AWS Professional Services (ProServe) has a long and storied history of helping customers realize their business goals “better, faster, cheaper and more securely” in the AWS cloud. I have been working to drive a transition of the ProServe business to transform from fully project-based consulting, to a product lead business that drives greater value for our customers while simultaneously enabling us to scale efficiently and improve margins.Since Nov 2022, I have been building the business strategy for delivering “off the shelf, packaged software” to AWS’ customers looking to modernize their applications by taking advantage of the latest technologies the cloud has to offer. I led the development of all business processes, ranging from financial models, international tax and pricing strategy to licensing terms, resale agreements, and go to market strategy. I own all aspects of software engineering for this venture, including vetting and selection of product ideas, engineering quality and security standards, roadmap prioritization, as well as support strategy. I lead seven software engineering teams as well as a handful of program and product managers that are distributed across the US, Australia and India.Major Accomplishments:- Drove executive alignment for business strategy to enable AWS ProServe to build and sell packaged software.- Defined and delivered ready to sell “minimum lovable product” for 9 self-contained software products.- Defined, built and launched private beta for AWS Console experience to provide purchase, delivery and lifecycle management for customers acquiring ProServe software products. - Built organizational structure and charter for seven teams and lead three layers of managers to implement and maintain a high-performance engineering culture.

A key member of the 7 member leadership team working to found a whole new consulting practice, Customer Engineering, within AWS Professional Services. Customer Engineering is a whole new business model for ProServ and we are offering our customers the services of one (or more) experiences Amazon software development teams to engineer a custom solution to their unique problem. Amazon has been building global scale software for over 20 years now and our goal is to bring the Amazon development process, its efficiencies and the high AWS quality bar to our customers.Within Customer Engineering I own the shared services team for the business, as well as many aspects of business development and operations. My team is comprised of the technical subject matter experts who support multiple engineering teams in delivering an exceptional product to their customers. This includes security, UX design and sales/proposal development. In addition to leading this team, I serve as a mentor and career guide for technical program managers in the business. I set the reporting cadence, identify strategic cross team projects for our TPMs and develop the support strategy for our field teams.In addition to my efforts on building the Customer Engineering business, I have also founded a project spanning all of AWS Professional Services to assess and improve software quality. I brought together a panel of subject matter experts and devised an assessment strategy to understand what practices were and were not being leveraged on our largest customer engagements. This led to definition of more than 10 individual work-streams to develop materials and processes which will bring consistency to the quality of software delivered across the 1000s of ProServ engagements.a

Built and managed a software development team charged with command and control of the Kuiper 3K+ satellite constellation from launch through deorbit. I owned all aspects of constellation flight control and management of the TT&C ground infrastructure. This included launch, acquisition, orbit raise, orbit maintenance and demise. As the owners of satellite flight bus maintenance we owned key elements of both space safety and constellation capacity. - Designed constraint solving scheduling system to grow with the constellation and continuously optimize capacity.- Designed multi-modal transport to seamlessly control satellites over different communication links. - Built prototype of scheduling and commanding system using native AWS technologies and successfully interfaced with prototype flight computer.- Worked across the entire Kuiper program to define the concept of operations (CONOPS) for the launch and early orbit phase of the satellite lifecycle.- Delivered successful system requirements review and preliminary design review packages.- Grew team from one to 10 over the course of 1 year, including 5 senior/principal level hires.

I built a brand-new AWS software development organization from the ground up. We focus on building software to improve AWS’ best in class Customer Support experience through more than 4K agents, engineers and account managers. Over the last two years I have grown the team from nothing to its current funding of 51 personnel in 5 teams and delivered 10 new products from design through launch.I set the strategic vision for software development that enables the three business units within AWS Support, the 5th largest AWS line of business, to scale at an Amazon pace. Our software spans the entire business including workforce management, customer relations management, billing, contact routing, diagnostics and troubleshooting as well as customer request automation. I lead recruiting and personnel development for 5 teams which span 6 technical job roles.I also own the config, operation and maintenance for all AWS Support software, including Trusted Advisor, Support Center and our case management platform, running within non-public isolated AWS regions (e.g. GovCloud). I am the SME for all US Government contract and security clearance needs in AWS Support Engineering and I currently hold a top-secret security clearance.Major Accomplishments:- Grew team from 1 Mgr and 4 Engineers to 1 PM, 5 Mgrs and 39 Engineers in 2 years.- Mentored 3 junior dev managers, including two successful transitions from SDE.- Delivered new automated billing system for AWS Enterprise Support managing hundreds of millions in revenue.- Delivered new automation platform for resolving customer requests, that handles on average 3.5K cases/week.- Delivered core customer relations management capability for AWS Enterprise Support.- Delivered product and tech strategy for an integrated operations console to consolidate tools used across Support as well as the operations performance console.- Delivered an event driven analysis platform that operates on every change to a customer support case.

Led the development team that architected Amazon's migration to Content Delivery Networks (CDN) for acceleration of dynamic content. Our goal was to realize both performance benefits and availability benefits from moving the external interface with customers to a geographically distributed system while minimizing the technical, tax and legal ramifications that accompany relocation of website rendering systems into new jurisdictions. We delivered a two vendor CDN solution that balances cost, capability and future functionality growth for Amazon's 27 largest websites years ahead of the expected schedule.• Designed and built the tools that enabled seamless integration testing and customer migration • Designed and built extension to existing performance analysis tools enabling side by side comparison of latency between CDNs and legacy architecture• Introduced capability for intelligent extra-regional routing of requests based on customer attributes• Realized massive latency improvements for underserved customer segments, such as Chinese customers accessing North American websites (66% improvement at the 90th percentile)• Increased denial of service mitigation capacity by 20x• Designed and implemented standard for maintaining request metadata critical to traffic characterization without impacting CDN functions• Managed compliance evaluation from initiation to approval for two CDN partners with Amazon Information Security, PCI-DSS, International Tax and Legal teams

Built the operations concept and team from the ground up to support all of Amazon's retail platform services needed to ensure smooth operation of its first ever isolated Amazon Web Services (AWS) region with a team of 15 engineers. This represents a major shift to consolidate operations of over 30 custom applications, spanning more than 20 unique software development teams from 3 different business areas. After the first year in existence, the team was so successful that we expanded our responsibility to include the entire corporate systems solution for the region, consisting of a 500 user Microsoft enterprise designed to mirror the global Amazon corporate system but tailored to meet our customer's unique security needs. Some other major accomplishments include:• Hired 12 engineers 1 Program Manager and 1 technical writer for the team• Launched the region with only two cleared team members allowed access for the first three months after isolation• Championed and Led development of and launched features for the software deployment system; reduced added effort to deploy software in region from 15 engineer minutes to a single click.• Led the vision, design and development of application to centralize discovery of software pending approval, provide access to detailed information and process the users approval.• Launched eight new services and deprecated one since the region was isolated• Built a modular operations documentation framework that was recognized by AWS and an example of excellence.• Maintained feature parity for services in the region undeterred by the continuous software deployment process practiced by most of the development teams we work with

Lead technical engineer providing back office support and maintenance planning to the entire fielded C2BMC enterprise. Tier 2 troubleshooting support and maintenance for a globally connected missile defense command and control system, with sites in seven different countries and five US states. It spans Sun/Oracle, HP and Cisco hardware, with Solaris, Red Hat, Windows and Cisco ios operating systems as well as various cryptographic and satellite radio equipment. Provides technical supervision of 7 personnel; including workload tracking, task delegation, senior level coordination and hiring for the team. • Fielded first major maintenance release of new spiral and supported numerous issues following• Fielded major IA release, implementing some major changes and associated difficulties

Provided support to USAF 24x7 crew operating the Space Based Infrared (SBIRS) satellite system as subject matter expert for the ground segment. Responsible for software and data-flow troubleshooting of all systems from the antenna to the operator display. Assisted USAF crews and commanders with configuration and maintenance of the ground system to best meet mission needs. Designed, coded and maintained software to support operation and monitoring of the ground system. Reviewed and installed depot delivered software onto the system as needed. • Completed 6 month system level 1 certification in under 2 months. • Learned PERL programming language and put to use in 3 months, supported several thousand lines of code

Hired, trained and managed a team of 10 personnel, charged with standup and normalization of newest Command and Control Battle Management Communications (C2BMC) system suite for the CENTCOM AOR. Primary Missile Defense Agency (MDA) liaison on site; interfaced regularly with NAVCENT and DISA to setup C2BMC suite and MDA operations in Area of Responsibility (AOR). Managed all technical support for two redundant suites of the C2BMC system, including 40 servers (Solaris, Red Hat, Irix, Win2K3), 20 network devices, 12 cryptographic devices, 8 workstations, 2 ADSI/MDSIs and 2 satcom radios. Responsible for initial setup and long term planning of all site logistics issues, including: the operations center, spares, shipping policies and practices for both unclassified and classified materials as well as personnel issues.• Lead team through tumultuous period of unrest in host nation, maintained personnel safety and operations despite declaration of martial law • Provided for C2BMC participation in four CENTCOM JDEX and three CENTCOM AMDEX exercises • Provided training support to entirely new USAF and USN sensor manager crews at two locations

Responsible for a team of 18 personnel, charged with operating and maintaining the lead C2BMC suite and Ft Greely site. Managed all day to day activities performed in support of 24x7 operation of the C2BMC suite. Generated metrics in support of customer's reporting requirements and coordinated all applicable site activities with the appropriate MDA, USSTRATCOM and USNORTHCOM components. Lead the troubleshooting of complex issues involving multiple suites and various missile warning and defense systems distributed across the globe.• Supported numerous missile defense tests, exercises and host nation interface events • Represented C2BMC during MDA control validation test of Ft Greely and preparations for NORTHCOM's • Guided C2BMC in joint network defense exercise with GMD, used lessons learned to improve CND procedures

Managed all aspects of the unit's communications across the Afghan theater, including wired and wireless computer and telephone systems, cable plant and infrastructure as well as technical drawings. Supported web development and database creation, as well as communications design for future construction projects. Additionally, provided counsel on security issues, both electronic and physical, as well as all communications related equipment purchases.• Laid ground work for Migration from three tactical satellite networks to base communications infrastructure • Designed and installed the security and communications infrastructure for $634K, 5K sq ft headquarters building

Executive Officer - Developed and executed group-wide administrative policies, procedures and operations. Advisor to the Mission Support Group Commander on all procedural, personnel and protocol issues impacting over 1,500 personnel. Communications Officer - Filled the position of Officer in Charge for three different sections of the 9th Communications Squadron during this period.• Mission Support: Supervised 3 personnel, responsible for operations and maintenance of base telephone system and land mobile radio system• Plans and Programs: Supervised 6 personnel responsible for project management of all new communications requirements for Beale AFB• Network Management: Supervised a team of 12 who designed, managed and sustained the core network infrastructure for the $13M/6500+ customer metropolitan area network on Beale AFB