Eric A. Email & Phone Number

Jersey City, New Jersey, US

San Antonio, Texas, US

• Collaborated with cross-functional teams to identify operational growth opportunities and engineer strategic solutions. Implemented automation processes, fostering team cohesion and providing much-needed guidance and.
• Implemented IT policies, processes, and reports to ensure alignment and create predictable outcomes.
• Directed a successful migration of the VM network from one backend system to another, enhancing system efficiency and reliability.
• Achieved significantly reduced VM provisioning times and supported mass OS upgrades, improving operational agility.

San Francisco, California, US

• Led a high-performing technical support team in building and deploying products, systems, and tools, ensuring exceptional customer experiences within LaaS, PaaS, and SaaS environments.
• Functioned as an escalation point, managing key relationships with development engineering teams.
• Collaborated with cross-functional teams to find operational growth opportunities and develop strategic solutions.
• Provided regular updates to leadership on critical escalations and team performance.
• Implemented IT policies, processes, and reports to ensure alignment and predictable outcomes.
• Supported engineers on customer calls, overseeing critical issues and fostering team growth.

• Led and managed a high-performance team responsible for building, deploying, and managing AWS infrastructure, architecture, and DevOps solutions, including networking, storage, containers, and Kubernetes within a.
• Functioned as the escalation point for critical customer issues, ensuring timely and effective resolution.
• Provided regular updates to leadership on team performance and customer feedback.
• Advocated and implemented modern software development practices to drive revenue growth and enhance customer satisfaction.
• Developed and supported key relationships with engineering and development teams.

Seattle, WA, US

• Led the DevOps strategy as a subject-matter expert in building, deploying, and managing DevOps solutions and CI/CD pipelines to advance customer business goals and drive competitive advantage.
• Functioned as an escalation point for critical customer issues, ensuring swift and effective resolutions.

Austin, TX, US

• Led the platform engineering team, guiding the vision and roadmap to maximize technology modernization, infrastructure improvements, and bottom-line growth.
• Promoted a culture of continuous improvement and influenced executives to adopt breakthrough technologies to stay ahead of the competition.
• Provided comprehensive planning, scope definition, and execution to implement and manage advanced technology solutions.
• Functioned as an escalation point for critical technical issues, ensuring swift resolution and continuous support for engineering teams.

Round Rock, Texas, US

• Spearheaded DevOps strategy as a subject-matter expert, focusing on customer deploying, and managing DevOps solutions and CI/CD pipelines to drive customer business goals and competitive advantage.
• Functioned as an escalation point, managing continuous delivery systems and methodologies on AWS.
• Implemented development, testing, automation, and infrastructure tools to enhance operational efficiency and support critical customer issues.
• Designed and implemented infrastructure solutions, resulting in a $5 million} revenue increase.

Round Rock, Texas, US

• Mentored and trained junior engineers in troubleshooting techniques and best practices, enhancing team productivity and technical ability.
• Managed customer escalations with a focus on delivering exceptional service, achieving a 95% customer satisfaction rate in post-incident surveys.
• Conducted root cause analysis for recurring issues, driving the implementation of long-term solutions and reducing incident recurrence by 50%.
• Maintained and updated technical documentation, ensuring knowledge transfer and process consistency across the support team.

Basking Ridge, NJ, US

• Conducted thorough root cause analysis on recurring DSL issues, implementing preventative measures and reducing incident rates by 30%.
• Trained and mentored junior support engineers on advanced troubleshooting techniques, contributing to a 20% improvement in first-call resolution rates.
• Collaborated with cross-functional teams to improve support processes and customer experience, resulting in a 15% increase in customer satisfaction scores.
• Managed customer escalations focused on providing exceptional service and prompt updates, supporting a prominent level of customer trust and loyalty.
• Aided in the build of the NOC and ways to reduce costs but support the integrity and security of NOC assets.