Morgan has worked for nearly two decades building the technology capacity of communities and teams, physical and distributed, mission-driven and profitable.
Currently, Morgan works at Cobot, an independent coworking SaaS company in Berlin, Germany with customers around the globe.
SUMMARY
Technologist that can quickly understand and train support teams and build the systems, documentation and automations to support them. Strong ability to improve operational efficiency while building technical fluency.
International consulting experience in coworking and technology/systems integration. Deep experience monetizing membership-run spaces.
People-oriented teacher and coach. Persistent and curious systems thinker and problem solver.
Key skills:
support process analysis & improvement | capacity building | knowledge management & training
Technologies:
Command line · Git / GitHub · PHP · HTML/CSS · Builds and ships working software with Claude Code — electronic instrument firmware, single-page web apps · G Suite Administration · Excel · Meraki Cloud Management · Slack · Sublime Text
Active cultural producer and electronic musician.
EXPERIENCE
Senior Support Specialist - Upstream Agile GmbH (Cobot)
July 2019 – Present
Cobot is a web-based software that helps coworking spaces around the world manage their bookings, invoicing, payments and members with ease. I was a customer before joining the team.
Serve as Tier 2 escalation for the support team: reproduce and diagnose issues across the UI, API, payment gateway integrations, and RADIUS-authenticated network provisioning
Collaborate with Tier 3 support to interpret error logs and reconstruct request traces across systems to isolate root cause rather than symptom.
Act as the internal escalation point the Tier 1 team brings its hardest tickets to — walking newer colleagues through the diagnosis techniques to upskill, while maintaining strong CSAT scores.
Advise and onboard new customers, often migrating to us from other providers.
Work alongside Sales, Product and Development to proactively predict multi-location/enterprise technical integration and operational needs and identify tradeoffs.
Collaborated with Team Lead to update/maintain majority of the Intercom support infrastructure the team now runs on — support queue, routing logic, troubleshooting runbooks, escalation paths, onboarding docs.
Own Cobot's Intercom instance — escalation rules, filters, integrations, and the ticket taxonomy for sorting and routing everything inbound.
Identify and escalate cross-customer support support issues to build evidence of single-source systemic bugs.
Collaborate with the Support Team Lead and Tier 1 team to convert pattern data into operational and product recommendations tied to company OKRs, with the impact detail Product needs to prioritize correctly.
Built internal Cobot Librarian: an LLM tool that queries Cobot's API documentation, Help Center, and internal docs and returns answers with a confidence score separating documented fact from tacit knowledge.
Automated demo follow-up across Intercom, Capsule, and Notion using Zapier, removing duplicate data entry and context-switching for sales and support.
Grow and maintain the support team’s internal Notion knowledge base — the troubleshooting docs, naming conventions, and reusability standards our team works from.
Director of Technology - The Port Workspaces
October 2015 – June 2017
Analyze and lead development of the Port’s information/technology dynamics, identify opportunities/threats and execute critical technology-assisted support initiatives that keep the Port scaling smartly.
Oversee development and execution of technology roadmap and ecosystem encapsulating more than a dozen internal and customer-facing systems – including payment processing and eCommerce integration, room bookings, customer billing & ticketing support, property access & security, hardware/software networks, printing, email, servers and document management.
Work with CEO, COO and VP of Finance to direct evolution and maintenance of these initiatives while acting as point-of-contact for IT vendors and staff in supporting project execution on time and under-budget.
Achievements:
90% completion of all first-year infrastructure projects in first 8 months
Integration of new eCheck payment system with company bank, saving over $3k/month in credit card fees
Led multi-stakeholder development of door access policy for 16-door, RFID-enabled access system across
3 properties, serving 800+ people with 13 different possible sets of access rules
Successful (vendor-led) integration of new payment processing system for 5 printer VPN network serving 800+ members
Successful migration of all staff to new Google Apps/G-Suite infrastructure, including document recovery and collation from private gMail accounts
Successful migration and training of all staff on new Zendesk ticketing system
Successful recruitment, interview and hire of new IT vendor, including successful offboarding and transition of previous vendor
Research and development of new technology projects affecting top- and bottom-line growth.
Lead the continued development tools and processes for recording data, its analysis and role in executive decision support.
Systems Manager - The Port Workspaces
June 2017 – December 2018
After an amazing 18 months building out the information, training and interconnected hardware systems at the Port, I’ve transitioned to a part-time role as our in-house systems manager to pursue other passions and make space for career reflection.
In this new role at the Port, I manage and administer all internal tools for our team including Google for Work (G Suite), Cobot, Zendesk, Slack, Brivo door access and printing while monitoring the data flowing through these systems. Much of my work revolves around gathering multi-stakeholder input to improve the experience of these internal systems and operations.
I also maintain our internal knowledge and training resources while advising on new systems integrations and driving adoption of new tools and processes to improve our data reporting and operations.
Partnerships Manager - Appleseed
January 2014 – January 2016 (2 years 1 month)
Lead and developed a distributed, international team to form a partnership connecting coworking spaces to universities through the provision of networked, entrepreneurial learning.
Achievements:
secured MOUs from 2 universities, 2 coworking spaces and a business incubator
developed and submitted a 2 year, €300k research proposal to the EU Framework Programme for Research and Innovation
built a private social network for members between partner spaces + ongoing exchanges between Berlin, Slovenia and Italy
Artistic Director - Villa Tereze Creative Hub & Retreat
November 2014 – October 2016 (2 years 1 month)
Advise and co-develop business strategy, online technology operations and P&L with Creative Director. Research and curate new cultural programming and visitor experiences with extensive service provider and creative network in Italy and Europe. Storytelling and copy-editing of all printed and web material.
Achievements:
co-founded and established creative residency and holiday home as legal entity with Italian tax number
established artist residency program with 6 residencies in 1st year of operations
maintained 90% fill rates for 1st summer vacation season
successfully twinned the cities of Riga, LV and Senigallia, IT
secured media collateral to be displayed at international Brodetto di Fano Festival
ensured responsive, mobile WordPress website across devices
Our work connects us to other unique retreat experiences revolving around authentic arts and culture, entrepreneurship and organic cuisine - all while providing a beautiful refuge for highly creative and confidently entrepreneurial families.
General Manager, Community Operations - Agora Collective
August 2013 – October 2014 (1 year 3 months)
Agora is a project space with café, coworking and artist residencies based in a 5 story alt-bau in Berlin. I served as central point-of-contact for events and programming while managing and developing core operating systems to meet real-time needs of Agora.
Lead all community operations, rental agreements and facilities management while regularly maintaining >70% fill rates.
Achievements:
lead an operational team to scale facility operations from 2 to 5 stories
doubled turnover (€30k-€70k)
tripled monthly customers
streamlined café operations and increased number of plates served by 30%
improved member onboarding process through community design charrettes
Upon succession, left a newly built intranet containing contract templates, a Policies & Operations manual and successfully hired the next manager to become steward and manager of all systems built.
Agora has been: written about on the Guardian, USA Today, Berliner Morgenpost, Germanwings Magazine worked with clients like Bose, SoundCloud, Sennheiser, Bosch and Lufthansa
Agora Collective e.V. has partnered with Instituto de Cervantes, Tate Liverpool, Red Bull House of Art and is currently co-funded by the Creative Europe Programme of the European Union.
IT Project Manager & Organizational Consultant - Agora Collective
May 2012 – August 2013 (1 year 4 months)
Conducted IT/operational needs assessment and developed a plan to address them.
Built new systems to gather sign ups, process payments and support front-of-house operations.
Achievements:
1 year technology road map co-developed and approved by key stakeholders
new, integrated system for invoicing desks, events and meeting room rentals
stabilized pricing structure to meet P&L requirements
regular >60% fill rates
flexible contract templates to deploy for new clients and projects
updated website with calendar and booking functionality
private social network for building and connecting community in-house
Lab Program Manager - Media Arts Center San Diego
January 2010 – August 2011 (1 year 8 months)
Acted as central point-of-contact for all content, operations improvements and instructor onboarding for lab programs. Liaised between parents, students, instructors, staff and volunteers in creating policies and procedures for operating seasonal educational programming.
Achievements:
established new instructor onboarding process
developed new workshop signup, payment and registration process with CRM integration
created seasonal digital media curriculum
Youth Media Camps are now a regular revenue-generating education program
Co-founder/Artist - SHARE
January 2006 – August 2011 (5 years 8 months)
SHARE is a global network of new media artists who meet regularly in different cities to share, exchange and support each other through unique audio, video and internet-enabled open jams.
Achievements:
established 3rd node of SHARE global network for new media jammers
secured one year of in-kind venue space for San Diego venue
migrated online community from Meetup to custom-made Drupal content management system
secured and coordinated in-kind donations and volunteer support to run twice-monthly open audio/video jams
Business & Web Operations Manager - A Word with You Press
2010 – 2011 (2 years)
Advised on all business and operations strategy, while ensuring all back-office systems continued to run smoothly.
Achievements:
integrated enewsletter and blogging notification system
invoicing system integration with email notifications
responsive website with contest submission system and eCommerce capabilities
newly designed logo, fonts and style guides
custom-built intranet for staff and volunteers to test and vet ideas before launching
Community Technologist - Fablab San Diego
November 2009 – January 2010 (3 months)
Facilitated a small team of designers, technologist, artists, instructors and developers to setup Fablab San Diego’s first website and seed development of their organizational team.
Achievements:
stewarded first WordPress-based site for organization
established framework for ‘geek-in-residence’ program
co-managed booth operations for first appearance at San Mateo Maker Faire
New Media Educator - CuriousWorks
October 2009 – November 2009 (2 months)
In collaboration with other staff from CuriousWorks, I led new media workshops in mining and remote. Indigenous communities in the Pilbara desert of Western Australia after using Kickstarter to raise the funds necessary for the trip.
While in Australia, I:
Taught blogging and social networking to high school students
Supervised film production processes (brainstorming, shooting, editing and uploading) for student made films in an elementary school
Built the internal online capacity of CuriousWorks main office
Regularly blogged across social network properties as needed
Trained teachers and students on blogging/online media distribution using ‘train the trainer’ model
Provided support and consultation for WordPress web development for internal staff and partners
We also got our youth on national news television and newspapers and they continued running a film festival – on their own – after we departed.
AmeriCorps VISTA Leader - Corporation for National and Community Service
June 2007 – December 2008 (1 year 7 months)
While here, I provided mentorship and support for onboarding new AmeriCorps VISTAs, about 15 distributed across the country.
Distance leadership, millennial/peer guidance, wiki management and contribution, thought leadership, general support for the difficulties of living below the poverty line while serving as an AmeriCorps, network building, humor
Online Community Manager (AmeriCorps VISTA, Digital Arts Service Corps) - National Alliance for Media Arts & Culture
June 2007 – December 2008 (1 year 7 months)
Acted as online community manager and technical advisor to organization’s web operations. Led redesign and migration of 1500 page content management system website to new platform (ColdFusion to Drupal).
Achievements:
successfully redeveloped and migrated legacy content management to new CMS platform
led design and technology migration process
managed outsourced vendor/developer relationships to ensure successful migration
custom-coded new features per staff/community requests
migrated staff IT systems to Google Apps intranet and trained senior staff on use and management
Media Artist - The Media Arts Center San Diego
September 2006 – May 2007 (9 months)
Digital storytelling, training, IT recommendations. I helped operationalize the first pilot of MACSD’s community storytelling stations. They have since partnered with the California State Library to oversee the installation and staff training of 6 digital storytelling stations in libraries across the state.
Community Technology Coordinator (AmeriCorps VISTA) - San Diego LGBT Community Center/San Diego Community Technology Coalition
September 2005 – September 2006 (1 year 1 month)
Coordinated community technology programming and IT operations for community computer lab.
Achievements:
established and managed volunteer community advisory committee
created interactive CD-ROM LGBT marriage equality toolkit, eventually used by state-wide organizers
managed computer lab for LGBT youth
built first, publicly accessible Google Map of all San Diego community technology centers/computer labs using open-source content management software
Warehouse Coordinator - Amador-Tuolumne Community Action Agency
May 2004 – December 2004 (8 months)
A project of the Amador-Tuolumne Community Action Agency, I worked with volunteers and churches of multiple denominations to coordinate logistics in procuring and distributing over 6 tons of food to a 5 county rural area every month.
I also worked on improving inventory systems for our food, tracking volunteer hours and rewriting the operation manual for the warehouse. I also hired and supervised an AmeriCorps Member.This was an incredible learning experience for me with an incredible mentor.
EDUCATION
University of California, Santa Cruz
B.A. Critical Inquiries In New Media Technology, Media Arts & Culture, 2001 – 2004
HONORS & AWARDS
AmeriCorps VISTA Leadership Certification 1 week Federal training + year of service
Grant Recipient: Erasmus for Young Entrepreneurs 3 month fellowship between Berlin, DE and Marotta, IT