Gavin Chen Email & Phone Number

San Francisco , California , Us

Cambridge, Gb

✳Designed and implemented backend components of Azure-based auto-scaling framework for a SaaS cloud data platform to dynamically meet enterprise customer demands and maintain SLA✳Designed an extensible Chaos Engineering framework for a SaaS cloud data platform to increase reliability through proactive complex issue identification, complementary to other automated testing frameworks✳Implemented Azure DevOps YAML pipelines and PowerShell/pwsh scripts for CI/CD, including for automated cloud deployments

Cambridge, Gb

✳Led the design and implementation of automated end-user API documentation generation end-to-end from source code of REST API cloud microservices to external web publication via templatized CI/CD pipeline consumption; used throughout the entire R&D organization for uniform and standardized documentation generation for the company's SaaS product✳Created a re-usable and extensible "stubbing" Azure Service Fabric application to seamlessly stub all calls to various REST API endpoint microservices for the purposes of creating a templatized and cost-effective performance load testing infrastructure for a gateway component of the company's SaaS product ✳Developed REST API backend infrastructure microservices on top of Azure Service Fabric for the company's SaaS product, including performing code review, pull requests, unit tests, etc.✳Performed targeted troubleshooting and research on key bugs including in open source stacks and presented findings, best practices and takeaways to knowledge share with the larger team

San Leandro, Ca, Us

San Leandro, Ca, Us

✳Ultimate responsibility bearer for OSIsoft's world-class, follow-the-sun technical support operations pertaining to its core enterprise database product, PI Data Archive, as well as Batch & Pharmaceutical Industry products✳Led a geographically distributed team of senior-level product specialist engineers, averaging 2100+ escalation interactions and a customer satisfaction score of 4.89/5.00 per year✳Achieved global operational efficiency improvements of -91% average call wait time, +39% total answered calls, -78% call abandon rate by designing a novel call distribution model✳Represented Support in collaboration with leadership and senior members of Security, Customer Success, Product Management, and other teams for the company's portfolio-wide security update campaign, authoring internal and external resources and workflows✳Created a comprehensive, 360-degree PowerBI dashboard used throughout the Support organization to preemptively identify priority issues, customer success opportunities and issue patterns✳Produced the internal escalation KPI report used by Support and Engineering Leadership to determine success rate of Support to Engineering escalation SLAs✳Introduced operational tools and processes vital to successful remote work including adoption of a unified collaboration tool and a streamlined implementation for internal escalations✳Collaborated with Technical Product Management and Engineering to appropriately prioritize feature development and bug fixes✳Oversaw successful resolution to critical and high-profile customer issues, including decisions on emergency out-of-band patches and hotfixes and product pulls✳Project/product manager for custom Support operations tools including the day-to-day cases dashboard and the organization's Workforce Management web application✳Provided strategic vision and tactical guidance to facilitate the goal of reducing escalation workload, and increasing Support Engineer and customer self-service resources

San Leandro, Ca, Us

✳Resolved 1000+ escalated cases with particular emphasis on identifying root cause for more definitive case closure and new bug & known issue documentation, averaging a 4.96/5.00 internal escalation rating✳Employed advanced debugging techniques in C++ for troubleshooting and debugging such issues as memory leaks, heap corruptions, race conditions, mutex/lock contentions, performance (both software and hardware bound), stack overflow, etc. ✳Documented and created 150+ original bug work items for Engineering, most all-time for anyone outside Engineering✳1000+ Support cases with issues now resolved by bug fixes in the product are from my findings, covering topics such as data corruption, data loss, regressions and security vulnerabilities (including denial-of-service, crashes, arbitrary memory utilization, etc.)✳Developed a functional stack-based buffer overrun exploit demonstration, presented to raise awareness of cyber security and associated best practices✳Collaboratively produced a capture-the-flag penetration challenge using the PI System software suite for the S4 ICS security conference✳Contributed to and taught internal deep dive courses covering product technical design and architecture, networking, data flow, performance and file & data structures✳Built targeted and instrumented custom builds and programs in C++ and C# as needed to facilitate troubleshooting and debugging✳Mentored and onboarded Product Specialist Engineers on advanced debugging techniques, building source code, live debugging, code walkthrough, memory dump analysis✳Used subject matter expertise to record a series of technical installation, configuration and troubleshooting videos for a ubiquitous data ingress component for OSIsoft's public YouTube Learning Channel

San Leandro, Ca, Us

✳Provided technical support for all software product offerings within OSIsoft's Enterprise PI System via support channels including phone, email, web and OSIsoft's Network Operations Center (NOC)✳Closed 1300+ cases, averaging the highest customer satisfaction score among all engineers who had taken 1000+ cases in the same time frame✳Reached the Top 10 Contributors overall, first among Support Engineers in OSIsoft's online community, PI Square✳Trained new Support Engineers through one-on-one shadowing with particular emphasis on troubleshooting methodology and logical problem solving✳Introduced and facilitated adoption of a new virtualization platform (SCVMM) to the Support organization✳Designed a time-tracking application and backend system in C# utilizing OSIsoft's AF SDK and PI Event Frames for tracking Support Engineers' working time to inform Support's staffing model✳Developed a C# application for sending email notifications to Support for new activity and threads in the online community

Bachelor Of Science (B.S.), Chemical Engineering

Introduction To Data Mining

Education record