Led a globally distributed SRE team of 9 engineers across 4 countries, ensuring reliability and performance of SailPoint's Identity Security Cloud SaaS products.- Built and scaled a high-performing SRE team from 2 to 9 engineers, focusing on attracting, recruiting, retaining, and mentoring top talent to foster engagement and drive operational excellence.- Championed the adoption of Service Level Objectives (SLOs) across Engineering, developing a platform to streamline SLO and error budget management. Increased Latency and Error Rate SLO coverage for microservices from 38% to 96%, significantly enhancing incident detection and response.- Served as Incident Commander for SaaS major incidents, driving swift resolution and clear communication. Collaborated with senior leadership to enhance the Incident Response Plan and led post-incident reviews to identify and implement reliability improvements.- Optimized observability stack by evaluating tools and managing vendor partnerships, driving cost efficiency and ensuring maximum tool adoption and impact across engineering teams.- Directed SRE team in planning and executing performance tuning initiatives, optimizing application efficiency to align capacity requirements with infrastructure cost savings resulting in annual cloud spend saving of $1.2 million.- Facilitated training sessions on reliability tools and incident response processes, enhancing team proficiency and ensuring consistent adherence to best practices during critical events. Improvements in the incident response led to reduction of MTTM from several hours to under 60 minutes.- Partnered with engineering teams to enhance technical operations and system observability, leveraging tools like Grafana, Kibana, and Honeycomb to improve monitoring and diagnostics.

As a DevOpsDays Dallas organizer, I play a key role in planning and executing community-driven conference focused on fostering collaboration, knowledge sharing, and innovation in DevOps practices. Through this role, I strengthened my ability to bring technical communities together, facilitated learning and growth for hundreds of professionals, and helped advance the DevOps movement.- Work with other members of the organizer committee to plan and deliver the annual DevOpsDays Dallas conference- Partnered with sponsors and community stakeholders to secure funding and resources, ensuring the event's success and accessibility to attendees.- Managed event communications and marketing, leveraging social media, email campaigns, and community outreach to maximize attendance and engagement.- Facilitated workshops and open spaces, creating opportunities for hands-on learning and collaborative problem-solving among participants.

Led an SRE team dedicated to optimizing customer experiences through Blackbaud's hosted SaaS solutions. Managed 8 direct reports across 2 teams, focusing on coaching, mentoring, and driving organizational transformation. - Spearheaded Agile and Scrum ceremonies, boosting team productivity, transparency, and planning efficiency by prioritizing automation projects that reduced operational toil.- Collaborated with cross-functional managers to ensure alignment of workstreams with company and team OKRs, driving strategic initiatives forward.- Fostered team culture and professional growth through regular 1-on-1 meetings and quarterly career development sessions, promoting continuous learning and career progression.- Provided leadership during incident response and led postmortem reviews, implementing improvements that enhanced system reliability and minimized recurrence.- Partnered with engineering and product teams to successfully migrate applications from private cloud infrastructure to Azure public cloud, improving scalability and cost-efficiency.

I manage the relationship and delivery of Accenture Cloud Platform (ACP) services from offshore and onshore delivery locations to clients in North America. I am responsible for supporting existing operations, but also in driving the establishment, support and definition for new service offerings to Accenture clients. I oversee Cloud Managed Services being delivered including: Service Desk , Infrastructure Management Services (OS Admin, Patching, Antivirus, Backup, etc), Public Cloud Services (IaaS, PaaS, SaaS), Application Support (Operations, Maintenance, Bug Fix), Vendor Support and Accenture Delivered Services.• Focal point for client activity across ACP Operations, serving as a primary point of contact for assigned client accounts and ACP customers• Manage service delivery across all locations where services are provided, such as client locations, delivery centers, external providers, etc.• Manage the delivery of agreed scope of service at agreed price.• Work with client account delivery teams and delivery centers to commit service delivery operations to SLA achievement, demand plan and delivery schedule.• Work with delivery leaders to optimize cost-to serve. Participate in cloud strategy discussions with client and account team to provide cloud mobilization and delivery expertise.• Deliver efficiencies through industrialized processes and improved automation.• Escalate performance issues to ACP leadership. Work with Accenture Cloud Platform Leadership and Client Account Management Teams proactively.• Manage continuous improvement and enhancements for client delivery.• Promote ACP feature adoption and journey to cloud initiatives.• Participate in account planning and roadmap discussions.

Operating in a cross-functional agile environment, I am responsible for delivering business value from the 10-4 development teams to our customers as quickly as possible and with high quality. Responsibilities include:Deploy, monitor, and troubleshoot IT infrastructure services operating in Azure such as IIS web server virtual machines, Azure SQL databases, Service Bus queues, Web Application Firewalls, classic Cloud Services, and Storage to support our highly available multitenant SaaS platformCreate CI/CD build and release pipelines in Visual Studio Team Services (VSTS) to deploy containerized microservices to Azure Kubernetes clusters to increase the speed of feature delivery from the development team to customersProactively identify and implement performance improvements in the legacy 10-4 release pipeline to reduce deployment costs and increase the frequency of production releasesCoordinate with senior management, product owners, QA, and support teams to promote code through the release pipelines into productionWork with development teams to drive DevOps based continuous improvementManage the day to day operations of the 10-4 QA team to validate user stories, run regression tests, and build out new test automation

Working with the CEO, CTO, and various senior-level peers, set the direction for Engineering group that aligns with corporate strategies of modernization, responsiveness to customers and markets, and a focus on new technologies and solutions in a face paced startup environment. CAS provides development and integration services for technologies such as Cisco Intelligent Automation for Cloud (CIAC), Azure, AWS, VMWare, StackStorm, Brocade Workflow Composer, and network devices.Responsibilities include:Manage a team of up to 17 engineers (solutions architects, developers, testers, and technical writers) in the US, Brazil, and India. Operate as Agile Scrum Master to drive the day to day operations of engineering staff to meet customers' deadlines and deliver projects on time and in budget.Define roles and responsibilities for staff. Recruit, hire, on-board, and train new employees and contractors. Mentor and coach junior engineers.Define engineering processes. Evaluate and select business process tools for better efficiency. Collaborate with other functions, such as Operations, Finance, Sales, and Marketing, to grow revenue by $2 million in 2016.Visit client executives to build business relationships. Work with CAS architects and client management to define project requirements, scope level of effort, and deliver proposals to client executives.Research new tools to add to the CAS portfolio of services to best meet client needs. Evaluate new business opportunities, partnerships, and technologies to make strategic recommendations to CAS executive officers.

Collaborate with Development Lead and Project Manager to track project statusManage and prioritize QA team’s execution of test cases and verification of resolved defectsDrive development and test team as the Agile Scrum Master to deliver high quality releases on schedule.Collect and analyze testing metrics to determine overall product qualityDemonstrate new features and functionality to technical writers to create customer documentationDeveloped an automated Build Verification Test to reduce the number of unusable builds accepted by QA

Designed, documented and executed manual test procedures for testing a variety of software componentsAutomated test cases that reduced time to execute regression testing by 50%Mentored and trained new team members on test procedures and product functionality to quickly integrate them into the teamWorked with customers to provide Tier 2 level technical support. Reproduced complex customer issues and tested hotfixesInstalled and configured 3rd party applications for integration testing with Tidal products in shared lab environments. Requisitioned and configured new hardware for QA team test labsWorked with international team members from across the globe – Canada, England, Ukraine, Brazil, and India

Developed, maintained, and executed automated test scripts using Mercury WinRunner and Test Director. Applications under test included Windows NT/2000 systems management and administration software with MMC and Web browser interfaces. Developed automated Build Verification Test (BVT), GUI regression suite, and backend regression suite.Worked onsite with Microsoft during initial testing of Microsoft Operations Manager 1.0 (MOM). Spent four months in Redmond transferring critical knowledge of test cases from the NetIQ test team to the Microsoft team. Trained Microsoft testers on MOM UI, scripting engine, rules structure, and configurationWorked with product development team to ensure appropriate test coverage and delivery of a quality product.Took ownership of an initiative to unify several unorganized file servers into a single, unified share for all teams in the QE department to useBuilt and maintained a library of VMWare virtual machines for use by the Development, Test, and Documentation groups. This reduced the time to deploy new test/dev servers from 4-6 hours to 30 minutes.

Tested web based applications at a fast paced startup company. Developed test cases from dev specs, executed manual test cases and tracked defects through resolution. Applications included stand alone client, .Net based web application, and online e-commerce applications.Supervised UAT (User Acceptance Testing) at customer site of release candidate buildTested reporting module with a Crystal Reports front end and Oracle back end.Designed and implemented load testing for an online ticketing application using Mercury's Astra Load Test.Managed daily tasks for test team. Assigned areas for regression to testers and managed defect triage.

Provided technical support for ETI*Extract data conversion software. Developed solutions for customer problems and worked with the Development team on high priority issues.Maintained the internal Answerline Web page.Managed five employees as the acting Answerline Manager.