Dustin McCartney

Lead Technical Support Professional at IBM

Los Angeles, California, United States

About

I am a Technical Product Manager and Software Architect with over 20 years of experience leading high-impact initiatives at the intersection of engineering, product strategy, and customer success. Currently, at IBM, I lead the strategic evaluation and adoption of Generative and Agentic AI tooling specifically for the webMethods Global Technical Support team, orchestrating cross-functional work-streams to drive enterprise-grade innovation and operational efficiency. Throughout my career, I have thrived in complex technical environments. From architecting NoSQL "Big Data" solutions for global financial institutions to building real-time visual effects pipelines for major gaming franchises. I specialize in bridging the gap between deep technical constraints and business-critical objectives, whether it’s managing global customer escalations for the Board of Directors at Software AG or driving technical readiness for high-compliance infrastructures. I am currently a key member of the IBM Sovereign Core project, where I am responsible for product assessment and establishing the technical foundation to support Managed Service Providers (MSPs) with upcoming installation and troubleshooting requirements. I am passionate about building scalable, high-concurrency systems and navigating the fast-evolving AI landscape to deliver measurable value to users and stakeholders alike. Core Expertise: - Product & Strategy: Feature Prioritization, Roadmap Execution, Risk Mitigation, and KPI Architecture. - Emerging Tech: GenAI, Agentic AI, LLMs, and Data Sovereignty (GDPR/FedRAMP). - Architecture: C/C++, Java (High-Concurrency), NoSQL, and Cloud-Native Infrastructure (Kubernetes/OpenShift). - Leadership: Cross-functional Team Orchestration, Stakeholder Management, and Technical Enablement.

Experience

  • Lead Technical Support Professional at IBM
    Jul 2024 - Present · 2 yrs

  • Strategic Support Manager at Software AG
    Jun 2013 - Jul 2024 · 11 yrs 2 mos

  • Sr. Solutions Architect at Terracotta
    Aug 2012 - Jun 2013 · 11 mos

  • Software Architect & Principal Engineer at AltEgo, LLC
    Sep 2009 - Aug 2012 · 3 yrs

    Co-architect and principal engineer of the software which provides the company’s universal online Avatar and micro-transaction services.

  • Founder & CTO at DAM Entertainment LLC
    Jun 2005 - Sep 2009 · 4 yrs 4 mos

    Founded this middleware company with the ambition to make the best visual/particle effects art tool for games: PrometheanFX.