• Scoped, designed, architected, and developed full stack web applications and data pipeline systems• Improved and maintained existing software stacks across all AWS partitions and regions, including China and GovCloud• Maintained and enhanced DevOps processes• Acted as rotating pager on-callSAMPLE PROJECT: RACKDOWN WORKFLOW• Complete ground-up rewrite of legacy web application to guide datacenter technicians through workflow steps to return malfunctioning customer-impacting racks to service• Migrated to serverless architecture for all backend tasks possible. Implemented new frontend UI in ReactJS• Built frontend Python/Flask web server to support and provide API for ReactJS UI, including substantial business logic• Launched rebuilt system to production and executed migration of users away from legacy system in 20+ AWS datacenter regionsSAMPLE PROJECT: INFRASTRUCTURE DELIVERY DISC• Single pane of glass dashboard application to unify data from internal ticketing, change management, scheduling, knowledge base, and other resources• Allowed managers to have a direct and reliable way to introduce knowledge and processes globally, with acknowledgement mechanisms and tracking• Wrote logic to interact with, cross-reference, and cache disparate internal APIs to present data effectively and allow rapid querying• Designed and built custom UI to extract pertinent data from these sources and display it to usersSAMPLE PROJECT: GEMBA WALK TRACKER FOR AWS PREMIUM SUPPORT• Rebuild and expansion of walkthrough and issue monitoring system to add a new internal customer org• Separated interface from data model and moved previously hardcoded fields and field metadata to configuration in order to support both use cases• Built genericized, unified, expandable system for field display and handling, allowing system to format and display each group’s distinct fields at runtime• Greatly optimized and improved the speed and usability of the UI and added additional features

• Built initial implementation of Gemba walkthrough tracking and issue monitoring system, which had been suggested by other techs without the development skillset to create it• Improved and expanded initial design, wrote full backend/frontend/API server code, and successfully launched the system into global use• Acted as primary onsite project manager for complex networking capacity installation projects, from initial scoping process with offsite program managers and engineers through cable and hardware installation to final build and turn-up activities• Selected and oversaw cabling vendors for large network cabling installs, with budgets of up to $400,000• Interfaced with network and optical engineers to resolve issues arising during the build, validation, and turn-up process of capacity projects

• Worked with client AWS Network Scaling and Integration team to install, validate, troubleshoot, and hand off enterprise networking capacity projects at client sites• Designed, developed, and maintained custom diagnostic framework for a specific network hardware vendor’s optical transport shelves, enabling the team to much more quickly pinpoint and resolve the various issues which arise across many such shelves on any given project• Designed and programmed a web application for tracking of blocked time by team members, identifying opportunities for increased productivity• Retained by AWS as directly employed network technician at the conclusion of contract term

• Wrote backend engine and internal REST API in Python/Flask to collate reports from Salesforce.com API and several internal systems, backed with MongoDB for persistent storage• Extended Python/Flask/MongoDB backend to provide more general internal REST API for Salesforce.com case data, mirrored automatically• Wrote jQuery/C3.js frontend page to provide reporting dashboards to management team. Implemented comprehensive graphs of specific Client Services activity data that were not possible using existing tools• Integrated reporting engine with partially related reporting system built by teammate to provide additional depth of business intelligence data• Leveraged this combined reporting engine to identify $350,000 per month in avoidable costs• Maintained product support ownership and subject matter expert knowledge for assigned instant messaging and social media archiving products• Researched advanced technical and strategic concerns for products under ownership, spearheading collaboration between technical and customer service departments to determine correct solutions from both policy and technical standpoints

• Performed advanced troubleshooting utilizing Powershell, direct Remote Desktop management of Icewarp and Exchange 2010 servers, and various internal and vendor instant messaging, social media, and email archiving platforms utilizing both Windows Server and CentOS Linux environments• Worked closely with Quality Assurance, DevOps, TechOps, Customer Success, and Development teams and external vendors, via JIRA and other ticketing systems, to resolve previously un-encountered concerns• Led sub-team responsible for execution of service teardown process for cancelled clients. Initiated restructuring of this process to improve team efficiency, required to keep pace with increasing volume• Created jQuery/HTML frontend page, backed by MongoDB, to assign teardowns from process-optimized queue and direct team members through necessary steps

Initial career in telephone technical support, handling first-line customer contact on behalf of several large firms. Industries included desktop computers, gaming consoles, and personal activity trackers. Laid groundwork for eventual transition to advanced/escalation technical support roles and ultimately software development.