Professional experience

Customer success, implementation, support, and enablement.

More than 15 years in customer-facing technology, including seven years across B2B SaaS onboarding, implementation, application support, customer operations, and Customer Success.

Carbon6 (acquired by SPS Commerce)

2019–2026 • SaaS Implementation, Support & Customer Success
  • Progressed from software coaching to application support, technical liaison work, multi-product onboarding/implementation, and Customer Success.
  • Guided customers from kickoff through configuration, workflow setup, training, troubleshooting, adoption, and post-launch support.
  • Trained and onboarded 140+ customers.
  • Managed roughly 120–150 technical and operational requests weekly while maintaining about 97% CSAT.
  • Reproduced software behavior and translated customer requirements for Product, Engineering, Operations, and Support.
  • Created onboarding resources, SOPs, troubleshooting guides, and knowledge-base content.
  • Managed operational oversight and customer-success responsibilities across up to 24 Amazon marketplace businesses/accounts.

GoDaddy

2011–2019 • Hosting Support Consultant
  • Diagnosed web hosting, DNS, email, SSL/TLS, server configuration, and website issues in a high-volume customer environment.
  • Worked with Linux command-line tools, logs, cPanel, SSH, FTP/SFTP, IP addressing, and TCP/IP concepts.
  • Owned issues through resolution or escalation and earned recognition for customer satisfaction and First Call Resolution.

AI Literacy Instructor

2026–Present • Independent Instruction
  • Design and teach practical AI literacy and critical-thinking curriculum for learners with varied technical backgrounds.
  • Cover generative AI, prompt design, verification, research reliability, responsible use, productivity, and human review.
  • Create exercises, quick-reference guides, assessments, project work, and reusable prompt/workflow frameworks.

United States Army

1983–1985 • Specialist (E-4), honorable service
Technology

Tools I have actually used.

Salesforce, Intercom, Zendesk, Jira, Confluence, Microsoft 365, Excel, PowerPoint, Copilot, generative AI, Linux CLI, cPanel, DNS, SSH, FTP/SFTP, SSL/TLS, TCP/IP, logs, SaaS configuration, API/integration concepts, JSON familiarity, and SQL/relational database fundamentals.

Working style

Translate, diagnose, teach, improve.

I tend to become the person who can understand what the customer is trying to accomplish, investigate what the software is actually doing, and translate between the two. When the same problem appears twice, I look for a way to turn the solution into documentation, training, or a better process.