The College of Idaho

High School Diploma 	San Marcos High School

Product Manager at Intuit (TSheets by QuickBooks)

Product Manager, Virtual Assistant

- Led team in launching new purchase experience in QuickBooks Time
- Launched first implementation of password-less authentication for QuickBooks Time, resulting in double-digit sign-in success rate increase
- Led cross-functional team to rebrand of 11+ year old web app (QuickBooks Time, formerly TSheets), resulting in on-time completion of all prioritized customer experiences
- Oversaw product roadmap for partner integrations, including a successful end-to-end integration between ADP’s WorkForce Now (payroll) and QuickBooks Time, unlocking a new acquisition channel (ADP’s app marketplace)
- Led teams through ideation and planning in order to launch new QuickBooks Time employee invitation workflow
- Utilized qualitative tools (Decibel, Qualtrics, Stratifyd) to gather customer behavior data on variety of objectives
- Led cross-functional discovery teams (data, research, design) to gather and utilize quantitative data for product improvements
- Managed go-to-market strategy, coordinating across legal, engineering, DevOps, customer service, sales teams to ensure alignment and successful launch
- Performed continual market analysis on authentication and access experiences in the small business sector, resulting in informed strategies and new product opportunities
- Acting as an "Innovation Catalyst", facilitated workshops on lean principles and customer empathy, leading to org-wide adoption of Intuit's internal customer obsession framework

Intuit (TSheets by QuickBooks)

Senior Product Manager

TSheets.com LLC

Product Owner

• Managed digital supply chain for Apple Podcasts (400K podcasts, 14M podcast episodes) and iTunes Internet Radio across 155 storefronts worldwide
• Published Apple-branded podcasts (WWDC Keynotes, Meet the Artist, Earnings Call, Apple in Business)
• Trained other departments in podcast publishing
• Oversaw creation of Apple’s first podcast-specific support team, acting as subject matter expert
• Facilitated bi-annual support training for internal podcasts support team
• Built and maintained multiple Zendesk helpdesk portals
• Experienced in analyzing logs: HTTP requests and system logs
• Scheduled and coordinated quarterly newsletter to providers
• Discovered and tracked bugs in internal applications as well as iOS, MacOS and Windows clients
• Educated content providers on best practices for delivering syndicated and streaming content to Apple (NPR, NBC, Wall Street Journal, ESPN, Univision)

Apple

Content Producer, Apple Podcasts and iTunes Internet Radio

Apple, Inc.

Business Specialist

Specialist

Teleperformance USA

Tier 2 Computer Support Technician

Tier 2 Technical Phone Support Agent

Tier 1 Computer Support Technician

Tier 1 Technical Phone Support Agent

Boise State University

Bookstore Assistant

Biola University

Customer Service Representative

Handled calls and face to face requests from students, faculty and departments regarding accounts and technical issues while maintaining friendly, helpful attitude
Configured, ordered and delivered Dell and Apple servers for University Departments
Configured student and department software as well as scanners, printers and software (including installing/troubleshooting Cisco Clean Access)
Worked as part of 6-person team, organizing responsibilities to operate store and resolve technical issues
Continually improved operations by implementing purchase order forms, training new employees, updating workers on technical troubleshooting, streamlining ordering and maintaining effective communication with other University departments
Administrated section of IT Helpdesk knowledgebase/ Wiki (Confluence software)
Assisted University departments with technology purchases and inter-office accounting, verifying department purchases against University's IT Helpdesk published technology requirements
Temporarily acted as assistant store manager and led several projects, working with vendor to implement Microsoft Dynamics Point of Sale system
Main contact for volume licensing (Adobe, Filemaker, Microsoft). Created/maintained software license database and worked with vendor to resolve software licensing contract issues
Co-planned &quot;Back To School 2006&quot; store promotion, earning highest Apple Educational computer sales volume in Southern California region for 2006

Biola Computer Store Customer Service Representative

Fullerton College

Department Technical Assistant

Developed Content Management System using ColdFusion, Spectra and MySQL.
Worked in our consulting team at Peregrine Consulting on a new launch of their website.
Trained employees on how to use CMS to create and edit articles on the public website.
I was proud of adding rich-text editing controls to our CMS that made it easier for employees to edit web content.

Specra Consulting

Web Developer

Charles Wilson