Dan Martin
San Diego,California
Summary
Results-driven Senior Technical Services Manager at LinkedIn with a proven track record in product quality management and bug resolution strategies that scale company-wide. Spearheaded initiatives that reduced bug resolution time by over 60%, showcasing strong project management and effective communication skills. Committed to continuous improvement and cross-functional collaboration to drive operational excellence. Currently looking to grow into a Technical Program Manager role, or a similar discipline where improving product quality is emphasized.
Overview
22
22
years of professional experience
Work History
Senior Technical Services Manager
LinkedIn
San Diego, United States
03.2020 - Current
- Served as a lead TSM for LMS and Flagship teams, responsible for training new hires, driving consistent Product Quality standards for all product pillar teams, and reporting directly to Eng & Product VPs in weekly Ops meetings on Product Quality metrics.
- Established twice-weekly stand-ups, authored the format, and created the on-call schedule and responsibilities, resulting in Flagship's average bug age dropping 75% to 23.6 days within 3 months.
- Authored and established a Time to Triage metric, operationalizing a 48-hour goal for engineering to triage newly created bugs, resulting in a reduction in average bug resolution time of more than 60%, from 35 to less than 12 days.
- Presented to 30+ engineering VPs covering all LOBs, and gained unanimous consensus on scaling Time to Triage 48-hour SLA company-wide. This was the product of a direct ask from Product Quality's Senior Director and two weeks of direct collaboration with the SVP of Engineering's chief of staff.
- Directly partnered with Flagship TPM teams to establish pillar-level reporting at the direct request of Flagship's Director of Engineering and VP of Product, authoring 169 total JQL queries as validation for the new Flagship Ops Product Quality dashboard, taking a 2-3 hour weekly reporting process and reducing it to 5-10 minutes. This drove a 95% reduction in open and out-of-SLA high-priority bugs from 90+ to less than 5 on any given Monday within 6 months, and has driven weekly Triage SLA% from less than 40% to over 90%, and weekly Bug Resolution SLA% from less than 60% to over 90% within 9 months.
- Co-authored a standardized Product Quality Review template to report on PQ health on a 6-month cadence, training TSMs across all LOBs on best practices, and accumulating feedback to update and improve the template each cycle. This program has secured over 100 shared OKR commitments with R&D partners every six months.
Technical Services Manager
LinkedIn
San Francisco, California
03.2018 - 03.2020
- Received Product Operations Innovation award for authoring and operationalizing enforcement of a new metric, End-to-End Resolution Time, measuring the time from when a member encounters an issue to when it is fully resolved. Co-authored the metric definitions and the requirements for a dashboard that served as the main measurement system of Engineering Duration and overall End-to-End Duration, allowing not only for easy weekly, monthly, quarterly, and yearly measurements, but also for an easy visualization of every bug and the various durations in its lifecycle, including tracking every associated member case. Drove company-wide adoption of this dashboard, which is leveraged by the department and also by engineering teams to this day.
- Co-founded the LinkedIn Marketing Solutions Product Quality Working Group with engineering representation from each product pillar team within LMS. Drove commitment to quarterly Product Quality goals including high priority and overall bug volume goals for each product pillar team, authoring and enforcing a 30 day bug velocity rate mechanism to enforce mandatory post-mortem analysis of high priority bugs exceeding bug introduction rate goals to identify and address root causes. This resulted in a reduction in overall member-facing bugs from over 270 per quarter to fewer than 150 bugs per quarter within six months, driving these to closure with 90% of these bugs closed within SLA.
- Leveraged cross-functional relationships with Eng and Product to introduce standardized feature release guidelines on LMS, reducing member reported bugs for new features in the first 30 days by 80%+. Deeply embedded in multiple migrations on Ads and Profile teams, identifying release/ramp blockers, and partnering with R&D to drive closure before ramping further. This work also resulted in close collaboration with the newly formed User Acceptance Product Evaluation team, responsible for manually testing new features during development, partnering with them to identify potential ramp blockers to fix before ramping further. Early sponsorship of this team helped foster its growth into a fully fledged organization in Product Quality that is leveraged across all LOBs at LinkedIn.
- Authored and drove the adoption of standardized High Priority Bug Comms for department-wide use across all LOBs to deliver timely comms to Global Support teams, resulting in lower escalated case volume, and proactive member-impact comms.
Associate Technical Services Manager
LinkedIn
San Francisco Bay Area
09.2016 - 03.2018
- Reduced the low-priority bug SLA from 90 to 28 days on LinkedIn Marketing Solutions, decreasing the member-facing bug backlog from over 80 to fewer than 25 within four weeks. Maintained low bug levels as business as usual post-implementation, reducing the average low-priority bug resolution time by over 50% to less than 23 days within one year.
- Co-authored the JIRA escalation process for the level 2 support team, achieving department-wide adoption with a 90% deflection rate, culminating in an average escalation time of less than 2 days for high-priority bugs across LinkedIn.
- Investigated over 500 potential bugs per year, maintaining a resolution SLA of over 90% for confirmed bugs opened with Eng.
Product Technical Services Analyst
LinkedIn
Mountain View
10.2015 - 09.2016
- Oversight of 50+ escalated member cases per week, as the last line of defense before escalating confirmed bugs to Ads engineering teams.
- Authored weekly reporting and established a weekly bug SCRUM with Ads engineering, driving a 90% Bug Resolution SLA for member and customer-reported bugs every quarter.
- Led training sessions with level 2 support teams to teach debugging best practices, resulting in higher case deflection rates.
Product Development Specialist
Facebook
Menlo Park, CA
01.2015 - 06.2015
- Driving quality during weekly release cycles by prioritizing and investigating the cause of open bugs and regressions, communicating issues effectively to engineers and cross-functional product team members, and advocating for solutions throughout until resolution
- Responsible for ongoing triage of thousands of bugs on developmental features across iOS, Android, and Web in order to maintain high level of quality across Facebook
- Roadmapping of improvements to existing logging processes to improve the accuracy and efficiency for surfacing and fixing bugs, communicating between XFN engineering teams to see implementation through to completion
Public Content Product Data Integrity Contractor
PRO Unlimited, Inc.
Menlo Park
04.2014 - 01.2015
- Qualitative analysis and categorization of 200+ Facebook pages a day
- Creation of procedures and guidelines to categorize and analyze various video metrics for now ongoing video data analysis projects
- Collaborated to improve quality guidelines and standards
- Data analysis of videos and video metrics on different platforms, identifying trends and patterns
Data Entry/Order Processor
SupplyPro
10.2013 - 01.2014
- Developed and implemented automated Dynamics CRM workflow to send userfacing notifications and troubleshooting instructions re: devices unsuccessfully transmitting data
- Entered account and device information in company’s Microsoft Dynamics CRM database and helped train new team members in basic Microsoft Dynamics CRM
Accounting Clerk I – Contractor through RemX Specialty Staffing
Union Bank
San Diego, CA
12.2012 - 09.2013
Concierge/Front Desk Agent
La Jolla Pacific Regent
La Jolla, California
12.2010 - 10.2012
Student Research Assistant
University of Southern California Combustion Lab
Los Angeles, CA
07.2008 - 05.2009
- Assisted in development of an Enclosed Parallel Burner Combustion Rig for studying the combustion of different fuels, and achieving remote ignition of a flat flame.
Co-Op Intern Customer Service and Project Engineering
Hamilton Sundstrand
San Diego, CA
05.2008 - 08.2008
- Investigated and implemented solution plan for FOD issue with APS2300 APU Air Inlet Screen that had been unresolved for 10 years, discovering the source of the problem and completing Engineering Change to upgrade to a bolted configuration to replace then in-production safety-wire configuration, saving the company millions of dollars a year
- Managed projects and resolved open Action Items for both the Customer Service Engineering and Project Engineering departments
Co-Op Intern Customer Service and Project Engineering
Hamilton Sundstrand
San Diego, CA
05.2007 - 08.2007
- Shadowed a Senior Project Engineer, investigating customer complaints for a variety of APU Program components and drafting Engineering Changes to resolve these issues
- Developed an Excel based MEL Database for Chautauqua Airlines field representative
- Worked on projects for both the Customer Service Engineering and Project Engineering departments
Co-Op Intern Customer Service Engineering
Hamilton Sundstrand
San Diego, CA
06.2006 - 08.2006
- Managed projects and resolved open Action Items for the Customer Service Engineering department
- Developed Demonstration of a proposed Flash-based Interactive Repair Training Manual for APS5000 Program
- Gave training presentations on Microsoft PowerPoint functionality
Office Assistant
Hidden Valley Surgical
06.2003 - 08.2005
Education
Bachelor of Science (B.S.) - Aerospace, Aeronautical and Astronautical Engineering
University of Southern California
Los Angeles, CA06-2015
High School -
Mount Carmel High School
San Diego, CA06-2005
Skills
- Product quality management
- Bug resolution strategies
- Technical training
- Data analysis reporting
- Cross-functional collaboration
- Root cause analysis
- Project management
- SLA management
- Data analysis
- Technical performance monitoring
- Effective communication
- Stakeholder engagement
- Continuous improvement processes
- JIRA administration
- SQL
- AI Prompting
Accomplishments
- 2023 - LinkedIn Member Customer Services NAMER MVP Finalist
- 2023- LinkedIn Member Customer Services #InItTogether Team Finalist
- 2021 - LinkedIn Member Customer Services Impact Award
- 2020 - LinkedIn Marketing Solutions Quality Craftsmanship Kudos Award
- 2018 - LinkedIn Product Operations Innovation Summit Award for "Owning your Product's Quality at Scale"
Timeline
Senior Technical Services Manager
LinkedIn
03.2020 - Current
Technical Services Manager
LinkedIn
03.2018 - 03.2020
Associate Technical Services Manager
LinkedIn
09.2016 - 03.2018
Product Technical Services Analyst
LinkedIn
10.2015 - 09.2016
Product Development Specialist
Facebook
01.2015 - 06.2015
Public Content Product Data Integrity Contractor
PRO Unlimited, Inc.
04.2014 - 01.2015
Data Entry/Order Processor
SupplyPro
10.2013 - 01.2014
Accounting Clerk I – Contractor through RemX Specialty Staffing
Union Bank
12.2012 - 09.2013
Concierge/Front Desk Agent
La Jolla Pacific Regent
12.2010 - 10.2012
Student Research Assistant
University of Southern California Combustion Lab
07.2008 - 05.2009
Co-Op Intern Customer Service and Project Engineering
Hamilton Sundstrand
05.2008 - 08.2008
Co-Op Intern Customer Service and Project Engineering
Hamilton Sundstrand
05.2007 - 08.2007
Co-Op Intern Customer Service Engineering
Hamilton Sundstrand
06.2006 - 08.2006
Office Assistant
Hidden Valley Surgical
06.2003 - 08.2005
Bachelor of Science (B.S.) - Aerospace, Aeronautical and Astronautical Engineering
University of Southern California
High School -
Mount Carmel High School
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