Director, eCommerce
TestEquity
Nov 2018 - Present
Global IT Manager
Ixia
Jan 2010 - Jan 2013
Director, eCommerce
Keysight Technologies
May 2015 - Nov 2018
IT Supervisor
Sigmanet
Jan 2005 - Jan 2010
Sr. Manager, Global IT
Ixia
Jan 2013 - May 2015
Director, eCommerce
TestEquity
November 2018 - Present
As the Director of eCommerce, I am responsible for achieving revenue growth and GP targets. I lead Product Owners/Managers, full stack developers, QA, UI/UX designers, and project managers, & eProcurement. I manage 15 FTEs. Recent accomplishments:
Consistent online experience: Consolidated 7 websites onto one platform and one CMS, increasing velocity by 300% and reducing opex by 250k annually.
Bookings and margin: Increased bookings on testequity.com by 10x and gross margin by 10% within 2 years.
Development: Established a scrum practice from the ground up, transitioning the business off waterfall.
Catalog: Enabled the business to scale by integrating PIM, ERP, and eCommerce. More than doubling the products on offer within 1 year.
EMEA: Launched testequity.co.uk and developed GTM strategy for the EU + UK.
Automation: Introduced order automation, reducing the amount of touch time per order by 5 minutes, a 50% reduction.
Director, eCommerce & Business Relationship Management
Keysight Technologies
May 2015 - Nov 2018
Built the Business Relationship Management team from the ground up which created a strategic partnership between IT and other departments. Responsible for IT project management, business analysis, requirements and quality assurance on IT development projects. Among key contributions:
Developed new SaaS offerings for the test and measurement market: Ixia needed to keep pace with a fast-changing market. Collaborated with Chief Product Officer on new virtualized products and SaaS offerings. Successfully launched new services and online product store months just prior to Ixia acquisition by Keysight.
Built Business Relationship Management team, delivering 100+ projects in two years: IT had just been a service provider at Ixia. Developed a strategy to fill the gap between IT and the rest of the company and built a small Business Relationships Management team. Saved nearly $500K annually.
Senior Manager, Global IT Service Delivery
Ixia
Jan 2013 - May 2015
I was responsible for the overall end-user experience and service delivery, globally. I managed 15 employees and 8-12 contractors located in various regions. I was responsible for building the service delivery practice.
- Managed managers
- Set goals and objectives for global IT service delivery staff
- Accountable for all IT infrastructure operations
- Responsible for a 5 million dollar budget
I managed the IT supply chain, procurement & strategic vendor relationships. While my core responsibility was to keep the lights on, I was the face of IT. My team was the first [and only in many cases] point of contact for our customers.
Global Service Desk Manager
Ixia
Jan 2010 - Jan 2013
I was responsible for the overall end-user experience and service delivery, globally. I managed IT vendors and demonstrated success through metrics & trend analysis (TCO/ROI/etc) to C-level executives. I Lead an exhaustive RFP process, evaluated several Managed Service Providers, and Created a Tier 1 - Tier 3 Global IT Service Desk. I was responsible for training and orienting new deskside and remote staff.
I Lead and/or significantly contributed to multiple projects such as: Unified Communications, Office 365 migrations, cloud services, Intercall bridging and audio, and an SCCM implementation. I owned the relationship between IT and the user community (face of IT.
I Created process documentation that drove up resolution rates on the remote service desk. I Managed executive/concierge support, presented QBR data (trending, metrics, analytics, in-depth analysis, and CPI) to C-level executives. I was responsible for global user satisfaction and performed regular groups. I designed and implemented a continuous feedback loop to better IT processes.
IT Lifecycle Services Supervisor
Sigmanet
2005 - Jan 2010
Managed the service department, resolved customer-facing issues, measured gross profit, trend reporting and metrics, trained technicians
- Supervision of the configuration service center and oversight of daily operations
-Management of 5-10 subordinates and was the escalation point for issues, conflicts, or problems
-Responsible for maintaining maximum efficiency within the configuration services center
- Reporting metrics and measuring gross profit
- Problem/issue resolution and automated quality assurance processes, reduced errors, and reduced touch time of builds
- Led and managed The Config. Center Refresh Project
- Managed backups/restores for two sites and developed a highly-efficient backup schedule
- Onboarding and offboarding of employees (SOX compliant) Supported VM infrastructure and cloud VM sites
- Administered a 2007 Exchange and 2003 Active Directory environment
- Managed BES, corporate wireless telecommunications, and telephony systems
- Responsible for adding/replacing hardware and servers in a data center
- Managed VPN access, McAfee EPo, and hardware/software procurement
- Escalation point for all North American Operations
- Trained and hired Tier 1/Tier 2 technicians
- Managed printer services
- Supported DNS and DHCP infrastructure
- Maintained MVLS and other corporate software licensing
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