ServiceNow Cloud Observability is a frontrunner in implementing innovative telemetry solutions critical for optimizing cloud-native and monolithic applications.Our platform centralizes telemetry data serving as a powerful tool for in-depth system analysis. This telemetry-focused approach serves not only as a vital tool for development teams but also as a cornerstone for data-driven strategies that influence various facets of a business.I take immense pride in contributing to a vision that recognizes the unparalleled value of telemetry, driving seamless digital transformation and fostering a culture where data-centric intelligence is pivotal in steering successful businesses.

In my role as Manager of Technical Account Management at Starburst Data, I was trusted with overseeing our most prominent and technically demanding customer accounts. My understanding of organizational needs led to the creation and implementation of innovative systems and processes that saw adoption across the company.My impacts included:• Led and nurtured a high-performing team, fostering an environment that promoted teamwork, empowered individuals, and eliminated barriers, resulting in a significant boost in team performance and individual job satisfaction.• Leveraged my quantitative background and programming expertise to introduce analytics solutions on a team and company-wide scale.• Collaborated regularly with product and engineering teams, contributing significantly to product enhancements.Key skills and knowledge gained:• Systems and process design and implementation• Team leadership and people empowerment• Product improvement through collaboration• Analytics solution development

In this role at Starburst Data, I served as the point of contact for some of our most significant customer accounts, collaborating with top-tier data teams across the globe. Tasked with managing some of the world's largest datasets, I utilized Trino/Presto to devise comprehensive data solutions, while ensuring efficient data federation and massively parallel processing.My impacts included:• Developed and implemented data infrastructure strategies for high-touch accounts. My strategies, formed from advanced federation techniques, improved data storage, retrieval processes, and interoperability for customers.• Deployed scalable data strategies in large enterprise environments that utilized massively parallel processing, leading to enhanced efficiency in querying and analyzing vast datasets.• Designed and introduced team-wide analytics solutions, boosting decision-making capabilities and fostering a culture of data-driven insights.• Regularly engaged with product and engineering teams, acting as a key liaison and contributing significantly towards product enhancement and improvement.This role demanded, and helped further develop, my skills in project management, data infrastructure strategy, and technical account management. My ability to work with complex datasets, drive analytics solution development, and foster collaboration within the team were key to my progression to becoming a Manager on the team.Key skills and knowledge gained:• High-touch account management• Project management and data infrastructure strategy• Application of Trino/Presto through DevOps, and Platform Engineering principles• Data federation and massively parallel processing• Handling and managing large-scale datasets• Analytics solutions design and implementation• Collaborative product improvement

At Infobip-OpenMarket, I combined my technical expertise and client relationship management skills to enhance our global text messaging platforms and ensure their efficient and reliable operation. I had the unique opportunity to manage and oversee the entire global messaging footprint for one of our largest clients, a leading global technology company.My key contributions and responsibilities were:• Worked directly with one of the world's most prominent technology companies, overseeing their global messaging operations. I ensured that every text message was delivered seamlessly, effectively handling billions of transactions worldwide.•Led a diverse team, including engineers, innovators, DevOps engineers, and platform engineers, to monitor and stabilize our real-time global platform, guaranteeing the optimal performance of our systems.• Managed time-sensitive SMS data, demonstrating the importance of time efficiency and accuracy in maintaining data value.• Partnered with Data Engineering to build an innovative and robust data warehouse infrastructure using advanced technologies such as Parquet, S3, Hive, and Presto to handle the massive volume of text message data.• Developed internal visualizations to proactively monitor delivery rates. This system allowed us to detect and resolve issues early on, ensuring optimal platform performance at all times.Throughout my time, I bridged the gap between technology and business, utilizing my technical knowledge to deliver practical solutions and consistently high client satisfaction.

Launched and managed a boutique investment firm focused on leveraging data-driven solutions and quantitative analysis to extract value from financial markets. Utilized advanced techniques, including Neural Networks and quantum computing, to develop innovative tools for derivative pricing and risk hedging.Key responsibilities and achievements:• Engineered business processes and systems to quantitatively analyze data and make data-driven investment decisions.• Designed and implemented live data capture programs and historical data pipelines, turning billions of data points into actionable insights.• Developed automated workflows for Monte Carlo Simulations and tools for mass valuation of options using the Black-Scholes formula.• Conducted deep quantitative investigations into financial markets, focusing on aspects like the correlation between implied volatility skew and equity returns, information asymmetry between equity and options markets, and limitations of option pricing models.• Created a fully automated data pipeline from US exchanges to aggregated visualization, handling all index/equity derivative trades on every US Exchange (2 Million per day), and other vital market data.• Built and configured data aggregation and visualization solutions using Tableau Desktop and Tableau Server, including the creation of dashboards, extracts, and automated refresh schedules.

At Tableau Software, I was promoted to support and engineering roles of progressive responsibility over five years for a $1B business intelligence and data analytics software company. As the Engineering manager for Tier-4 Support, I shepherded a team of ten developers with stewardship of defect triage, resolution, release health reporting, and ongoing supportability of Tableau Desktop, Tableau Server, Tableau Prep, and Tableau Mobile. I managed recruiting, hiring, training, and corrective actions. I also partnered with internal stakeholders to organize an incident management strategy. I led and trained three cross-functional teams to liaise between Support and Development and spearheaded a successful transition to Scrum methodology. Some highlights include:• Drove quality standards for triage of defects to other teams resulting in dramatic 95% reduction in items returned by feature teams.• Reduced defect backlog 90% and sustained low backlog by removing constraints and instituting Scrum best practices.• Maintained bug investigation resolution rate of 60%+.• Fulfilled 100% of daily, weekly, monthly, and annual P1 SLA metrics.• Conceptualized and implemented two advanced training modules to certify support technicians.• Managed and presented a hackathon project involving Natural Language Processing (NLP) and automating the interpretation of defects from Technical Support -- attaining 78% model accuracy within one week.

After being promoted to Premium Support Manager, I guided a team of 13 technical account managers supporting 80 clients worldwide and $3M in annual service revenue. I collaborated with internal and external stakeholders to align needs with new policies and programs improving support processes. I also provided onsite training in North America, EMEA, and APAC regions. Some highlights include:• Achieved 95% renewal rate for existing service contracts.• Championed development of TimeTrack tool to identify active accounts and clients needing attention with low latency and high reliability.• Generated $875K in savings over four years with adoption of TimeTrack tool by 100 global users.• Introduced reporting feature to monitor department load details resulting in better planning and hiring.• Launched capability to visualize real-time account status with automatic alerts and escalations and ability to easily see account history.

As a Technical Account Manager, I provided white-glove service to Tableau's largest enterprise customers. I upgraded servers and monitored server health. I also delivered end-user training and deployment reviews and served as the point-of-contact for Tableau Desktop and Tableau Server. I also drove best practices for highly scalable, distributed environments. Some achievements were:• Promoted synergy and collaboration with internal development team to resolve high-priority issues and accommodate client requirements by customizing solutions for clients with 100K+ users on Tableau server.• Led onsite and digital end-user training sessions on Tableau Server administration, best practices, and advanced analytics for up to 250 participants.• Earned top ratings and promoted to Premium Support Manager in less than one year.

In this role, I supported customer workbook design and calculations for large enterprises. I leveraged expertise in database, ETL, and visualization technologies and deepened my knowledge of business intelligence trends. Some accomplishments include:• Built Natural Language Processing (NLP) Python script to predict all incoming support questions' answers. • Maintained 90% resolution rate without need for escalation or engaging costlier teams.• Automated ten dashboards and associated extract, transform, load (ETL) processes to present single source of truth for 15 technicians bolstering team cohesiveness.• Recognized in Tableau community for troubleshooting and solving complex product issues.

During one of the most turbulent periods in stock market history, I served as an Options Trading Specialist at Scottrade. I played a vital role within a small team setting, managing diverse aspects of the brokerage, and maintaining more than 15,000 accounts.Key responsibilities and achievements:• Executed large volume trades for clients with up to $1M, applying advanced knowledge of options trading to ensure optimal results.• Educated clients through bi-monthly presentations, increasing their understanding of options trading and empowering them to make informed decisions.• Developed and implemented innovative programs aimed at improving the trading experience. These included automated systems for depositing funds and reducing repetitive tasks, enhancing productivity and minimizing errors.• Increased brokerage assets and retained clients by delivering superior service and resolving complex financial issues.• Received FINRA Series 7 and 63 licenses, demonstrating professional growth and strict adherence to industry standards.