Frank de Jong
| Headline: | Entrepreneur |
| Industries: | Biotech, Cleantech, Computing, Entertainment, Financial, Gaming, Information Technology, Internet, Media, Travel |
| Skills: | Engineering, German, HTML / CSS, Languages, Software Engineering, SQL, Web Development |
| Location: | San Francisco |
| Visas: | US Green Card |
| Interested in: | Employment opportunities, Finding mentors, Finding team mates, Giving back, Helping friends, Meeting new people, Offering Expertise, Partnering with other groups, Professional opportunities, Providing services to startups, Shadowing |
| Schools: | University of Puget Sound |
WORK EXPERIENCE
| Employer: | Demand Media |
| Position: | Manager, UK Support Office |
| Time period: | January 2007 - Present |
| Description: | o Established Demand Media’s first overseas office and was fully operational and staffed within 30 days. Setup and maintained network and office infrastructure, including dedicated VOIP service to US office, LAN and local phone gateway to enable secure and efficient communication with main office.
o Established and grew Support’s first Internal Knowledgebase to achieve a consistent customer experience. o Recruited, hired and 10 full time technical support staff. Exceeded company technical support productivity goals for each employee within 3 months of hire through performance incentives, training and performance monitoring. o Executed agent productivity plan, reducing call abandonment rate by 3% and improved average initial response time from 23 to 12 hours. |
| Employer: | Sprout |
| Position: | Project Manager |
| Time period: | March 2007 - August 2008 |
| Employer: | eNom |
| Position: | Senior Technical Support Lead |
| Time period: | August 2005 - December 2006 |
| Description: | o Interviewed and selected candidates to become part of the Support team. Established training program that decreased new hire ramp-up time from 2 months to 3 weeks while maintaining new hire performance levels.
o Created processes and procedures for advanced level support for DNS, web hosting (Linux &Windows), email (pop, exchange, forwarding) and domain advertising services. o Coordinated upgrade project to move eNom Support to RNT CRM product. Managed initiative to customize and integrate the software to eNom’s different web properties. o Created jargon-free, easy to use technical manuals and FAQs for eNom SSL Certificate and API products. o Managed customer relationships with our hosted registrar partners. Provided demonstrations of eNom’s product suite – provided leads to Biz Dev team. |
| Employer: | eNom |
| Position: | Technical Support Analyst |
| Time period: | November 2004 - August 2005 |
| Description: | o Excelled and proved capabilities within 2 months of hire by exceeding phone, ticket and email response targets.
o Created efficient work processes, enabling time to document systems and processes internally, and for our customers. o Analyzed complex issues and quickly identified and reported problems and bugs to development team. |
EDUCATION
| University: | University of Puget Sound |
| Time period: | 1998 - 2002 |
| Degree: | International Political Economy, BA |
INFORMATION
| Hobbies: | Passionate about skiing, hiking, tennis, technology and photography |
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Frank 's Contacts (3)
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Bob Goodson
British, working in San Francisco on startup YouNoodle. Runaway Oxford medievalist. Former Yelpee.
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John Merrells
I build stuff... software, software business.
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