- Launched an international consumer-facing live-chat feature supported by up to 40 customer service agents to reduce time to resolution for general inquiry cases by 90% and decrease time to value for customers to use voice and phone features with Microsoft Teams- Leading initiative across Microsoft Teams Voice to utilize new OpenAI GPT solutions to increase customer self-service options thus reducing support ticket frequency amongst enterprise customers- Utilized data analysis tools such as Azure Synapse and PowerBI to report metrics on customer interactions with the team’s customer relationship management (CRM) tool and the team’s impact on enabling active users within the Microsoft Teams Voice product space

The Intelligent Conversation and Communications Cloud (IC3) team at Microsoft is a part of Microsoft Teams. They provide calling plans in various countries so businesses can use actual phone numbers via a Teams client to conduct their business.• Collaborated with stakeholders to design a solution to automate the quality testing of new phone numbers before offering them in new geographical markets which scaled a 100 hour/month process down to 2-3 hours/month• Led a team of engineers and product managers to deliver a scalable product to allow stakeholders to understand phone number quality test results faster which in turn decreased our time to expand in new markets• Consistently kept track of end-user requirements through continuous user-story validation at the end of every sprint and by keeping project stakeholders aware of progress, highlights, risks, and blockers• Managed and prioritized our resources across the different work items required for this project in order to deliver a minimum viable product in the short time we had

AWS AppConfig is a service that allows users to quickly deploy configurations to their applications while being able to monitor them in real time• Implemented a risk-management system for internal customers to safeguard their configuration changes by adding industry-accepted human-proof checks • Designed a UI to allow consumers to track changes across multiple configuration versions in order to prevent human error• Collaborated with product team and marketing to understand end-user requirements and deploy features to production

Accenture Interactive works with clients to enable digital transformation and enhance consumer relationships.• Worked with a financial services client to optimize their mass marketing platforms including direct mail, email, and SMS in order to improve new customer acquisition and existing customer retention• Helped build content to demonstrate to our client the business advantages by using various sources of big data to improve their leads and decrease their acquisition cost.

AWS AppConfig is a service that allows users to quickly deploy configurations to their applications while being able to monitor them in real time• Developed a continuous integration and deployment (CI/CD) solution for internal users to use the AppConfig service• Leveraged AWS’s Cloud Development Kit to cut setup time of CI/CD tools down to minutes as compared to hours• Solution was deployed into production, and several internal teams are currently using it to configure their applications• Consulted end users throughout

A lab that conducts research in the areas of attack attribution, network security, and privacy.• Implemented an automated system to track metrics on the lab's data ingress pipeline.• Upgraded the distributed streaming platform across the local servers that handle data processing.

A former data science startup that developed a platform for researchers to share and analyze their data science projects• Monitored automated build and continuous software integration process alongside software development and testing team members to drive build/release failure resolution.• Developed unit tests to identify and troubleshoot problems in the REST API in order to prepare the company's platform for public release.