Head of Support at Nebulous, a blockchain tech company

The Sia Foundation

Director of People and Support

I lead or assist with all operations, people management, and support management. My goals are problem solving, team building, and enriching the open source experience of our employees and community.

• Take a holistic approach to my contribution to company culture with employee learning, facilitating communication, and inclusive hiring.
• Help implement company policy to empower employees.
• Serve as a confidential sounding board for employees to raise concerns with, and begin a direct process to conflict resolution or process improvement.
• Maintained communication with our community via video updates, blog posts, changelog updates, and direct interaction in Discord.
• Keep an eye to the future as I approach my obligations to the company’s people ops, culture, policy, and relationship with engineering.
• Manage projects with a simple, results-driven approach. Some example were website redesign, network abuse management, and hiring.

Skynet Labs

Head of Support/People Ops

I supported internal trials for unreleased products. I tested devices and trained individuals and groups throughout the organization.

• Rolled out thousands of new devices to over 800 testing participants ahead of schedule and with less than 2% user failure.
• From scratch, developed a new training program for all new and existing employees in the division.
• Created technical documentation and training used by testing participants that resulting in over 90% first time issue resolution.
• Optimized inventory processes and procedures to provide 98+% inventory accuracy (up from ~50%).

Apex Systems

Trials Analyst/Training Manager for Comcast

I served as an internal trainer and product manager. These trainings served over 100 employees.

• Handled on-site training — from beginners to experienced users, in group, one-on-one, and remote settings
• Used various applications to create thorough, engaging training content
• Coordinated and lead special training events
• Maintained training records for employee development and policy compliance
• Evaluated training needs in multiple departments, creating solutions when necessary

Steve F.