Mark Abramson Email & Phone Number

California, United States

San Francisco, California

Operating at the nexus of technology and finance, I bring an understanding of software architecture, development, and deployment to the purchase of resources - from contractors to infrastructure to tooling.My focus is on outcomes, with the goal of making the best decisions within the realities of staffing, timing, and economic factors. I believe such outcomes are achieved through focused experimentation, with good checks and balances.I currently lead the Vendor Management Office, which creates systems to help internal stakeholders develop strong justifications for their purchase requests. This includes implementing new vendor and renewal processes, and ensuring the right-sizing of purchases coupled with strong price negotiations.

San Francisco Bay Area

Helping various clients a) elevate technical operations, b) create scalable, performant, and reliable infrastructure, c) design new services, and d) navigate from data center infrastructure to the Cloud. Translated business needs into infrastructure solutions. Highlights:• Led the effort to reduce AWS Infrastructure spending. Achieved 50+% savings from peak spend. • Spearheaded project to prepare for Q4 Holiday traffic. Worked with 14 development teams to a) coordinate SLI/SLO/SLA definitions; b) create a production-like load testing environment; c) conduct load testing events with induced failures and analysis.• Worked with stakeholders to compile a 25MM+ infrastructure budget. • Accelerated by six months the development of a Proof-of-Concept redesign of legacy architecture. Included complete CI/CD for Lambda functions. Entire infrastructure described in Terraform. • Directed tuning effort that led to 30% improvement in deployment speed, and improved uptime to 99.991%.• Worked to re-educate and inspire a DevOps team that needed to update their skills and production infrastructure. Improved deployment and quality through new processes, tools, and QA.• Managed an infrastructure project for a new service – engaged marketing, software engineering, DevOps, SRE, QA, security, 3rd party developers, and senior management to insure infrastructure was positioned to meet all stakeholder needs.• Architected an ultra-high-performance, resilient notification service that uses multiple providers of email, telephony, and SMS to deliver 100,000+ notifications per minute. Designed using AWS infrastructure.• Directed migrations from data center to AWS.• Guided rollout of feature-based software development with continuous integration and continuous deployment.

San Francisco Bay Area

Spearheaded the creation of a more stable, scalable, efficient, and secure infrastructure to support this very fast-growing Dallas-based operation responsible for $1B in retail sales in 2017.• Supported company’s rapid expansion by growing DevOps, QA, and Tech Support teams.• Coordinated Software Engineering Teams with DevOps to produce efficient CI/CD production infrastructure.• Engaged in technical project management in coordination with product managers, DevOps, QA, customer support, and tech support.• Set standards for security, quality, release management, and response times. • Improved tracking, visibility, and prioritization of bugs with new, customized support desk software and daily/weekly/quarterly reporting. • Lowered new production infrastructure costs by 65+% with budgeting, right-sizing, autoscaling, and accountability. • Strengthened performance, reliability, stability, and monitoring of infrastructure – achieved 99.99% uptime and developed and tested DR/BC plans.

Helping startups and mature companies realize improvements in software engineering, infrastructure efficiency, and customer support.

San Francisco Bay Area

Improved operations infrastructure:• Lowered cost of goods sold (COGS) from margin in low 70s to produce gross margin of 91%.• Engaged in cross-team technical project management for new service offerings. Insured infrastructure matched stakeholder needs, performance needs, and cost constraints.• Hardened infrastructure to yield 99.98% uptime.• Created production QA processes with on-premise and offshore employees, reducing field bugs to their lowest level.• Created new release processes with development teams, reducing deployment costs by 70%.• Guided security audits and security RFPs with passing scores and little or no remediation.• Created a training program with 95+% attendee satisfaction.• Created 24/7 support desk with 99% customer satisfaction; 2014 Stevie Award winner for customer service.• Created corporate knowledge hub that removed documentation silos.• Improved systems monitoring while reducing monitoring costs by 92%.• Developed IT and corporate security manuals, release control documents, disaster recovery plan, change control plan.• Implemented MBOs for each reporting group with bi-weekly reviews.

San Francisco Bay Area

Atlanta, Georgia

As CTO:Designed a PaaS with APIs that has been in continuous development and use by 3rd party developers since 2001. This includes SMS gateways, Text-to-Speech, Speech Recognition, broadcast services, VoIP conferencing, support automation, CTI, and intelligent routing. Responsible for architecting this using .NET with Agile to keep on track. Hired and managed the Professional Services group to deliver turnkey customer support solutions for virtually all verticals: retail, automotive, healthcare, telecom, HR, utilities, finance, travel, and more. That work also was .NET and Agile. Involved in code architecture and execution.• hired DevOps team • developed processes for release management coupled with manual and automated QA• constructed comprehensive support, network, and administrative documentation• created continuous monitoring with self-healing, high availability systems• implemented big (at the time) data management using msSQL and our own highly available, redundant hardware including appropriate RAID technologies and large multicore processors• implemented ETL for customer reporting and BI• managed blade systems using both VMWare and Zen• monitored security including data network management and penetration testing on a regular basis• automated DR/outage switchover to a geographically different data center• produced 99.992% uptime• segregated development, staging and production environments• supported approximately 800 servers in 2011 with a stable patch process and staggered, scripted deployments across production• trimmed operational expense to increase profitabilityAs CEO:• Created a work environment where live-agent turnover was 10% annually, compared to an industry standard of 100-120%• Expanded service from three cities to the entire US and 23 countries• Cut account attrition to 3% annually• Developed a profitable operation

Bs/Ms

Education record

Education record