- Acted as the voice of the player in high-severity incidents around the clock, managing the flow ofincidents across the Epic organization, analyzing metrics and playtesting fixes to advocate forplayer experience, and hosting PIR meetings- Built and managed the daily operation and maintenance of live data collection streams andalerting across Epic’s catalogue - Collaborated with the Fall Guys and Rocket League teams to standardize their metrics and alerting, as well as their approach to incident management.- Worked with AWS to launch a new data center in Dallas.- Contributed to the creation of Epic's Cloud Financial Management org, conducting extensive analysis of the Epic's enterprise-wide cloud expenditures, identifying areas of excess expenditure and formulating a strategic initiative that led to a a plan to reduce cost by over $70M annually.- Worked to scale and proselytize the use of in-house forecasting tools to determine teams' cloud spend, allowing teams to determine where they could reduce cloud spend without sacrificing reliability or quality.

- Scaled up EDI program from one person to an entire team of technical program managers.- Co-led the cross-organizational project of moving all existing and future EDI connections from athird-party VAN to an in-house iPaaS solution, cutting Convoy's largest annual cost by over 75%.- Established KPIs to track EDI integration progress, cutting integration latency, and increasingoverall integration efficiency.- Managed cross-org and external stakeholder relationships across Engineering and Sales to trackthe impact of KPI progress.

- Responsible for identifying and establishing repeatable and scalable operations processes as thecompany moved through a 4x hypergrowth phase.- Led the pilot for the mid-size shippers, which became the largest growth area for the company.-Established KPIs for shippers and dashboards to track shipper KPIs, reducing Operations Cost PerShipment by 15% through the early identification of poor performing shippers.- Managed transition from Help Desk to Jira for the SME group, allowing for defined workflows anddata privacy restrictions for tickets.- Acted as SME Incident Commander for all operational and customer impacting incidents.

Established a global overnight operations team with members in Atlanta and Philippines, including2 months onsite in Atlanta.- Developed operations processes and work standards, managing a team of 32 across both ATL andPhilippines time zones.- Discovered ongoing GPS location fraud, and led a cross-functional task force with Quality,Compliance, Finance, and Engineering to prevent over $1M in annual fraud.- Designed and implemented a standard company-wide incident management program, reducingengineering first response time from 7 days to 30 minutes through cross-org expectation setting.

Brought in as a contractor to be the first Tier 2 support for carrier issues. Responsible for responding to emails and calls from dispatchers and truck drivers, to quickly and efficiently resolve issues Tier 1 support could not resolve, or triage and pass to Tier 3 support- Created the first SOPs for common issues, enabling all three tiers to double their headcount by scaling with standardized procedures.- Established process and procedures for spinning up a new Tier 2 team in Atlanta, which was the company's first support team in the US outside of Seattle.