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Resume

Daniel Palmer

Interim COO & Director of Technology

Miami, FL, USA  ·  danielpalmer.info/contact  ·  LinkedIn  ·  British (UK), US-based

Professional Summary

Experienced technology leader with over 20 years in progressive roles spanning software development, operations, and executive management within a remote-first environment. Proven track record of wearing many hats to drive innovation and business growth, from hands-on coding and infrastructure management to strategic planning and team leadership. Adept at bridging the gap between technical and customer-facing teams, ensuring solutions align with customer needs and business goals. Hands-on and tech-savvy, with deep expertise across front-end, back-end, mobile, and DevOps, combined with strong leadership in remote team settings. Now seeking a CTO/COO or Director-level role to leverage broad technical fluency and operational experience in guiding technology strategy for business success.

Core Skills

Technical Leadership
Remote team management, cross-functional team coordination, project planning, and strategic technology roadmapping.
Software Development
HTML5, CSS3, JavaScript (jQuery), PHP, MySQL, C++, C#, Java (Android), Objective-C (iOS); full-stack web and mobile application development.
DevOps & Infrastructure
Linux/Unix system administration, Windows Server/Hyper-V virtualization, AWS & Azure cloud services, CI/CD pipelines, CRON job automation, shell scripting, and deployment of enterprise software.
Networking & Performance
TCP/IP protocols, network performance testing tools, diagnostics and troubleshooting, and ensuring high availability of network services.
Business & Operations
Customer relationship management, Salesforce CRM implementation, technical sales support, budgeting and resource allocation, business continuity planning, and new product launch strategy.

Professional Experience

Visualware Inc.

Remote · 2001 – Present

Interim COO & Director of Technology

2020 – Present
  • Leadership & Business Continuity: Assumed executive leadership after the CEO’s passing, ensuring business continuity and stability in a 100% remote company environment. Oversee company-wide operations, including budgeting, financial planning, and day-to-day operational decisions.
  • Technology Strategy: Direct all product development and technical strategy, aligning engineering efforts with business objectives. Spearhead new product initiatives and innovation in network performance assessment tools to drive company growth.
  • Cross-Functional Oversight: Manage and mentor a distributed team across engineering, support, and sales. Facilitate collaboration between technical teams and other departments to maintain focus on customer needs and quality delivery.
  • Key Achievements: Maintained seamless operations during leadership transition, implemented a structured roadmap for next-generation products, and upheld customer satisfaction and support responsiveness in a period of organizational change.

Head of Technical Operations

2015 – 2020
  • Infrastructure Management: Led the design, deployment, and maintenance of all company technical infrastructure. Managed cloud environments (AWS, Azure) and on-premises servers/VMs (Linux and Windows/Hyper-V) to ensure high availability and performance of mission-critical applications.
  • DevOps & Automation: Implemented DevOps best practices, including automated deployment processes and CRON-scheduled maintenance tasks, reducing downtime and improving development cycle efficiency. Built custom installation tools and deployment scripts to streamline product releases on macOS and Linux platforms.
  • Security & Compliance: Oversaw system and data security initiatives, including server hardening, network security testing, and packaging of software with proper code signing and compliance across platforms. Ensured that software releases met quality standards and security requirements.
  • Collaboration: Worked closely with development teams to troubleshoot complex issues in production and staging environments. Acted as a technical liaison for customer escalations, diagnosing and resolving advanced issues in real-time to meet SLAs.
  • Key Achievements: Improved system uptime by implementing proactive monitoring and rapid incident response processes. Successfully migrated key services to cloud infrastructure, resulting in cost savings and scalability improvements.

Director of Customer Solutions & Sales

2012 – 2015
  • Customer Relationship Management: Took ownership of client relationships and support during a period of growth. Acted as the primary liaison between customers and the engineering team, translating customer requirements and feedback into actionable product enhancements.
  • Sales Operations: Stepped into a sales leadership role, managing the entire sales cycle from lead generation to contract negotiation for enterprise clients. Developed and implemented Salesforce CRM processes to track leads, opportunities, and customer interactions, improving sales pipeline visibility and efficiency.
  • Solutions Consulting: Provided technical expertise in sales calls and product demos, addressing customer technical questions and ensuring the company’s network testing solutions met client needs. Customized solutions and proposals for key accounts in telecom and enterprise sectors.
  • Key Achievements: Grew existing customer accounts through improved engagement and support, contributing to increased annual revenue. Successfully rolled out a new Salesforce CRM system that streamlined sales workflows and enhanced team productivity.

Senior Software Engineer, Mobile & Systems

2008 – 2012
  • Mobile Application Development: Led development of the company’s first mobile applications for network performance testing on iOS and Android platforms. Coded in Objective-C (iPhone/iPad) and Java (Android) to bring core product capabilities to mobile devices, extending the company’s offerings to new platforms.
  • Systems & Backend Development: Contributed to core software development in C++ and PHP, building backend services and integrating with MySQL databases to expand the functionality of Visualware’s flagship network assessment products. Ensured high performance and reliability of cross-platform features.
  • Full Stack Collaboration: Worked across the full stack, implementing front-end interfaces where needed and developing server-side logic to deliver cohesive new features. Collaborated with cross-functional team members to integrate mobile and web systems for a seamless user experience.
  • Quality Assurance: Rigorously tested and debugged software across multiple operating systems (Windows, macOS, Linux) and devices to ensure consistent performance. Provided third-tier support in diagnosing complex technical issues reported by customers.
  • Key Achievements: Successfully launched mobile apps that became critical components of the product suite. Played a pivotal role in major version releases of the core network performance platform, resulting in improved user experience and wider adoption by clients.

Front-End Developer

2004 – 2008
  • Web UI Development: Developed and refined web-based user interfaces and administration portals for Visualware’s network performance tools. Used HTML, CSS, and JavaScript (with jQuery) to create intuitive dashboards and data visualization components for customers to monitor and analyze network metrics.
  • User Experience (UX): Focused on improving UX by implementing responsive design practices and ensuring cross-browser compatibility. Worked closely with product managers (and customers directly, due to the small team) to gather feedback and iterate on UI/UX enhancements.
  • Integration: Integrated front-end features with back-end PHP/MySQL logic, enabling dynamic content and interactive functionality in the company’s SaaS offerings. Contributed to designing the overall architecture of the web portal, emphasizing modularity and ease of maintenance.
  • Key Achievements: Delivered a robust admin portal that significantly improved customer ability to configure and use Visualware’s services. This portal became a cornerstone for enterprise clients to self-manage their network tests and reports, reducing support load and increasing user satisfaction.

Customer Support Engineer

2001 – 2004
  • Technical Support & Troubleshooting: Began career providing frontline technical support for Visualware’s software products. Assisted global customers in diagnosing network connectivity issues using Visualware’s tools, and provided step-by-step guidance to resolve technical problems.
  • Issue Escalation & QA: Worked as a critical link between customers and the development team. Reproduced and validated reported bugs, documented issue details, and escalated them to engineers for fixes. Verified fixes in new releases, contributing to quality assurance efforts.
  • Customer Training & Documentation: Created and updated user guides, FAQs, and support documentation to empower customers in self-service troubleshooting. Conducted web-based training sessions for new clients to ensure successful deployment and usage of the products.
  • Foundation for Growth: Gained comprehensive understanding of the product and customer pain points, building a strong foundation in networking concepts and software functionality. This experience facilitated a smooth transition into development roles by aligning technical improvements with actual user needs.
  • Key Achievements: Recognized for excellence in customer service and product knowledge. Promoted into development after consistently demonstrating the ability to solve complex customer issues and contribute ideas for product improvements.

Additional Information