Tam Su

Current

• Director, User Experience & Design at support.com

Past

• Director, UI / Production at FOX Interactive Media
• Manager, Interface Design & Usability at World Savings
• Interface Designer at Electronic Arts

• Principal UI / Content Engineer at Centrata
• Web Consultant at Certicom Encryption, MDVista, Wells Fargo Bank, Madison River Communications, Promise Technologies +
• CEO / CTO at Technology Resources & Solutions / MisterBook.com

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500+ connections

Industry

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Websites

• My Website

Tam Su’s Summary

- Entrepreneurial executive with over 11 years’ successful track record in leadership and User Experience (UX) having founded 3 companies with a keen sense for driving the business bottom line.
- Built and managed global UX teams responsible for multi-million dollar projects spanning both web and console gaming environments, significantly impacting cost savings, on-time delivery, and support of business / brand objectives with some of the world’s most well known brands including FOX / News Corp, MySpace, Sony, Wells Fargo, Qwest, Electronic Arts, AVG, Office Depot, CompUSA, Circuit City, Staples, OfficeMax and TigerDirect.
- Avid evangelist for user centered design (UCD) best practices to further revenue and usage goals.
- Expertise in team, project and transition management, agile methodologies, coaching and development, and UX design and production practices. Skilled in Mandarin Chinese.

Tam Su’s Experience

• Director, User Experience & Design

  support.com

  (Public Company; sprt; Computer Software industry)

  October 2007 — Present (2 years 2 months)

  Part of the management team that successfully architected and executed the transition of SupportSoft from enterprise software company to support.com, a technology-enabled consumer services pure-play. Responsible for all UX and marketing design activities of 400+ employee NASDAQ traded company
  Direct multidisciplinary team consisting of marketing, information architecture, usability engineering, visual design, content, and frontend code production skill sets. Responsible for team budget.
  Created marketing design practice, revamped existing UX team, and grew mirror team in the company’s Bangalore, India, office to offer overnight and frontend development capabilities.
  Pioneered and launched the company’s first direct response marketing campaign and product in Q3 ’09, leveraging key insights gained during usability studies and customer observation sessions, resulting in 67% sales volume growth with <$1k/day SEM spend and outperformed traditional product sales conversion by 105% during the same period.
  Advocated for and built the company’s first content management system (CMS), effecting hosting and development cost savings and improved system uptime.
  Contributed to organic SEO and other traffic generation goals. Improved direct marketing and advertising efforts via improved design and production leading to over 30% increase in email CTR in Q1 ‘08.
  Designed in-store and online consumer and sales associate experiences in partnership with major retailers. Contributed to support.com winning the Office Depot 2008 Innovation Award, successful launch of Sony, Staples, AVG and TigerDirect programs resulting in 549% divisional year-over-year revenue growth in 2008 and 100%+ in 2009.
  Led the design of custom call center operations software improving handle time and service delivery efficiency.

• Director, UI / Production

  FOX Interactive Media

  (Public Company; NWS; Internet industry)

  April 2006 — August 2007 (1 year 5 months)

  Director position responsible for the design, usability, implementation of the online user experience for various web properties, including IGN and MySpace
  Contributed to 31% site traffic growth in 2006 with the launch of new channels and features. Introduced pervasive use of AJAX related designs and technologies. Launched versions of sites for international markets, opening global ad revenue. Significantly increased the volume of user contributed content, producing additional revenue generating inventory at minimum cost. Supported the launch of several cross FOX promotional initiatives, driving new viewers to key TV properties. Contributed to successful launch of Google ads and search across the network, fulfilling a deal worth some 900 million over 3 years.

• Manager, Interface Design & Usability

  World Savings

  (Public Company; GDW; Banking industry)

  September 2004 — March 2006 (1 year 7 months)

• Interface Designer

  Electronic Arts

  (Public Company; 5001-10,000 employees; Computer Games industry)

  September 2002 — August 2004 (2 years )

• Principal UI / Content Engineer

  Centrata

  (Privately Held; 51-200 employees; Information Technology and Services industry)

  November 2001 — September 2002 (11 months)

• Web Consultant

  Certicom Encryption, MDVista, Wells Fargo Bank, Madison River Communications, Promise Technologies +

  (Internet industry)

  September 1999 — November 2001 (2 years 3 months)

• CEO / CTO

  Technology Resources & Solutions / MisterBook.com

  (Internet industry)

  January 1998 — January 2000 (2 years 1 month)

Additional Information

Tam Su’s Websites:

• My Website

Tam Su’s Contact Settings

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