GREGORY SHAFFER
Technology
Cabo Rojo,PR
Summary
-Skilled Development Director with 20 years of experience managing high volume websites and applications.
-Experience Managing teams from 5 to 150 with a mix of onshore and offshore resources
-Extensive Experience in Agile environments leveraging CI/CD methodologies
-Experience with AWS/Google/Other/On Premise equipment
-Exceptional understanding of website design techniques and strategies, including Search Engine Optimization
-Adept at improving end-to-end customer experience by maturing quality of products, processes, technology and operational strategies.
Overview
20
20
years of professional experience
Work History
Marketing and Technology Lead
Marketing and Technology, COPR
San Juan, PR
09.2020 - Current
- Responsible for managing the overall development of the COPR sites and annplications including integration with third party services as needed
- API integration, AD integration, CRM integration
- Work with business partners to determine overall communication strategy
- Implement Communication system and integration
- SMS/MMS/Email/App/Web notifications
- Work with external communications companies on various projects.
Development Director
Comcast
Philadelphia, PA
11.2005 - 03.2018
- Responsible for managing the overall Development and operations of the various customer facing Self
- Service applications including but not limited to the My Account application (customer.xfinity.com),
- Comcast Support and sales Chat, Enterprise Messaging Service, Enterprise Alert Processor, Kana, Mobile
- Messenger and the Messaging Integration Platform
- Oversee all aspects of Self-Service Development and Process including: project management, operations/infrastructure oversight, design, content Management, and marketing strategies
- Conceive and execute strategic interactive applications to maximize the user experience, generate awareness, and increase the use of Self Service as a means of support
- Identify future opportunities to extend content, platforms and technologies to all groups within Comcast
- Effectively lead all System business units in meeting/exceeding operational performance requirements
- Build and maintain highly complex server/data base architecture which is capable of supporting millions of queries per day
- Provide leadership and direction to the Self Service team to ensure partnering across functional departments to deliver effective operations
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
- Coordinated ongoing technical training and personal development classes for staff members
- Analyzed employees' skill levels, implemented new techniques to boost staff knowledge
Manager
Comcast
Philadelphia, PA
08.2000 - 11.2005
- Manage the Support Systems team and all Support Systems related applications
- Manage and implement ComcastSupport chat application, the highest used chat application in the industry
- Front end and back end support of servers and applications for one of the most widely used customer support chat applications on the internet today
- Increase agent productivity and reduce e-mail response time by developing an easy to navigate system for agents to browse and find responses for commonly asked questions received via e-mail
- Increase agent productivity and reduce chat response time by developing an easy to navigate system for agents to browse and find responses for commonly asked questions received via chat
- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste
Education
Bachelor of Science - Electronics Engineering, Computers
Metropolitan State College of Denver
2001
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United States Navy Nuclear Power School
Skills
- Agile framework
- Website/app support and maintenance
- Website/app development
- CI/CD environments/methodologies
- AWS/Google
- Project Management
- SEO
- Process improvements
- Team leadership, training and development
- Infrastructure Support and Architechture
- Planning and Coordination
- Website optimization
Timeline
Marketing and Technology Lead
Marketing and Technology, COPR
09.2020 - Current
Development Director
Comcast
11.2005 - 03.2018
Manager
Comcast
08.2000 - 11.2005
Bachelor of Science - Electronics Engineering, Computers
Metropolitan State College of Denver
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United States Navy Nuclear Power School
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