Chris Metcalf Email & Phone Number

Oakland, California, Us

Seattle, Washington, Us

• Led the team responsible for all post-implementation Amperity tenants, including the support of their Data Grid Operators and the reliable delivery of billions of records each day to our customers via our AI-driven data pipelines• Partnered closely with the Product and Engineering teams, providing critical feedback not only on how to improve the platform to be easier to operate, but also how to improve workflow reliability, eventually reaching the point where 99.5% of workflows succeeded without engineer intervention• Worked with Product to launch a set of features to enable customers to self-resolve the majority of workflow failures without engaging with Amperity, nearly eliminating the need for Amperity to intervene in customer-attributed workflow failures• Reduced the cost of platform operations, leading to a 50% reduction in time spent on repetitive support and operations tasks• Directed the implementation of a rich set of metrics and dashboards to track workflow performance, reliability, and the impact of resolution by our team of on-call engineers• Led incident response and communications for major platform-impacting incidents, as well as follow up root cause analysis and resolution• Responsible for growing the team from one to ten Support Engineers, including two Principal Support Engineers, sourced from across Amperity as well as externally• Mentored and "graduated" multiple support engineers to Technical Account Manager and Software Engineering roles

Seattle, Washington, Us

Seattle, Washington, Us

My delivery operations team maintained the most crucial process at Amperity – the data pipeline through which Amperity ingested, cleaned, and stitched data before delivering it back to our customers. This was our core promise, and critical to our success with our customers.• Relentlessly drove the optimization of our delivery operations process, improving the consistency, speed, and reliability of our daily data pipelines for our customers.• Protected our delivery promise for our customers, and ensured that operational issues were promptly resolved, communicated, and used to improve future performance through AAR diagnosis.• Set high standards for the rest of the Customer Success team, in order to protect our delivery promise for our customers.• Was responsible for recruiting and developing talent for the Operations Engineering team, including setting high standards for their performance and growth.In addition, as the Solutions Architect for Customer Success, I served as a senior technical lead and representative for the team, working with our Product & Engineering team to develop, educate, and ensure best practices amongst the Solutions Engineering team.• Advocated for the needs of the Customer Success team, working with the Product & Engineering team to gather requirements for, design, and develop new features and capabilities for the platform.• Served as a senior technical expert for our most complicated customers, helping the team to design solutions using best practices and standards.• Was responsible for onboarding and training new members of the team, as well as delivering training and education to help launch new features and capabilities.

Seattle, Washington, Us

My team of Customer Solutions Engineers worked closely with our clients to bring disparate and messy data sources into our innovative platform to provide a unified view of their customer profiles and deliver never-before-seen insights about how they were interacting with their brands.• Was responsible for recruiting and developing new talent for the Solutions Engineering team, including their training, onboarding, and enablement. Grew the team from 5 to 9 over my first 6 months.• Improved our processes for technical delivery for our customers, launching a new process by which we streamlined the way we scoped, architected, managed, and validated our work, while also allowing us to distribute client work more efficiently across multiple implementers.• Greatly increased the bandwidth with which we collaborated with the Product and Engineering teams, improving the speed and efficiency of technical escalation, providing feedback for new features, and acting as an advocate for the needs of the Customer Success organization.

Plano, Texas, Us

• Led our technical pre-sales and consulting efforts, managing our team of Solutions Engineers, who work closely with our sellers and prospects to discover technical requirements, identify products and solutions that can best solve them, and architect and deliver proofs that demonstrate their value.• Partnered with our Product Development team to provide leading-edge intelligence on product-market fit, provide feedback on features, and serve as an ad hoc product manager for our developer platform and APIs.• Worked with our Global Services team to optimize the delivery and support of Socrata's products• Provided our Marketing team with feedback on the performance of our marketing and lead generation programs• Reported directly to our Chief Revenue Officer• Exited the company as the company's most tenured employee after Socrata secured a successful acquisition by Tyler Technologies, having seen the company through nearly 10 years of growth from 8 to over 200 employees

Plano, Texas, Us

• Represented Socrata to the external developer community, organizing, attending, and mentoring hackathons, app contests, and other developer events.• Educated developers - internal, external, customer, and partner - on the use of Socrata's APIs, writing documentation, producing developer samples, and leading webinars and classes.• Spoke on open data, gov tech, and API-related topics at domestic and international conferences.• Supported developers and partners one-on-one and virtually through channels like GitHub, Stack Overflow, and ZenDesk.• Managed the technical relationships with some of our larger corporate software and service partners.• Built developer tools, such as the much-loved Socrata API Foundry documentation generation tool, which generates live, interactive documentation for any Socrata Open Data API.• Advised product management and engineering on the creation of developer-focused projects like new APIs and platform features.• Grew the number of active, engaged developers by 800% and total daily API requests by 40x.

Plano, Texas, Us

• Worked with the sales and marketing team to develop and maintain the long-term product backlog• Set product vision and design for products such as Socrata DataSync, the Socrata Open Data API, and other tools.• Managed the day-to-day software development process, working with the developers and the Socrata management team to determine project requirements and shepherd those projects through to a successful launch• Led ”special projects” with customers, working with them to determine their requirements, define a project plan, and coordinate with the engineering and customer success teams through the development process.• Developed customer training programs, providing guidance on how to use our products, follow-up support, and maintenance for the support portal and knowledge base• Evangelizes Socrata’s development platform, working with external developers, providing documentation and sample code, and running app development contests and hackathons in partnership with Socrata’s customers

Plano, Texas, Us

• Led the engineering team and managed the software development process, defined feature requirements, and coorinated the development of the Socrata Platform• Managed a successful company pivot, transforming the blist online database product into the Socrata Open Data Platform• Defined the company’s quality assurance process, including establishing the daily candidate cycle, training the company’s offshore QA team, and managing the release process• Lead most of Socrata’s early customer implementations, including some high-profile launches for Seattle, Oregon, and the US federal Data.gov portal.• Architected the Socrata Open Data API, our open-standards API for interacting with and maintaining data on the Socrata Platform

Seattle, Wa, Us

• Managed multiple cross-team projects from conception to completion, from requirements analysis through architecture, development, and deployment.• Served as SCRUM master and managed multiple successful sprints• Provided design and architecture advice and feedback for my software engineers• Developed many scripts and tools to make my management tasks easier.• Built and maintained metrics gathering systems that created financial reports distributed through the SVP level.• Created long-range project plans and scoping, including the generation of project ideas, resource scoping, and models for financial and business impact.

Seattle, Wa, Us

• Acted as interim team lead for several months, managing a team of 6 software engineers while also handling my own development responsibilities• Lead the development of several large software projects, including a highly fault tolerant system for delivering reliable notifications.• Developed numerous other smaller systems for metrics gathering, data analysis, and other tasks• Aided in data mining projects for six sigma analysis• Performed systems management and other common maintenance tasks

Pittsburgh, Pa, Us

Coursework:• Requirement analysis • Management of software development • Software lifecycle processes • Commercial off-the-shelf software systems • Models of software systems • Team building and communicationsAs my final practicum project, I lead the development of an Internet Explorer plugin for an Internet security firm located in Israel. The plugin was designed to detect and block potential phishing attempts by performing heuristic analysis of a pages content and images.I was also a member of the Red Team, Carnegie Mellon's entry in the 2005 DARPA Grand Challenge, a $2 million competition for the fastest robot to complete a rugged desert race without human intervention. I performed software engineering tasks for our machine's long-range LIDAR gimbal mount as well as serving as unofficial team photographer. "Sandstorm" and "H1ghlander", our two entries, finished second and third place, respectively.

Armonk, New York, Ny, Us

Developed a breakthrough software module that allowed developers to work with multi-stage IMS applications using simple Java Bean wrappers. Also produced developer documentation and guides that were delivered along with next production version of our product, and presented an overview of my work at the yearly IMS customer training event.

Ann Arbor, Michigan, Us

Armonk, New York, Ny, Us

Msit-Se, Software Engineering

Bse, Computer Science Engineering