Focus on strategic technical initiatives for our cloud-based ecommerce clients, particularly Large Enterprise Accounts (LEA), including:- Anomaly detection, identifying at-risk environments- Peak-traffic preparedness (both internal and external)- Finding and implementing automation solutions for common technical problems and mispractices- Management of Advanced Technical Support (ATS) in the US, comprising senior-most performance and platform centric specialists; providing overall direction for the larger global ATS organization. - Identifying and educating on performance and scalability best-practices and guidelines- Cross-functional collaboration to drive product/platform/infrastructure changes to support our largest and most cutting-edge clients- Mentoring and technical guidance to the Support organization

Founding member and eventual Lead of newly formed Advanced Technical Support (ATS) team.Responsibilities/highlights included:- Resolving high profile issues and client escalations.- Specialization in performance and scalability issues on a cloud-based ecommerce solution.- Embedded with and coordinated deeply with internal Operations and Platform teams, responding to and proactively preventing critical issues cross-functionally.- Training and mentoring Support colleagues internally; educating customers and partners externally (webinars, in-person presentations).

Provided technical support for enterprise-level retailers (demandware.com/clients) running on Demandware's ecommerce platform.Responsibilities/highlights included:- Full stack platform troubleshooting in a cloud / SaaS / PaaS environment (across all of web, application, database tiers).- Deep server-side and client-side code debugging (javascript and proprietary scripting/templating).- Site-down emergency triage, custom configuration and setup analysis, go-live preparedness.

Escalation point for L2 engineers; specializing in ClearCase, CCRC (WAN solution), core Windows issues.Was responsible for handling critical issues; often engaging directly with a client’s technical team and management.Adeptly dealt with high-pressure, time-sensitive situations -- typical environments being enterprise-level (Fortune 500, federal and state agencies, defense contractors), consisting of thousands of users.Analyzed network traces (Wireshark) and utilized Windows debugging tools such as Process Monitor and windbg to identify failure points and performance issues.Played key roles in resolving many high impact client issues, one of which helped secure the renewal of a $2M contract (2011).

L2 support for ClearCase – resolving product-specific problems, OS, network, and other environmental issues.Specialized as a Windows engineer, but also regularly resolved issues on linux, Solaris, HP-UX, and AIX.One of the team leaders in case-closures (averaging 500+ per year vs team average of ~400).Achieved 97% satisfaction rating from clients.

Resolved customer escalations and handled problematic virus/malware infections. Provided technical advice and mentoring to Tier 1 and on-site technicians.A top contributing author to the internal technician knowledgebase.Researched, tested, and made recommendations regarding new software tools and procedures.

Ranked first in the company for volume of customer sessions handled and successfully completed during this time period, while also maintaining an extremely low escalation rate.Achieved a 97% positive customer feedback rating over 900+ appointments.Remotely repaired all manner of Windows Vista/XP/2000/9X issues for home users, including virus/malware.Set-up and configured home networks, firewalls, file/printer sharing, and wireless security.