Jun 2012 - Mar 2015

  • Team leader for all affairs related to the North East region of Ontegrity business operations, concerning both site maintenance and relationship management with on-site and in-house staff via phone and e-mail. • Developed presentations for top-level customers.• Distributed work.• Researched and troubleshot errors.• Ran daily reports.• Offered consultation towards the development of innovative regional projects. • Analyzed site audit data for DC Audits, Commissioning, HVAC, Cipher Locks.• Helped normalize database on Rectifier and Converter names.• Created power point presentations for top tier clients.

  • Lead Project Analyst

    Jan 2015 - Mar 2015

  • Project Analyst

    Jun 2012 - Dec 2014
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  Image comics

  Oct 2012 - Jul 2016

  "morning glories" backmatter

  • Writer of annotations for the New York Times Best Selling comic book “Morning Glories” published by Image Comics.• Writer and letterer of the satirical 3-panel back-up strip found in each issue of “Morning Glories”.• Hosts annual panel at New York Comic Con, "Morning Glories" Study Hall LIVE!

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  Sequart

  Mar 2014 - Mar 2015

  Contributing writer, editor

  • Occasional contributing writer to the online magazine portion of the website.

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  Paste magazine

  Mar 2015 - Aug 2015

  Contributing writer

  Contributing writer to the online magazine portion of the website.

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  Hubspot

  Apr 2015 - Dec 2022

  • Managed over 30 Helpdesk Technicians across 5 offices globally and across multiple roles / functions• Managed multiple functions across IT (Enterprise Infrastructure Support, Business Systems Support, Asset Management, Employee Lifecycle, Operations)• Defined the KPI, SLA and FTE standards for the Helpdesk Org utilized in all major reporting• Built and maintained all of the reporting utilized for the Helpdesk Support functions• Created, defined, developed and managed a brand new role at HubSpot (the Business System Technician)• Helped refine the Helpdesk role to be more service-oriented with new roles, leveling and clearer role definition• Advocated for the creation and adoption of different automation / deflection solutions across different platforms (e.g. Service Now, Slack and Jira) and assisted with implementation• Helped manage user disruption and support through company-wide endeavors (e.g. moving all employees behind a new Security solution)• Owner of the Reduction In Business Interruption initiative, a reporting program to promote collaboration between multiple IT teams based on data• Worked cross-collaboratively with our Security, System Operations, Endpoint Engineering, Networking, Employee Technology, L&D and Collaboration teams to share data and streamline IT Support across the company• Collaborated with BSA Managers in Fintech and HubSpot's Flywheel Product Org order in order to provide frontline support to internal users in spaces we'd never done before• Helped transition HubSpot and its Helpdesk into a remote work environment, transitioning IT services off-site and partnering with vendors to empower a remote workforce • Partnered with Facilities and Collab on the closing and opening of multiple locations as a result of COVID-19• Helped open new office locations in Canada and Colombia Show less • Managed up to 30 individual contributors at a given time• Helped create and refine the updated Support Specialization role and ran programs for channel plays, including but not limited to Web Staffing, Chat Staffing, Migrations Staffing and In-Language Staffing• Interviewed new candidates for Customer Support Specialist, Manager and Principal Roles• Wrote / defined the Support Role Metrics and Expectations, as well as built dashboards to empower frontline reps to meet, achieve and exceed contribution goal• Participated in the creation of Support’s onboarding training experience, including writing and developing the "Anatomy of a Case”, a learning tool to help reps analyze and refine customer support interactions• Collaborated with stakeholders across the business to improve employee lifecycle and promote internal mobility• Worked with external vendors for operation-related platform solutions, such as Officevibe and Teleopti• Worked with the HubSpot Culture Team to cultivate and coordinate team / company events and health-initiatives• Collaborated with Facilities and IT for updating / developing new Support areas and technology, including Wallboard implementation and the development of a game room• Wrote frequent communications for internal documentation and operational updates Show less • Support Team Lead responsible for supervising new Support Engineers• Directly responsible individual for Content Tools support • DRI for Weekend Support Shifts• DRI for the Dedicated Web Support Team• Developed and delivered Salesforce training class for the Services team• Developed and implemented workflow adjustments for the Support daily routine alongside Product Experts• Developed processes to streamline daily Support operational workflow on the Web Team• Worked alongside BizOps to refine the Case Graveyard operations for old / abandoned cases• Refined and updated HubSpot's Support Interview Demo process• Built and maintained the HubSpot Support Portal for Culture and Management Use• Created SupportSpot, a monthly newsletter digest for all Support offices worldwide• Interviewed new candidates for Support Show less • Helped customers troubleshoot various aspects of the Hubspot software via phone and email support, as well as in person at Inbound 2015.• Supported customers instances of custom coding in regards to HTML and CSS.• Assisted customers in implementing successful inbound marketing initiatives.• Contributed to the HubSpot blog to help inform customers of the best way to utilize HubSpot tools.• Led SNHT-M2-103 SFDC Connector & Consulting training classes• Directly responsible individual for Content Tools support and Weekend Support Shifts• Ran the Support Spotcheck program, designed to help Support Row Meetings discuss and analyze ways to improve the department• Curated the 2015 Second Quarter "90's Night"​ Support Social• Q2 2015 "Rookie of the Quarter" Award Winner Show less

  • Manager, Technology Experience & Helpdesk - Business Systems and Enterprise Infrastructure

    May 2019 - Dec 2022

  • Customer Support Manager

    Feb 2016 - May 2019

  • Senior Support Engineer - Team Lead, DRI

    Jan 2016 - Feb 2016

  • Support Engineer - Dedicated Web, Weekend DRI

    Apr 2015 - Dec 2015
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  Grow therapy

  Jan 2023 - now

  • Director, Customer Support

    Nov 2023 - now

  • Senior Manager of Customer Support

    Jan 2023 - Nov 2023