May 2015 – Aug 2018 · 3 yrs 3 mos · Austin, Texas Metropolitan Area

• My team and I build and manage software that helps us provide support to hundreds of millions of users.
• I built a team of engineers, PMs and systems managers to support the goals of the Customer Experience team in high-leverage ways. To date, we've rebuilt the Dropbox Help Center, overhauled the Dropbox /support contact flow to make it easier for customers to contact us in the manner they want, drove a dramatic expansion of live support, took ownership of our internal administration console, migrated to a new version of our support CRM, and built change management processes around business rules and other internal tooling.
• These efforts have driven a dramatic increase in customer satisfaction and other customer-facing metrics, empowered our support agents to solve customer problems more effectively, and enabled the CX team to achieve its long-term goals through technology.

Mar 2014 – Sep 2014 · 6 mos · San Francisco Bay Area

• As Product Lead, I partnered with engineers and designers to build out a customer-centric product development process to drive development of the beta version of our first enterprise software product, leading a team of product managers.

Dec 2011 – Mar 2014 · 2 yrs 3 mos

• We built employee onboarding software used by a diverse set of customers, from large marquee technology companies in the Bay Area and NYC to food service chains in middle America.
• Acquired in 2014.

Aug 2008 – May 2011 · 2 yrs 9 mos

• Made Facebook games, then pivoted to mobile games in June 2010. Grew the company to 60 people from June '10 to May '11. Raised $18M from Andreessen Horowitz, SV Angel and others.
• At various times I wrote code, lead engineering, designed games, led pre-production and live game teams, kept accounts, negotiated financing and partnership documents, washed dishes, assembled desks, and many other things.
• I either led or was deeply involved with our hit games Tap Resort Party, Tiny Chef, and Tiny Zoo, which received several million downloads and had very large DAU bases. I designed the Tiny Zoo economy which was a top-5 grossing app shortly after launch, and eventually hit #1.

Nov 2005 – Jul 2008 · 2 yrs 8 mos

Jun 2004 – Aug 2004 · 2 mos · Austin, Texas Metropolitan Area

Feb 2004 – Apr 2004 · 2 mos

• Developed web applications for laboratory information management systems and helped streamline development processes.

Sep 2003 – Feb 2004 · 5 mos

• Matt Drake and I built the first iteration of CCMixter (http://www.ccmixter.org) for our Software Engineering for Internet Applications class, 6.171.

Jan 2003 – Oct 2003 · 9 mos

• Developed an Enterprise Java web platform for the online sale of independent music using the Peppercoin micropayment system.