• Led the strategic management and operational oversight of enterprise-level accounts, ensuring robust adoption and maximization of software solutions.• Developed tailored strategies that aligned with client business goals, enhancing system performance and achieving significant improvements in key metrics.• Maintained a broad-based understanding of complex technical landscapes, which facilitated the effective translation of client needs into actionable solutions.• Presented comprehensive reports and insights to stakeholders, driving continuous improvement and innovation.• Fostered strong, trust-based relationships with senior executives, which enhanced client retention and satisfaction.• Directed cross-functional teams in a dynamic, fast-paced environment, ensuring high service delivery and operational excellence standards.• Coached a team of five Associate Technical Account Managers, focusing on instilling observability principles, driving value driven engagements, and refining technical sales skills. Emphasized leveraging observability tools for actionable insights in a customer-centric approach.• Acted as a mentor, providing ongoing support to navigate challenges and capitalize on growth opportunities.• Fostered a continuous learning and collaboration culture, resulting in improved team performance and customer satisfaction.

Biggest Accomplishment:Leveraged expertise in cloud architecture and monitoring tools to develop a solution that overcame compatibility issues with the New Relic infrastructure agent. Configured AWS EC2 instances to extract and integrate critical data from legacy servers into the New Relic platform. This innovative approach provided the client with enhanced visibility into their legacy infrastructure's performance, facilitating informed decision-making and proactive maintenance for improved system reliability and performance.• Collaborated closely with clients to assess their existing technical infrastructure and understand their specific requirements and challenges related to observability.• Provided expert guidance and consultation on observability best practices, including the selection and implementation of appropriate tools and technologies tailored to each client's needs.• Designed and implemented custom observability solutions, leveraging New Relic's agents and third-party integrations to enhance system monitoring, troubleshooting, and performance optimization.• Conducted training sessions and workshops to educate clients on observability concepts, tool usage, and best practices, empowering their internal teams to maximize the value of observability within their technical stack.• Worked closely with cross-functional teams, including sales, product management, and engineering, to ensure seamless execution of observability projects and alignment with customer objectives and timelines.• Contributed to the development of internal resources and documentation related to observability, sharing insights and lessons learned to foster knowledge sharing and continuous improvement across the organization.

Biggest Accomplishment:Led Upskilling Initiative for Support Engineers: Orchestrated a department-wide training program that enabled team members to achieve AWS certification. Delivered engaging lectures, hands-on demos, and provided accessible office hours, tailoring the training to enhance colleagues' knowledge and skills for certification. This initiative not only enhanced our team's expertise but also helped New Relic's status as an AWS partner, demonstrating our commitment to excellence and strengthening our relationship with AWS.• Provided comprehensive technical support to customers utilizing observability tools, including the Go Agent, PHP Agent, CAgent, Linux infrastructure agent, and various cloud integrations, ensuring seamless integration and optimal performance within their environments.• Acted as a primary point of contact for customer inquiries, troubleshooting complex technical issues, and providing timely resolutions to ensure minimal disruption to business operations.• Collaborated closely with software engineering teams to investigate and remediate bugs identified by customers, implementing effective workarounds and contributing to the development of permanent solutions.• Facilitated communication between customers and internal teams to prioritize and address feature requests, leveraging customer feedback to drive continuous improvement and innovation.

Biggest Accomplishment:Enhanced Support Operations through Expertise Expansion: Mastered a range of New Relic agents, integrations, and internal Git repositories, enabling effective support across different engineering groups and reducing ticket volumes. I accelerated bug resolution and improved troubleshooting efficiency by deepening my understanding of various agent architectures. This proactive skill development streamlined support operations and significantly boosted our team's ability to deliver timely solutions to customers.• Provided comprehensive technical support to customers utilizing observability tools, including the PHP Agent and Linux infrastructure agent, ensuring seamless integration and optimal performance within their environments.• Acted as a primary point of contact for customer inquiries, troubleshooting complex technical issues and providing timely resolutions to ensure minimal disruption to business operations.• Facilitated communication between customers and internal teams to prioritize and address feature requests, leveraging customer feedback to drive continuous improvement and innovation.

Biggest Accomplishment:Led Documentation Initiative to Optimize Troubleshooting: Spearheaded a project to catalog common bugs and errors, significantly streamlining the troubleshooting process for our support team. By systematically documenting resolutions and best practices, we improved efficiency, reduced resolution times, and enhanced customer satisfaction. This initiative facilitated a more effective and timely support response, directly contributing to improved service quality.• Served as the primary technical resource for the Litmos product, providing expert-level support to customers worldwide.• Handled escalations from support agents globally, triaging and resolving technical issues efficiently to minimize customer impact and ensure high levels of satisfaction.• Collaborated closely with engineering teams to troubleshoot complex technical issues, identify root causes, and implement effective solutions.• Facilitated communication between customers and internal stakeholders, including engineering and database teams, to address customer needs and ensure timely resolution of issues.

Biggest Accomplishment:Facilitated AWS Certification Success for Support Team: Organized study groups and curated relevant learning resources to support the team's pursuit of AWS Associate Developer certifications. By coordinating study sessions and providing access to high-quality educational materials, I enabled team members to prepare for certification exams effectively. This initiative enhanced individual skills and bolstered our collective expertise, significantly improving our capacity to deliver exceptional support and solutions to customers.• Provided comprehensive support to customers for website hosting on AWS, assisting with setup, configuration, and troubleshooting of hosting environments to ensure optimal performance and reliability.• Addressed front-end issues related to CSS and JavaScript, offering expertise and guidance to help customers resolve website layout, styling, and functionality issues.• Played a key role in launching websites from product team using Chef and AWS, collaborating with customers to define deployment strategies, configure infrastructure, and troubleshoot any issues encountered during the launch process.• Acted as a primary point of contact for technical inquiries and escalations, delivering timely and effective resolutions to ensure customer satisfaction and minimizing downtime.• Contributed to knowledge-sharing initiatives within the support team, documenting best practices and troubleshooting workflows to enhance overall support efficiency and effectiveness.

Biggest Accomplishment:Improved Application Reliability as API and Database Custodian: During my tenure overseeing API endpoints and database systems, I significantly contributed to enhancing the applications' reliability, performance, and maintainability. My management and optimization efforts led to a 10% increase in application reliability over the following year, directly impacting system stability and user satisfaction.• API Endpoint Maintenance: Managed the lifecycle of API endpoints, ensuring their reliability, scalability, and adherence to industry standards. Conducted regular audits and performance optimizations to enhance responsiveness and efficiency.• Database Optimization: Oversaw the database infrastructure, implementing strategies to improve performance, optimize queries, and ensure data integrity. Collaborated with stakeholders to identify and address potential bottlenecks and scalability challenges.• Cross-Platform Integration: Orchestrated seamless integration between Java and iOS applications by aligning API endpoints and database schemas. Implemented solutions to synchronize data across platforms and maintain consistency in user experience.• Issue Resolution: Proactively identified and addressed issues related to API functionality and database operations. Conducted root cause analysis and implemented corrective measures to mitigate risks and minimize downtime.• Documentation and Knowledge Sharing: Documented API specifications, database schemas, and troubleshooting procedures to facilitate knowledge sharing among team members. Played a key role in onboarding new team members and transferring institutional knowledge.

Biggest Accomplishment:Facilitated Transition from NetCommunity to Drupal: Played a key role in the time-intensive migration of our platform from NetCommunity to Drupal. This transition involved significant planning and execution to ensure seamless integration and functionality, ultimately enhancing system flexibility and user experience.• Migration Planning: Collaborated with the development team to develop a comprehensive migration plan, outlining timelines, milestones, and resource requirements. Conducted thorough analysis of the existing website structure and content to determine the scope of the migration.• Content Migration: Performed migration of content from NetCommunity to Drupal, ensuring data integrity and consistency throughout the process.• Quality Assurance: Conducted extensive testing and validation to identify and address any issues or discrepancies arising from the migration process. Implemented corrective measures to ensure compatibility, functionality, and performance of the migrated website.