Isenberg School of Management, UMass Amherst

University of Massachusetts Amherst

Sr. Solutions Consultant at Applause

KonaSearch

Senior Sales Engineer

• Responsible for pre-sales technical discovery, solution design, pricing, and creating new contract language as needed for a variety of QA testing and feedback services, with deal sizes typically in the $100K - $500K annual range
• Solutions built around functional QA testing, automation, security testing, payments, AI training/model validation, accessibility, and other specialized testing services
• Created and maintained a solution pricing tool used by the Applause sales organization, driving consistency and transparency across multiple teams/offices around the world
• Won the 2019 Solutions Engineer of the Year award, voted on by Sales team and senior management group

Applause

Sr. Solutions Consultant

• Responsible for technical demonstrations, pre-sales support, and solution design for a variety of OTT video software solutions (cloud based and on-premise)
• Responsible for technical sale at all stages of the sales process, from discovery through close
• Designed marketing plan and material to help Onwards break into the U.S. market, including video, website content, and trade show presentations

Onwards Media Group Pte Ltd

Sales Engineer / Solutions Manager

• Managed technical demonstrations and pre-sales support for a variety of software testing and code review solutions, supporting a team of 15+ Sales Representatives through closing.
• Developed and delivered training content for new customers and created marketing videos to show off product enhancements.
• Successfully performed 750+ product demonstrations over 2015 and 2016, influencing over $3m in new business 
• Won 2016 Sales Engineer of the Year award, voted on by senior management group

SmartBear Software

• Managed a team of seven Technical Support Analysts supporting a cloud-based FinTech platform, acting as an escalation point for clients and for the team
• Ensured the quality and completeness of work, both from a customer perspective and to make sure development team had all information needed to fix issues found
• Trusted to prioritize defects found to ensure critical customer issues were addressed first by the Product Development team
• Created and led a user acceptance testing initiative spanning multiple teams

Alegeus Technologies

Technical Support Manager

Technical Support Supervisor

• Provided technical support for a suite of identity access management and access governance products (cloud based and on-premise)
• Worked with clients to resolve issues in both the software and in the customer's environment, regularly requiring a working knowledge of Active Directory, JavaScript, VBScript, SQL, SSIS, XML, PowerShell, LDAP-based directories, VMWare, and network protocols
• Carried out a number of special projects, including delivering training to clients, developing a process to transition responsibility for professional services projects to support, and developing support processes for the company's first cloud-based software product

Courion Corporation

Technical Support Engineer

• Managed workload of technical support group, reassigning and redistributing tasks as necessary to maximize productivity
• Served as escalation resource within technical support group to work on issues requiring in-depth analysis
• Developed program for clients using competing software to convert their data to the FIS system
• Carried out a number of long term projects to enhance support infrastructure, including improving the case entry system, implementing a queue review system to improve quality control, and integrating support of newly acquired software into the existing system

FIS Healthcare Payment Solutions

Senior Technical Support Representative

• Provided technical support for a web-based application integrated with a SQL database, often requiring detailed research and the creation of complex ad hoc queries using SQL Query Analyzer
• Worked closely with clients to analyze and resolve issues with flat file transfers (CSV and fixed width format) as well as SOAP requests and responses
• Determined task priorities through self-directed analysis

Technical Support Representative

• Provided software support for clients, creating ad hoc queries with analysis as needed.
• Assisted in the management of a staff of customer service representatives.
• Contributed to the design, configuration, testing, implementation, and ongoing support of a wide variety of front and back office software systems.
• Combined knowledge of business model with experience in IT to enhance end user productivity.

Bunker Hill Insurance Company

Customer Service Specialist

• Designed an improved web page for the UMass student newspaper that lead to a 40% increase in web traffic within 30 days.
• Maintained web page for newspaper, managing and formatting stories, keeping the site up to date and organized, and maintaining feedback and mailing list functions for the site.
• Decreased daily maintenance time by 50% through improvements in procedures and efficiency.

Dan Karlin