Christopher Batty Email & Phone Number

Seattle, Wa, Us

Seattle, Wa, Us

My responsibilities include:• Translating customer reports of Amazon Search issues into technical requests to internal service owners.• Diving deep into code written in a wide range of languages in order to investigate complex customer issues. • Designing and implementing self service diagnostics tools to automate the resolution of >1000 customer issues every week. • Maintaining a broad understanding of the components that make up Amazon Search, with a focus on how they interact.• Serving in an on call rotation to triage, mitigate, and route high urgency customer-facing issues• Designing and implementing issue resolution bots in Python to automate ticket resolution as much as possible.• Developing the long term vision of self service diagnostics and managing backlog priorities to achieve it.• Contributing to Operational Excellence reviews to identify systemic issues and opportunities for process improvements.• Analyzing ticket data to track key metrics and identify improvement opportunities throughout Amazon Search.

Seattle, Wa, Us

• Diagnosed and resolved over 3,000 customer reported issues• Developed and presented a series of hour-long training sessions covering the troubleshooting process for internal services• Created the on call runbook for my team and served in a 24/7 oncall rotation• Resolved 45 high severity escalations• Contributed to the deprecation of a major internal service• Identified gaps in the replacement service and drove the work to get the missing feature implemented, ensuring continuity for a tool that automated over 25,000 diagnostics a month

Burlington, Massachusetts, Us

• Created a class in C# to allow easy manipulation of EDI 835 files• Wrote several tools in both C# and Python, including a program to automate customer retrieval of encrypted files• Remoted into customer machines to analyze logs and client input data to diagnose internal and external issues

Burlington, Massachusetts, Us