Professional Experience

USA Cycling

Technical Director (2015)

As the Technical Director, I oversaw USA Cycling’s nationwide membership of approximately 1200 officials, and constantly worked to improve their professionalism by establishing, documenting, communicating, training, enforcing and demonstrating the highest level of professional officiating conduct.

Essential Duties

  • Led the planning, oversight, and management of the Officials Programs including educating, training, and assigning of officials.
  • Oversaw officials’ assignments and coordination of officials’ travel and logistics for national-level events.
  • Oversaw the assignment process for regional and local level events.
  • Oversaw officials’ evaluations and peer reviews, and maintained program for officials advancement and re-training or removal of poorly performing officials.
  • Understood, interpreted, and enforced USA Cycling rules and policies.
  • Edited the USA Cycling Rulebook for ongoing changes.
  • Managed disciplinary processes for USA Cycling rules violations including development of disciplinary policies and procedures.
  • Developed, managed, and analyzed a $400,000 fiscal budget for Technical Department programs.
  • Provided customer service to members in a timely manner including responding to questions for a member base of 70,000 requiring an in-depth understanding and evaluation of USA Cycling rules and policies.
  • Worked with Sport Committees and Staff Liaisons to develop/modify competition rules for each discipline.
  • Managed logistics and processes for the Sport Committees including arranging meetings, travel, and agenda.
  • Organized and executed Sport Committee electios and governance of the organization.
  • Provided technical guidance for national championship events, including courses, schedules, and required competitions.
  • Maintained and oversaw the National Technical Advisory Committee (NTC).
  • Managed the Professional Officials Association.
  • Developed, managed, and analyzed a $150,000 fiscal budget for the RaceClean program.
  • Collaborated with Local Associations, national (USADA), and international (CADF, WADA) authorities about anti-doping at USA Cycling events.
  • Managed registration for Union Cycliste Internationale (UCI) teams.
  • Understood, interpreted, and enforced UCI rules and policies.
  • Acted as a liaison for UCI and Foreign National Federation staff.

Knowledge, Skills, and Abilities

  • Effectively worked with all USA Cycling departments regarding regulations and policies.
  • Wrote and communicated at a senior management level.
  • Superior knowledge of USA Cycling and UCI rules.
  • Collaborated with multiple levels of the organization.
  • Aligned with and drove strategic goals.
  • Exhibited superior technical knowledge of a high level cycling official.
  • Understood impact of business decisions.
  • Worked flexible schedule including travel and/or additional non-traditional work hours.

ConnectFive

User Experience Analyst (2011 - 2014)

As the User Experience Analyst, I applied UX research techniques to provide information and insights to the design process, conducted UX usability tests, and performed user research to improve the user interations of websites, software applications, and devices.

Essential Duties

  • Managed all aspects of the user research and validation cycle.
  • Maintained an up-to-date understanding of new technologies and best practices in usability.
  • Developed and implemented user-centered research throughout the design and development cycle using a variety of methodologies,, including usability studies, contextual inquiry, task analysis, heuristic evaluation, benchmarking, surveys, scenarios, personas, and other appropriate qualitative and quantitative research techniques.
  • Collaborated with product management designers, and other stakeholders to gather research requirements, construct test protocols, and independently produce formal UX documentation and reports.
  • Identified, designed, and executed best method or mix of methods-based research questions, timeline and resourcing.
  • Met ambitious deadlines and delivered high-quality work on schedule, including quickly turning around test plans and reports.
  • Worked on multiple projects and consistently delivered work on deadline.
  • Organized and planned technology needs for various types of users and testing environments.
  • Coordinated logistics, scheduling, materials, and technical setup for off-site user validation sessions.
  • Traveled to off-site locations and facilitated validation sessions such as one-on-one moderated tests and focus groups to obtain user preferences and feedback.
  • Documented user feedback with video and audio recording, as well as written notes.
  • Performed quick but thorough data analysis in order to create concise reports for a variety of internal and external stakeholders.
  • Presented feedback and recommendations to stakeholders with the appropriate business and user experience framework.
  • Comprehended and communicated complex concepts clearly.

Knowledge, Skills, and Attributes

  • Experienced in lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, field research, international research, and survey design.
  • Displayed exceptional grasp of quantitative data analysis and statistics and the ability to make sound recommendatioins based on observed user behavior.
  • Experienced in managing projects, processes, or products through a lifecycle with multiple phases.
  • Consistently produced deliverables that were well-written and provided actionable recommendations.
  • Collaborated with a variety of customers, end-users, and team members.
  • Worked effectively as a member of a team while accepting and acting upon feedback from all team members.
  • Exhibited strong problem solving skils and was comfortable independently managing multiple priorities and deadlines.
  • Utilized video and audio recording equipment to conduct user validation sessions.
  • Developed prototypes for use in user validation.
  • Experienced working in an agile development environment.

MetaCommunications, Inc.

Implementation Services & Support Director (2009 - 2011)

As the Implementation Services & Support Director, I influenced changes and improvements with customers, worked closely with engineers on new or custom-tailored solutions, uncovered new business needs across multiple markets, annd developed internal processes for solution delivery.

Essential Duties

  • Facilitated conversations on technical innovation with key customer stakeholders to learn their business, workflow, and IT environment.
  • Discovered and implemented scalable and actionable solutions.
  • Worked effectively with product development and engineering teams across multiple geographies.
  • Functionally decomposed complex problems into simple, straightforward solutions.
  • Worked effectively one on one with customers on a broad range of implementation and support issues.
  • Took ownership of implementation and technical issues, and worked with engineering teams to resolve more advanced issues when necessary.
  • Documented troubleshooting and problem resolution steps in the form of knowledge base notes and articles.
  • Developed, maintained, tracked, and monitored implementation project plans.
  • Wrote project schedules, scope, and proposal documents.
  • Organized and maintained all project related documentation including status, budget, and projections.
  • Coordinated and helped prioritize project tasks within engineering teams.
  • Tracked project time and materials, produced billings, and communicated regularly with the client.
  • Managed customer relationships and identified additional revenue opportunities.
  • Developed, wrote, and produced training programs for both technical and non-technical audiences.
  • Conducted and delivered customer software training in classroom, online, and onsite environments.

Knowledge, Skills, and Attributes

  • Broad technical background with proven ability to dive deep into complex business processes and understood the technology platforms that support them.
  • Experienced working with marketing and creative design environments.
  • Exhibited strong quantitative and qualitative analytical skills in the face of ambiguity, with excellent attention to detail.
  • Effectively communicated across technical and non-technical audiences.
  • Displayed strong technical writing skills.

G4 Business Solutions (G4 International, LLC)

Owner (2004 - 2009)

As the Owner, I managed and executed all aspects of the business including financial, marketing, operations, consultative sales, and implementation of business software solutions.

Essential Duties

  • Assisted customers in the evaluation, purchase, and implementation of business software solutions.
  • Coducted customer needs analysis and defined customer requirements.
  • Developed database-driven customer websites and web-based solutions.
  • Provided third-party contract training and implementation services.

MetaCommunications, Inc.

Director (1992 - 2004)

As a Director, I served an integral role in building the company from a three-person startup to becoming an international company with over thirty employees and four locations. My roles spanned multiple departments including implementation services, marketing, operations, sales, support, technical writing, and training.

Essential Duties

  • Developed and executed marketing strategies, including product branding, advertising campaigns, trade shows, seminars, and webinars.
  • Identified, tested, and implemented new initiatives to drive sales leads.
  • Qualified new leads and re-engaged old leads through segmented campaigns.
  • Managed sales leads and prospects for new business.
  • Provided online pre-sale support and demonstrations to explain the features and benefits of software solutions.
  • Closed sales for new business and worked with existing customers to sell/upsell additional products, licenses, and upgrades.
  • Managed a rapid-paced sales cycle and oversaw customer service requests.
  • Worked effectively one on one with customers on a broad range of implementation and support issues.
  • Took ownership of implementation and technical issues, and worked with engineering teams to resolve more advanced issues when necessary.
  • Documented troubleshooting and problem resolution steps in the form of knowledge base notes and articles.
  • Developed, maintained, tracked, and monitored implementation project plans.
  • Wrote project schedules, scope, and proposal documents.
  • Organized and maintained all project related documentation including status, budget, and projections.
  • Coordinated and helped prioritize project tasks within engineering teams.
  • Tracked project time and materials, produced billings, and communicated regularly with the client.
  • Managed customer relationships and identified additional revenue opportunities.
  • Developed and wrote software documentation, including user guides, tutorials, and technical developer guides.
  • Developed, wrote, and produced training programs for both technical and non-technical audiences.
  • Conducted and delivered customer software training in classroom, online, and onsite environments.