Steven Ham Email and Phone Number

WHAT I DOI am a hands on technical leader of products and programs with a strong focus on coaching individuals to bring the best out of my teams. As a software development manager in my early career, I helped my team build and maintain eCommerce sites. I joined Macquarie Investment Bank in 2004, serving in various positions including systems integrator, senior project manager, director of global engineering services, and director of testing shared services. In my current role at AWS, I lead global teams to drive and run support customer experience, change management, support of AWS service launches, business and system integrations, project management office, business intelligence, and data science/ML/AI.SELECTED ACHIEVEMENTS (confidential #s due to NDA)• Launched AWS Support Automation Workflows (scripts) as a Premium Support product in 2022.• Launched 150+ internal tools for AWS CS and support engineering operations teams.• Improved CSAT for AWS customer service and support engineering businesses by X bps.• Led AWS service team improvements: break-fix ratio, time to first response, and service case ratio for tier 1 services by X bps.• Led AWS support ops performance improvements: time to resolve and time to first response, and decreased max-ticket-age and reopen %.• Directed product design and build for a two-factor auth security key, adopted globally in first year, Amazon.• Built testing center from scratch, meeting quality and test coverage goals and achieving $XM in savings, Macquarie Bank.• Established global PMO governance framework for 100+ technical program managers with self-service reporting, increasing PMO data compliance within three months, Macquarie Bank.• Designed engineering operating model for IT, saving $A20M per year, Macquarie Bank.• Launched automated Financial Information Exchange (FIX) trading system for Macquarie Bank, achieving $XM revenue with 30% trade throughput in year one.