Developed microservice-based automation workflows using a Python, Flask, Redis, Dramatiq, Postgresql, and Kafka tech stack. Wrote and executed unit tests with pytest, performed static code analysis with pylint, reviewed pull requests. Provisioned AWS EC2, RDS, and Route53 DNS and deployed code with Jenkins, Terraform, and Ansible.Automated voicemail PIN reset requests to reduce Service Desk ticket volume by developing a Flask app to receive data from ServiceNow, reset the PIN through a voicemail integration, and call a ServiceNow REST API to update and close the ticket.Enhanced ServiceNow wrapper microservice to support attachment of files to incidents, allowing automation workflows to enrich tickets with reports and log files, reducing manual labor for Service Desk staff.Volunteered to help the Enterprise Service Management team reduce engineering backlog and accelerate delivery of value to stakeholders by joining the ESM engineering scrum team, becoming fluent in ServiceNow development practices, and participating in sprint planning.

Developed custom PBX and voicemail integrations and consulted on business logic for automation of user migration from a legacy phone system, reducing labor by over 80 hours per month.Built web-based tools to automate routine administration and reporting tasks, saving over 100 hours of labor per month.Orchestrated major software, hardware, and network upgrades of PBX and related systems supporting over 14,000 users at Nike WHQ, logistics centers, sales offices, and showrooms across the US.

Voice engineering and operational support for the Nike account. Responsible for planning and executing expansion, upgrades, and maintenance of enterprise-class Avaya hybrid TDM/VoIP phone systems supporting over 35,000 users in corporate and regional headquarters, contact centers, sales offices, logistics centers, and innovation and manufacturing buildings worldwide.Worked closely with internal customers to develop and improve communications solutions to increase their groups’ productivity and impact to the business. Acted as a technical escalation point for first and second-level support teams and provided timely resolution for complex trouble tickets. Provided technical mentorship to support staff. Developed and maintain system documentation to aid in troubleshooting and planning.Employed a proactive approach to system management to maintain high availability of critical communications systems. Wrote software to collect data from PBX to aid in capacity planning, system health monitoring, and automation of routine administration tasks.

Managed business-critical telecom infrastructure for 24x7 high-volume call center and corporate offices handling over 250k calls per day. Performed capacity planning and system administration of PBX and 40+ Linux and Windows servers hosting IVR, CTI, and database applications. Installed, tested, and monitored health of 100+ voice and data circuits.Designed an innovative LAMP-based call recording system which increased efficiency and delivered vital, new capabilities for supervisors and trainers as call center staff grew from approximately 50 to 500.Developed web applications to automate manual administration and operational tasks. Wrote custom Nagios plugins for monitoring health of voice and data circuits, IVR capacity, and application status.Planned and executed relocation and major upgrade of PBX, and increased system capacity by over 700%, directly supporting rapid business growth and enabling expansion of call center operations to Europe and Asia.Interviewed and mentored new additions to the telecom support team. Provided 24x7 on-call operational support for production systems.

Designed, implemented, and maintained web-based applications utilizing server-side (ASP) and client-side scripting (VBScript and JavaScript), client-side ActiveX controls, DHTML, CSS, XML, and SQL.Designed and implemented a mechanism for localizing client-side application pages.

Hired, trained, and managed in-house and outsourced technical support staff.Implemented and maintained e-mail tracking system for customer support requests.Created a knowledge base and list of frequently asked questions to assist customers and support staff in troubleshooting common issues.Tracked e-mail and call volume statistics, noting trends, and making changes to improve efficiency and customer satisfaction.Maintained list of top support issues to assist management and software development team with product improvement efforts.

Developed and implemented test plans for web-based applications.Recorded software defects in bug tracking system and communicated these issues to the development staff.Researched functionality and compatibility issues reported by customers.Maintained internal website for QA department, allowing easy access to test plans and documentation.

Performed troubleshooting and provided technical support for anti-virus, data security, network distribution and management, and utility software in DOS, Windows 3.x, Windows 95/98, Windows NT, OS/2, and Novell Netware environments.Developed documentation to assist customers and technicians in troubleshooting software problems.Researched software compatibility issues; performed quality assurance testing of anti-virus and utility software.Provided training and mentorship to junior technical support staff.