• A continuation of my Software Engineering Management position at ShoreTel after we were acquired by Mitel in September 2017• Led a team of 3 engineers to design and build a service that reduced delivery time of very large recording archives (~150GB) to customers from weeks to days• Designed and implemented responsive CSS architecture for a crucial customer configuration tool using OOCSS principles, increasing maintainability of the code and resulting in 0 customer-impacting field issues• Migrated 2 legacy applications from Jenkins to Gitlab for CI/CD• Developed automated database backup solution for legacy call center product that pushes nightly SQL backups to Google Cloud Storage without impacting live customers

• Assumed ownership of legacy cloud platform, managing teams in Australia, New York City, and Rochester• Curated road map to prioritize system stability and capacity across the platform, reducing downtime by 95%• Limited customer churn to under 5% while keeping a cross functional team of system and application engineers engaged developing for an EOL platform

• Internal move to manage team on new go-forward cloud platform• Integrated Angular-based front-end portal with data API using NodeJS to serve critical customer support agent control functions to 10,000 users• Introduced build framework using Grunt to compile code and ensure best coding practices using JSHint resulting in a 90% reduction of failed builds• Designed CSS for critical agent portal with responsive design principles to support agent functions on tablets and cell phones• Spearheaded test-driven development and automated testing efforts using Karma / Jasmine to reduce bugs delivered to QA by 15%• Coordinated with product management to provide insight on development priorities and heuristic considerations

• A continuation of my Software Engineering Management position at M5 Networks after we were acquired by ShoreTel in April 2012• Navigated the team through challenges brought on by multiple acquisitions and a rapidly evolving organizational structure• Led stability project that resulted in 99.99% platform uptime• Provided mentorship for newly hired front end engineers while participating in regular bug fixing and feature development

• A continuation of my Software Engineering Management position at Callfinity after we were acquired in April 2011• Integrated the Callfinity platform with a new cloud-based telephony switch, becoming the defacto cloud contact center offering for the company and delivering service to over 400 customers and 10,000 endpoints• While this was happening, we still had to work on contracts that carried over with the acquisition, so I had to do a lot of resource juggling and wear multiple hats to keep those moving

• Created real-time dashboards in Javascript, consuming JSON-based data feeds via WebSockets to render the statistics and status of call center agents and queues for supervisor

• Created new PHP-based reports to compute and display agent performance, analyzed existing report queries/code to improve load times on existing reports up to 80%• Implemented custom IVR to accept voice/DTMF input and perform lookups in an Oracle database, returning text-to-speech results over the phone• Examined server application logs to investigate and troubleshoot call flow problems for customers• Developed server-side scripts in Python and Bash to automate routine maintenance tasks, reducing unplanned downtime by 50%

• Organized and directed simultaneous projects while communicating with offshore development• Oversaw requirements gathering, analysis, and handling of assets for e-learning courses and web applications• Communicated with offshore development team to track project status• Helped design user interface and workflow of new web applications

• Developed original e-commerce and web-enabled software solutions encompassing requirements gathering, design, coding, testing, and client communication.• Conducted weekly meetings with clients to discuss the progress of various projects• Performed needs assessment analysis to determine software and website requirements• Planned and performed live software demonstrations with customers