Randy Will Email & Phone Number

Seattle, Wa, Us

Solving technical challenges, enabling people much smarter than me to literally cure cancer.

Hercules, Ca, Us

• Identifying process gaps, inefficiency, communication breakdown, etc. and driving solutions across distributed FTE, vendor, and contract teams for R&D, IT, and ERP.• Defining, socializing, and enforcing policy and standards centralizing governance and reducing undifferentiated heavy lifting.• Building a CCoE and mentoring engineers delivering PoC through Production for IT (landing zone, CMDB), ERP (SAP), and R&D (digital biology, life sciences, and quality services).• Own and drive our AWS relationship.• CloudAware, Landing Zone, Control Tower, Security Hub, EC2, S3, RDS, Storage Gateway, Lambda, Python, Terraform, etc.

San Francisco, California, Us

Some light consulting with the family business while evaluating options for my next full-time direction.Making stuff. Breaking stuff. Taking stuff apart. Helping folks do the right thing.

• Developed, documented, and launched Support product tiers including Sales training,Marketing alignment, P&L analysis, etc.• Hired, trained, and actively mentored Support engineers and TAMs.• Developed engineers and TAMs into Lead and Manager roles.• Implemented automation and monitoring that reduced much of my responsibilities to watching a metrics graph and following up on anomalies or desired changes in trend.Once the Support team was basically self-managing, I stretched out to helping with Product Management strategy and operations.• Developed and documented Product Pipeline strategy including methods, tooling, and RACI as part of our SOC2.• Organized and launched a Product Council of senior leadership from Engineering,Project Management, Product Management, Solutions Architecture / Sales, and Supportdriving the product roadmap.• Launched and maintained Product Pipeline tooling (Trello) and schema/taxonomy enablingquick prioritization and business-critical filtered views.• Halted back-channeling to Engineering by enabling business leaders with more effective,sanctioned paths.• Worked hand-in-hand with engineering and business groups to ensure everyone was getting theinformation they needed to move forward together.

Starting with myself and a single new front-line engineer answering emails, I built a multi-tiered,process driven, engineering integrated Support organization.• Prioritized, tracked, and joined my engineer in directly engaging with customers to bring apreexisting backlog of hundreds of tickets as far as a year overdue current in about 1-month.• Developed, documented, tooled, and enforced escalation methodologies leading to a tightintegration with Engineering and reversing negative impressions of Support.

Seattle, Wa, Us

More west coast growth! Led an amazing team delivering Enterprise Support to some of the biggest names running the coolest environments on the Internet.

Redmond, Washington, Us

Given my history as a Linux / FOSS advocate, people told me I was crazy for joining Microsoft. It was a moonshot, but I couldn't pass up the opportunity to work inside the company to help move them towards collaboration and freedom.I worked with sales and customer engineering teams, helping some of the world's top ISVs thrive in the Azure Cloud. I was an open-source advocate, Linux / FOSS specialist, customer satisfaction zealot, HA cloud architecture trainer, expendable black ops operative, and generally a thorn in the side of folks who didn't want to change as Microsoft executed on Satya's vision of collaboration and cooperation with the rest of the world.• Worked with Ross Gardler (of the Apache Software Foundation) and community developers on a code audit of FreeBSD to help enable an official FreeBSD image on Azure with accompanying source for all GPL components.• Collaborated with Microsoft TED on SCAMP – a user-friendly cloud control panel for easy provisioning to multiple users with a long-term vision of supporting multiple cloud vendors.

Seattle, Wa, Us

Led the AWS Enterprise Support team in California, partnered with Enterprise customers to develop, deploy, and operate some of the most interesting and vastly scaled technology environments in the world. • Launched AWS Enterprise Support sites in San Francisco, Santa Monica, and Orange County. Began the process in Phoenix and Palo Alto.• Discussed Support with prospective customers, collaborated with Sales on pitch decks, and helped train AWS’s first Support BDM.• Managed and developed over a dozen Enterprise TAMs, ensuring customer satisfaction, employee satisfaction, low turnover, and a collaborative, inspiring work environment.• Led recruiting efforts driving 300% team growth YoY.• Defined, measured, and enforced procedures, automation, and goals driving up customer satisfaction while driving down human effort.• Worked directly with customer Principal Engineers and CXOs around the most difficult proactive architectural and reactive troubleshooting engagements.• Met with AWS GMs, VPs, and Principal Engineers weekly, driving resolution to key customer issues. Led and mentored TAMs around executive engagement and escalated problem solving.

Seattle, Wa, Us

I started at AWS as an EAE in Seattle, working primarily with San Francisco customers, given my FOSS leanings and preference for casual business interactions. My customers included major players in 3D design, platform as a service, social media, gaming, streaming, and traditional enterprise. • Engaged directly with customer Operations and SRE teams, providing guidance for high availability, disaster recovery, cost efficiency, and operational simplicity.• Supported customer technical operations through metrics / reporting / automation, service limits and provisioning lifecycle management, roadmap integration, and reactive troubleshooting.• Dove deep (hands-on-keyboard) on escalated technical issues. Worked hand-in-hand with ops teams, developers, support engineers, and all levels of AWS and customer management to achieve timely resolution.• Consulted customers through building their own COEs, driving consistency and best practices across architectures, optimizing foundation services like identity, access, and storage; and generally helping them function as single businesses with common goals.• Integrated many disparate APIs, websites, databases, and other repositories into unified dashboards, quick lookup tools, and automated reports, enabling data backed decision-making and continuous improvement of ops metrics for both customers and internal organizations.• Persuaded AWS leadership to create a California Enterprise Support team to better support the influential southwest tech sector and move me to San Francisco to seed it. Interviewed California EAE candidates to find the best of the best for the pilot team.

Led PA-DSS projects and consultants.Developed compliance methodologies, assessment management and report generation tooling (Catalyst / Perl).Maintained relationships with high-value clients and third-parties. Consulted with PCI SSC and card brands to co-develop mutually beneficial processes and work-flows.

Performed security and compliance (PCI-DSS / PA-DSS) assessments and provided remediation guidance for high-profile clients focused on network and application operations, SDLC, and end-user documentation. Consulted around requirements and solutions with client executives, middle management, development teams, support teams, resellers / integrators / VARs, and end-users. Educated clients on how to maintain compliance as a continuous initiative instead of an annual fire drill.

Managed and maintained commercially hosted CentOS server with ~100 usersManaged and maintained local Debian serversSolved real-time issues as they arose and discussed prevention and next steps with C-level managementDeveloped custom CRM / ERP solutions leveraging existing open source frameworks and augmenting to address unique business requirements

Milwaukee, Wi, Us

Built, maintained, and managed Debian / VMware virtual stack for research projects and application developmentConsulted with campus IT toward campus-level virtual infrastructureManaged research and academic spaces including infrastructure and equipment upgradesDeveloped the X-Fact TTSS survey system for use across various M.S. level projectsResearched and developed visual paradigms supporting student researchProvided expertise and content for local, state, and federal grant proposal documentationManaged student employees, balancing center needs with student educational needsManaged remote employees, streamlining work flow in conjunction with on-site effortsProvided instruction and dissemination of universal access concepts and products to faculty, staff, students, and the publicDesigned Expert Direct survey / Bayesian based direct estimation systemConsulted with primary investigators on database / documentation management protocols

Milwaukee, Wi, Us

Designed and implemented Section 508 and Bobby AAA compliant web presence based on existing content.Consulted with staff and students towards accessibility of all public system interfaces.Designed and implemented accessible data collection software.

Designed and implemented a Section 508 web presence using HTML, Perl, and SSI on OSX.Wrote and maintained database interface, session management, and arbitrary file format parsing engines.

Interpolated FreeRadius, Courier IMAP, and Hoard / ImpWrote Perl / LDAP user management system on RHEL to migrate ~10,000 users away from the standard /etc/passwd setupFront-line Dial-Up, DSL, and E-Mail tech supportTroubleshooting, Repair, and Upgrade of x86-based hardwareVirus / Spyware RemovalOperating System Upgrades