Career Experience

Sisense - Customer Reliability Engineer
April 2022-January 2024

Spearheaded the formation and implementation of the Customer Reliability Engineering team, a new multinational team focused on platform stability, scalability, and Day 2 operations.
Innovated a suite of tools enhancing TSE capabilities, including an internal search tool, monitoring suites, and log analysis tools, leading to a 75% improvement in overall time to resolution and a 20% improvement in average customer satisfaction scores.
Championed evaluation and deprecation of unsuitable application components involving Support, Solutions Architects, Technical Account Managers, DevOps, Senior Engineering Leadership, and external consultants, preventing potential churn, regaining customer confidence, and saving over $7 million annually.
Revolutionized Sisense’s largest customer environment upgrade process, shortening timelines by 90% and increasing contract value by 25%.
Served as the senior-most US point of escalation for all issues relating to product security, networking, Kubernetes, compute, and storage infrastructure, both on-premise and in the public clouds (AWS, Azure, Google Cloud) enabling an average first response time of 20 minutes and an average time to closure of under 8 days.
Authored and presented whitepaper solutions and product training sessions to TSE’s, Solutions Architects, Technical Account Managers, and technical writing staff, mentoring over 150 individuals in Networking, Security, and Infrastructure.

Established as the go-to expert for a product primarily written in Java and Node.js with MongoDB, RabbitMQ, and ZooKeeper embedded, and a monitoring stack including Fluentd, Prometheus, and Grafana. The product renders dashboards and widgets from data sources including MySQL, PostgreSQL, Snowflake, and MongoDB.
Drove the onboarding and training process, reducing time-to-enablement by over 80% and instituting a SME-style support structure that cut resolution times by 60%.

Directed Fortune 500 companies in supporting, troubleshooting, upgrading, and maintining vSphere components in healthcare-critical, mission-critical, and business-critical (production) enterprise architecture environments using Java, Bash, Python, and C++ skill-sets, contributing to significant business continuity and growth.
Drove VMware product adoption of support for IPv6-only environments, leading to a $1.3 million contract signed by a well-known social media organization
Facilitated the initial rollout of the Tanzu Kubernetes platform, guiding developers in onboarding, troubleshooting, and managing Cloud-Native applications.
Resolved more than 2500 incidents over a 1-year period, more than anyone else in Premier Services and nearly double the average (median) of my peers.

Designed, tested, and implemented Single Sign-On (SSO) solutions for Global 5000 corporate customers.
Reduced average Severity 1 restoration time from 2.8 hours to 1.2 hours by driving escalations in a timely and informed manner.

Deployed 3.5 million square feet of warehouse and office space across the US in six months; configured server clustering and network infrastructure across warehouses, provisioned end-user equipment, and performed troubleshooting for more than 20,000 wireless clients, leading to a seamless and efficient deployment.