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 designed to enable/educate SailPoint implementation partners* Helping implementation team members design creative solutions to complex problems.* Assisting with the actual technical delivery of the solution via written code or complex configuration

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 integrations and APIs, and advocate on behalf of customers’ needs for a rapidly growing platform.* Supported customers through calls, internal tickets with Customer Success Managers, and Slack communication.* Presented and demonstrated product capabilities, through discussion and POCs, in alignment with the Sales team to close deals.* Assisted customers in integrating the platform with their tech stack such as Jira, Datadog, KnowBe4, GitLab, Azure, and AWS.* Provided technical assistance to the Solutions Engineering team, working collaboratively to reach sales goals.* Communicated complex cybersecurity topics to both technical and non-technical employees across the customer base.* Actively participated in Office Hours sessions answering a range of technical questions related to product capabilities and internal processes.* Mentored team members on Drata's platform and assisted in their onboarding.* Developed platform tools using JavaScript, SQL, and API calls to benefit the Customer Success team. These tools provided the following functions: administrative, bulk import, and RBAC.* Documented in Notion our internal processes, platform tools and their functions, and rubber stamp tickets.* Led an Engineering team that consisted of Solution Architects, Software Engineers, Quality Engineers, and Technical Support with the goal of creating platform tools that programmatically manage data.* Researched, tracked, and improved our account offboarding process.

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.• Collaborated with the training enablement team to create an onboarding process for empowering all new specialists.• Developed an interview process which includes an assessment and a panel session.• Led Support Introductory calls with our new customers. Created content that gives them an overview of the team.• Spoke in front of customers and partners at several conferences on Identity topics.• Developed a process for raising Jiras and then led rounds of drills with team members to provide hands-on experience.• Published Change Management, Customer Playbook, and Case Template documents to our Support Portal

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• Escalated feature requests to Product Management as they arose. Ensured that they were assigned to the team and communicated updates on those items with customers• Answered any questions Tier 1 team had over Slack, Hangouts, Biba, or email.• Collected reporting information from Splunk for the Sales team or customers. Data varied by request. Documented the process so that others could run similar reports.• Wrote numerous knowledgebase articles on a quarterly basis – for both our customers to review as well as for internal access.• Attended CIS (Cloud Identity Summit) for five years and spoke on PingFederate and PingOne and provided interactive demos to customers and partners. Gave a talk with the Support team on what I took away from the conference.• Worked hard to keep up our overall NPS by meeting/exceeding customer’s needs. Met SLA timelines for customer cases.

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