I lead a team of Data Engineers and Software Development Engineers across geographies whom facilitate data movement, infrastructure governance, reporting automation, real-time data acquisition, and ML Support and Deployment engineering for the Digital and Device Customer Service organization. Data Movement:My team oversees the development, implementation, and scaling of hundreds of data pipelines which move data from upstream production sources (both relational and NoSQL) as well as our big data catalog into our multi-node, multi-terabyte Redshift cluster. We are responsible for the effectiveness of this batch data movement platform, and constantly perform optimizations which enable hundreds of thousands of queries to run across billions of rows of data -- everyday.Infrastructure Governance:We empower business-intelligence and self-service insight curation by providing server administration and infrastructure support for a large-scale data-visualization platform used by hundreds of internal stakeholders to measure, and drive improvement in, our customer’s experiences. We ensure holistic uptime and availability of the server, and the data ecosystem which underlies it.Reporting Automation:We build and maintain the automation framework which is used to source, compile, and distribute reporting to our stakeholders. While my team may not be responsible for the contents of a given report, we ensure accurate compilation and timely delivery to our customers.Real-time Data Acquisition:We leverage data in real-time to create solutions which personalize our customer’s experiences, or make our customer service agents more effective at triaging complex customer issues.ML Support & Deployment Engineering:We provide data acquisition, feature engineering, and model deployment support for our team of Research Scientists. My team takes care of the implementation details so they don’t have to.

I hold responsibility for defining the vision, and executing the strategy surrounding data acquisition, data governance, and data quality for the Digital and Device Customer Service organization.

I lead the architecture, design and development of the tools, data, metrics and reporting platform for the Voice of Customer (VoC) and Customer Experience Management (CEM) functions which support Amazon's Worldwide Digital and Device businesses.• Created and executed vision to develop a series of analytic dashboards and decision-support tools, encompassing key customer experience metrics across Amazon's global listening posts, tracked on a daily/weekly/monthly basis• Designed and implemented a standardized, automated report distribution tool used to deliver accurate and timely data to a large constituency of cross-functional stakeholders

• Provided technical expertise and functional knowledge to design, develop and implement secure integrated IT/Business solutions across 30+ systems impacting Best Buy's assurance program• Lead Architect and Program Manager for a large retail initiative impacting the way Geek Squad Protection plans are sold and fulfilled for the first time in 15 years. Developed and implemented foundational capabilities which enable a retention strategy for Geek Squad Service Plans• Oversaw quality control throughout Best Buy's assurance lifecycle by working closely with the Geek Squad internal functional groups including: business development, finance, channel operations, internal call center, product management and development to ensure we deliver against both our core customer value propositions, and Best Buy's strategic and financial goals• Technical capability champion for the Geek Squad Protection business, able to independently drive to agreement on project scope and direction from a wide and diverse population of constituents

• Responsible for identifying and synthesizing actionable insights from Best Buy's consumer transaction level purchase and behavioral data, to maximize profitability for the global enterprise. • Directly supported consumer insight strategists across Best Buy's multi-channel customer touchpoints including 1200+ Retail Stores, BestBuy.COM, Best Buy For Business, and Geek Squad Services.• Led the design and implementation of key metrics for an executive marketing dashboard, used by enterprise leaders to form data driven points of view grounded in fact, not assumptions• Developed sustainable methodologies, processes, and data models which served to integrate disparate data sets, and allowed for insight generation across the organization

Managed 500K business within a Fortune 45 organization including accounting, inventory, merchandising, sales functions. Oversaw all work performed in the store to meet established goals around client satisfaction and revenue.• Orchestrated a Lean Six Sigma Green Belt Project focused around improving process cycle time for our Data Recovery business. Decreased process cycle time by 34% compared to baseline• Served as thought leader between business and IT to find a creative, cost-effective solution that met both team’s needs under a constrained timeline• 103% Year on Year Growth compared to Prior Year

Managed $7.5MM multi-unit Field Services business, including 35 employees, supporting 14 retail locations grossing $543MM annually within a Fortune 45 organization. Served as MOD, making decisions and providing guidance, coaching, and training.• Identified a gap in Remote Support capabilities for the commercial workforce. Partnered with Corporate Support teams to enable a small test which provided remote desktop capabilities to commercial employees, increasing our level of support to commercial customers, while reducing fleet expense.• Delivered sales and operational training in support of Best Buy's redesigned assurance program, Geek Squad Black Tie Protection which launched 9/2008. Trained leaders representing over 200+ West Coast Best Buy retail locations on how to sell and fulfill GSBTP plans