Customer Service Manager

**** ***** ***** *** • PEABODY, MA *****

PHONE 843-***-**** • E-MAIL *************@*****.***

DARIN K. JACKS

EMPLOYMENT

June 2008 – May 2009 Altova, Inc. Beverly, MA

Search Engine Optimization Data Analyst

Primary responsibilities were to take over, stabilize and revitalize SEO,

SEM and PPC programs. Reporting directly to the CEO, specific

responsibilities included, but were not limited to:

SEM & PPC (Google AdWords) campaign management, setup,

monitoring and budgeting of $1.48M to $2.15M yearly budgets.

Multiple campaigns, hundreds of Ad Groups and thousands of

keyword phrases.

Keyword Research using WordTracker, Advanced Web Rankings,

Google Trends, SEMRush (competitor keyword research)

Developed comprehensive SEO Strategy; including the creation of

SEO guidance documentation to assist product managers in writing

web page content.

Business Intelligence of competitor keyword phrases, SEO analysis

and counter-strategy utilizing tools such as SEMRush, SEO Quake,

SpyFu, Quantcast and/or Advanced Web Rankings.

Oversight (creation, modification and A/B testing effectiveness) of

all Text Ad copy.

Used web analytics via Google AdWords, Google Analytics and, in

the absence of viable success mechanism, developed

charts/spreadsheet, to correctly measure ROI.

August 2007 – Feb 2008 X-Wear.com (COT, Inc.) Provincetown, MA

eCommerce Manager

Increase online revenue (year over year) and achieve top rankings on the

major search engines through SEO. Manage customer service

department. Execute all aspects of the company’s web ecommerce.

Responsibilities included, but were not limited to:

Site wide SEO implementation

SEM & PPC (Google AdWords) campaign management, setup,

monitoring and budgeting.

Implement and maintain Google Analytics for: Google analytics,

Google AdWords, goal tracking, ROI, ecommerce..

Discover site user demographics via Quantcast.

Researched and instituted Live Chat functionality to assist sales and

customer service.

Instituted Google Checkout, primarily to eliminate overseas fraud.

Maintained technical integrity of web site and first line contact for

all web related technical issues. Technical liaison with web hosting

company

Feb 2007 – Feb 2008 OpenVision, Inc. Hilton Head, SC

SEO Specialist

Achieve top rankings on the major search engines through search engine

compliant website optimization. Execute all aspects of a search engine

optimization program including, but not limited to:

Keyword Analysis and Research

Proficiency with Wordtracker.

Web Site optimization including technical, HTML, design, linking

and copy writing.

Develop and implement quality link popularity programs.

Implement search engine and directory submissions.

Provide ongoing reports on campaign deliverables.

Full ownership over client satisfaction and positive results.

Monitor trends in the search engine industry.

Feb. 2006 - July 2006 InnSeason Resorts W. Yarmouth, MA

eCommerce Manager / Webmaster

Researched and Engineered migration away from

MySQL/PHP/LINUX environment to pure .Net (ASP.NET)

environment utilizing SQL Server/C#/Windows Server.

Plan, direct and oversee marketing initiatives, data mining, ecommerce

and other complex projects for InnSeasonResorts.com and other related

sites that are of either an enterprise-wide or business-critical nature.

Day-to-day management of Web Analytics, SEO, SEM & PPC

(NetTracker, Web Trends, Google Analytics, Google Adwords) to

ensure tracking, reporting, and analytics are functioning optimally.

Analyze web site performance and trends, and click stream path

analysis activity.

Develop and evolve monthly Web Traffic Reports

Educate the company as a whole regarding Web metrics - ranging

from terminology standardization to the impact of user behavior on

key conversion and revenue factors.

Assisting with defining key metrics for developing business cases

(including ROI); financial justification for new service offerings and

enhancements; identify new opportunities through data

interpretation.

Provide project management leadership for cross-discipline teams

for multiple marketing projects simultaneously that have significant

impact on InnSeasonResorts.com and related sites.

Manage development of all project budgets and phasing schedules,

and successfully implement to those budgets and schedules.

Work with marketing team to develop search engine placement and

traffic strategies to assist in reaching revenue goals.

July 2005 – Dec. 2005 Hagemeyer NA (TEKsytems) Charleston, SC

Senior Notes/Domino Developer and Programmer Analyst

Application architecture, project estimation and programming

analysis.

Domino to WebSphere consultation and migration.

Domino to/from WebSphereMQ data migration.

Project consultation, estimation and development..

1999-July 2005 IBM Software Group Cambridge, MA

Advisory Application Programmer

Technical team lead and programmer for the FastPass application.

FastPass is a Domino-based reporting tool used worldwide by 10,000+

sales reps, customer operations, and contract administration to access

Passport Advantage data.

Application architecture and programming analysis.

Apply IBM intranet web design, security and accessibility standards

to the FastPass application accordingly.

1998-1999 DynCorp I&ET Alexandria, VA

Computer Programmer Analyst

Technical team lead for Lotus Notes/Domino collaborative web

solutions working on multiple EPA contract projects.

E DUCATION

1985-91 Virginia Polytechnic Institute and State University

B.S. Psychology

SUMMARY OF QUALIFICATIONS

Web Analytics for SEO (Google Analytics, Web Trends & Net

Tracker)

SEM & PPC (Google AdWords, Yahoo & MSN)

Application Programming

Application Architecture, including cost analysis

Domino application development (client and web)

Domino/Web security

Project estimation, oversight and management

Data integration and transfer

JAVA, LotusScript, JavaScript, WebSphere, MQSeries/WebSphere

MQ, (D)HTML, DB2 SQL, Sybase SQL, COBOL, FORTRAN,

Domino Formula Language, XML, LEI, DECS, SAS, PASCAL PHP,

.NET (ASPX) and more.

10+ years: Program Analyst, Data Integration, Application

Development, Database Design, Web Security, Web Design,

Web Application Oversight, Multi-application Integration and

Consulting.

PROFESSIONAL MEMBERSHIPS

Certified Lotus Professional Application Developer

AWARDS RECEIVED

Thanks Award (2005) for work on the OnTarget application, auto-

processing of internet feedback and workflow.

Merit Award (1999) for work migrating Lotus Procurement data to

IBM Procurement system.

REFERENCES

Available upon request

Contact this candidate