Wes Black Email & Phone Number

Utah, United States

Provo, Utah Area

Lehi, Utah

Manager and software engineer tasked with augmenting, indexing, and searching Ancestry’s expansive collection of historical and genealogical records. Additionally, worked on contact center, customer email, and DNA back-end services.• Saved $500,000 per year by reorganizing the way content was searched.• Increased system uptime to over 99.95% on a distributed content search system with over 6000 nodes.• Moved distributed content search system to AWS by designing and implementing system to sync content records in real time between data center and cloud. Operated both environments for over 6 months while customers were being moved from data center to the cloud.• Protected the integrity of billions of records by implementing and enforcing strict quality control on software and content changes.• Allowed customers to help improve other customers experience by implementing a distributed system capable of re-processing billions of records monthly.• Increased content team’s ability to deliver data to web site by increasing stability and speed of back-end process and providing operation support.• Improved new employee’s effectiveness by implementing a play book for operation and maintenance of systems.• Allowed mobile customers to compare their DNA with other customers by creating back-end aggregation micro services.• Reduced average customer call time by 40% by designing and implementing a customer care application that manages customer information from many disparate sources. • Improved customer communication by replacing aging email system with multiple third party systems. Accomplished this while supporting the millions of daily real-time and promotional emails.• Improved employee’s abilities by implementing and integrating call recording and storage system. • Increased employee call handle rate by 20% by integrating phone system and customer care application. Additionally allowed for flexible seating, delaying need for additional location.

• Increased sales department’s ability to find, forecast, report, and sell content management software by customizing 3rd party sales application.• DBA for multiple MSSQL databases.

• Eliminated need for two full time employees by creating credit card billing system to auto renew customer subscriptions.• Improved customer care center throughput by implementing and customizing 3rd party customer email contact solution.• Administered, modified, and supported multiple customer care applications.

• Helped grow business by 1000% by replacing completely manual system with computer order, fulfillment, and accounting system.• Reduced need to hire additional employees by automating credit card processing.• Increased physical location by 50% by overseeing the construction of new facility. • Computer hardware support for direct sales audio cassette duplication, order and fulfillment.