Ian Jaffe Email & Phone Number

Austin, Texas, US

* Gathering customers' business use cases and documenting product-based requirements with recommended solution designs* Educating customers and partners on high-level product architecture, functional design, and best practices* Assisting in the scoping, analysis, and documentation of implementation projects* Developing and delivering technical training.

San Diego, CA, US

As a Solutions Architect at Drata, I am a customer-facing technical expert for the world’s most advanced security and compliance automation platform. I work within the Customer Success function at Drata and work closely with Engineering to drive fast and smooth audit readiness programs, create and deliver best practices for a broad range of complex.

Denver, CO, US

• Created and led a support team that consists of 15 specialists and 3 account managers.
• Met with team members in both 1:1s and on regional calls to provide training, answer any product/platform questions,and build team collaboration; assigns specific tasks to aid in their learning.
• Wrote Support Processes in Confluence that describe everything from standing up a new environment, performing anupgrade, using Support tools, applying service requests, and more.
• Led support process calls twice a month; every call is recorded and shared for the team’s reference.
• Collaborated with the IS team to improve tools and processes including Salesforce, PagerDuty, and Slack.
• Actively participated in leadership calls both within and outside of my department adding to goals and objectives.

Denver, CO, US

• Worked efficiently to resolve customer cases as they arose and were escalated to Tier 2 and 3.
• Worked on-call during the day and on the occasional weekend on my scheduled shifts. Up to 4 hours per day when additional coverage was required.
• Escalated issues to Response Engineering that required their attention. Commented on cases. Recreated problems in my own environment. Kept customer current with their status.
• Maintained my test environments using Scalr including one used by the team for Office 365 SSOAssisted other groups including Engineering and Sales when they had product questions and concerns.
• Reported weekly on my status including current cases, features escalated, knowledgebase articles written, and more.
• Mentored new Denver Tier 1 and 2s as well as the Australian team. Taught them about Ping’s products and processes

Denver, CO, US

• Led a DevOps style Engineering team with twelve members in a Kanban style Continuous Deployment model.
• Defined customer requirements and business criteria for multiple projects and evaluated that criteria with customers.
• Trained employees in Engineering, Support, and Sales departments to use new product features.
• Recruited Engineers to the team by posting job descriptions and actively participating in interviews

Denver, CO, US

• Wrote automated tests using JUnit and Selenium 2.0 for several products and ran tests in continuous integration system.
• Ran performance tests against enterprise server products to identify bottlenecks and optimal environment configurations.
• Administrated Jira and GreenHopper for multiple projects as both a defect management and project management system.
• Wrote acceptance criteria and tests using Cucumber and trained the Engineering department on this approach.

US

• Developed complex investment trading applications utilizing Java, C#, and VB.NET
• Re-engineered the Communications Server automated process which sends files to and retrieves files from the NSCC
• Contributed to the company-wide Service-Oriented Architecture initiative
• Participated in company meetings to help decide on company prerogatives

Ft. Mitchell, KY, US

• Re-designed Drees corporate website using JSP and Flash technologies and integrated solution with internal systems.
• Developed and maintained internal intranet system and developed complex JSP forms that were utilized by the company.
• Monitored and controlled two web and database servers to ensure maximum availability and collected logging data.
• Researched and implemented methods of advanced search engine advertising including Google AdWords.
• Mediated communication and data exchange between various corporate departments and the outside divisions.

• Re-designed website to increase web traffic and improve company’s image (http://www.bidnet.com) which opened the company to additional markets, increased profitability, and increased customer base by 30%.
• Designed a complete bid automation system from the ground up using formal methods of development and doubled the company’s volume, simplified daily tasks of 20 users, and implemented manageability.
• Created a method to automatically receive and distribute federal bids to over a thousand customers which doubled the company’s bid volume and attracted new customers to the service by adding additional products.
• Assisted in development and design of over 20 E-Procurement agency systems located across the country by developing a centralized processing methodology and enhanced database design.
• Implemented a complete system re-design taking a flat file system using the relational database model and created a more intelligent database that could utilize data more accurately and precisely.

Master Of Business Administration (M.B.A.), Software Engineering

Bs, Information Technology