Carl Du Plessis Email & Phone Number

Products and software services - more to come.

Dallas, TX, US

• Building the data findability platform within AT&T for use by 100k+ knowledge workers
• Cataloguing data across multiple clouds, warehouses and environments
• Making data accessible, useful and relevant to encourage data analysis and automation
• Connecting LLMs to data at scale to allow anyone to explore and understand data

Dallas, TX, US

• Driving Data & AI Maturity by making every employee an expert with data.
• Scaling a product organization from 2 members to over 20 in 2 months including interviews, building a design system, establishing product pods, defining strategy and establishing operating procedures.
• Established daily product metrics (via Databricks and Power BI) and launched an OKRs pilot program across multiple product teams.
• Researching, prototyping and implementing data products utilizing generative AI (LLMs, GPT, Midjourney) for corporate applications across software development, marketing, and IT.

Dallas, TX, US

• Scaled a team of data scientists, data engineers, and developers to drive AI into 5000+ retail stores using Salesforce. Use cases include lead prioritization, cross selling recommendations, and targeted campaigns for.
• Led a data science and automation team to identify, eliminate, consolidate, and automate 400+ approval workflows in ServiceNOW to support >$100M cost avoidance. Methods include RBAC & ABAC mining, analytics.

Dallas, TX, US

• Scaled a web-based self-service platform (zero to one) to address an internal need for concise, simplified internal IT support. Platform leverages internal knowledge bases, existing APIs, and internal ticketing systems.
• Search (Federated search aggregating multiple internal search feeds with a custom internal documentation search)
• User Intent Recommendation (User profiling system to recommend/highlight support based on system logs, previous actions, and user information)
• Virtual Assistant (Custom built Microsoft Bot Framework chatbot using LUIS entity recognition, LUIS intent recognition and custom API integrations)
• Automated Resolutions (Log based analytics to trigger automated support to resolve issues upon detection)
• User-Journey Mining (Ticket mining systems to recommend self-service portal enhancements based on requests that required human intervention)

Dallas, TX, US

• Implemented Agile/SAFe best practices including PI planning, release cycles, and a development cadence across multiple product lines with over 40 members allowing for improved velocity and communication
• Acted as the liaison between product senior leaders, engineering, design, and multiple business units to lead two products with over 20k hours of development from ideation through delivery
• Performed business analysis using common methods such as Porter’s five forces and LBGUPS to determine business value of multiple products
• Transitioned dozens of clients to a newly adopted 3rd party platform after deciding to end development

Dallas, TX, US

• Transitioned a 129 FTE service desk from a legacy application to a modern cloud-based with a 100% adoption rate allowing for a 120% account growth for the center
• Constructed, and trained an updated desk level procedure to better utilize 24x7 staffing that increased ticket throughput and decreased operating costs by up to $300k annually earning personal VP accolades and.
• Championed and developed a SAP Business Objects reporting system to analyze.25 million data points monthly providing a 2500% increase in visibility to ticketing system operations and agent performance
• Initiated and led weekly staff meetings with mid-senior management to define center vision, projects, and impact

Dallas, TX, US

• Prototyped and engineered a set of web applications that reduced call center workflow development time by 90% resulting in a 35% increase of high impact enhancements (>$20k / year savings)
• Designed technical troubleshooting workflows resulting in over $200k annual cost reduction and VP recognition
• Presented training on TCP/IP technology (LAN, WAN, Copper, Fiber, POTS) to management level employees
• Trained on Scaled Agile Framework (SAFe), Scrum Master, and JIRA technologies

Dallas, TX, US

• Performed support and team lead duties to assist and manage issues and escalations related to Fiber, Ethernet, VOIP, SIP, DNS, Teleconferencing, and TCP/IP with government and large business clients. High volume call.
• Six Sigma & LEAN trained
• Strong customer service and communication skills
• Used JavaScript, PHP, & Python to construct management tools and various in-house tools
• Developed and presented multiple process proposals to management

• Project-by-project based employment assisting full time web developer with major projects. Projects included LAMP server provisioning, website development, network setup, and eCommerce creation.
• Utilization and understanding of Ubuntu & Red Hat Linux
• Extensive use of JavaScript, HTML, CSS, SQL, & PHP (and related frameworks)
• UX work with Photoshop, Sketch, and CSS (Bootstrap/Foundation/Flex)

Entrepreneurial venture involving 60+ hour work weeks. Started and grew a customer base with direct and alternative marketing methods (door to door, email, cold call, lead based, web based, traditional marketing) resulting in a >$70k revenue branch of business with 6 months. I performed interviews, trained, and managed multiple (up to 5) full-time.

Master Of Science - Ms, Computer Science | Data Science

Bachelor Of Science - Bs, Software Development (Computer Science)

Switched Majors, Civil Engineering