Resume
63 Stowecroft Road · Arlington, MA 02474
617.710.4081 · dunster@dandunn.org
Experience
August 2006-June 2008 Manager of Customer Experience Cambridge, MA
• Worked in several roles as the company grew and was acquired. Ultimately responsible for customer experience on the site, from bugs to customer support.
• Performed the data analysis of site usage and purchases. Defined metrics to measure the relative success or failure of products, partners, marketing efforts, and new features.
• Managed, hired, and executed QA operations for tabblo.com and partner minisites. Managed the risks and business needs of code updates to the websites. Tabblo.com used a type of agile development, sometimes with several code updates in a week.
• Managed, hired and executed customer support operations.
IMlogic/Symantec
June 2004 - August 2006 Senior Client Services Engineer Waltham, MA
* Provide support to IMlogic customers. Support role focused on resolving escalated issues. Managed high-profile customers, ensuring satisfaction through difficult implementations.Support team management, including hiring, review, group performance tracking, training, and mentoring.
* Performing professional services remotely and onsite, including architectural planning, installations, upgrades, and troubleshooting.
* Responsible for special projects including creation of proof-of-concept systems for high-profile prospects and managing conversions from competitors’ installations.
EMC/Documentum/eRoom Cambridge, MA
July 2002-June 2004 Senior Technical Support Consultant
* Providing third-tier technical support for eRoom server administrators. Issues commonly involve IIS, MS SQL Server, email configuration, browser plug-in support, data restoration, and upgrade advice.
* Supporting the first integrations of eRoom Server and Documentum’s Content Server.
* Responsible for training North American, European, and AsiaPac first-tier engineers.
* Coordinating cross-departmental projects including documentation, quality assurance, development, support, and product marketing.
Abuzz
Feb. 1999- Dec. 2000 Director of Member Service Cambridge, MA
I changed roles as the company was bought by The New York Times and grew from 25 to 70 people.
Technical Support:
* Responsible for technical implementation and support of a software product (Beehive) being installed in large companies and consultancies.
* Maintained client relationships, learned client infrastructure and procedures, installed Beehive for clients, and supported its users.
* Identified and documented bugs. Proposed and defined new features. Helped to prioritize bugs, features, and release dates.
* Did troubleshooting for Beehive’s various protocols, including MS IIS webserver, POP, and CORBA.
Member Service:
* Staffed, trained, and managed the department as it grew
Research:
* Implemented a procedure for data capture and analysis of member activities
* Researched performance models, revenue models, and user segmentation. Wrote SQL queries against Oracle database.
* Defined several previously unexplored user segments in the market. Designed and wrote usage reports for the design, product, community, and management teams.
* Improved our conversion rate, banner click-thru, retention rate, and other key metrics through analysis of member activities
Project/Operations Management:
* Coordinated equipment purchase, installation, setup, and testing of Abuzz’s web application designed to handle 2 million users; negotiated a web-hosting contract.
* Handled all site operations during launch of http://www.abuzz.com
PlanetAll.com
Aug.1998-Feb. 1999 Customer Service Representative Cambridge, MA
* Responsible for answering all customer questions and problems
* Assisted project management with decision making on feature implementation
* Communicated customer needs to product team
Alpha Delta Phi International Fraternity
May 1995-May 1997 Chapter Service Consultant
As the only paid employee, I worked independently to advise 30 chapters in the United States and Canada. Typically this involved maintaining a relationship with the university and its representatives, assisting in chapter budgeting and treasury activities, training and advising chapter officers, and advising alumni leadership. I also organized annual conventions and bi-annual regional conferences, and assisted in fundraising, including managing the annual phonathon.
Education Massachusetts Institute of Technology Cambridge, MA
Bachelor of Science in Mechanical Engineering
Other activities: Biking, motorcycling, computer games, and darts. Involved in local government, serving as an elected Town Meeting Member and member of Finance Committee.
Last updated: 6/08