Dallas-Fort Worth Metroplex
I combine technical and leadership backgrounds, and have a proven record of designing, delivering, and supporting complex three-tier IT solutions on time, with quality, and while interacting with many interdisciplinary teams, first as an engineer, then as technical team lead, and now as technical account manager. Years of experience integrating cloud services in hosted and customer networks, including troubleshooting and extensive customer support. Excellent analytical ability as well as documentation skills. Owns and coordinates issues, interfaces with internal teams and customers, plans/prioritizes tasks, and leads/motivates technical teams when required. Well versed in the processes and deliverables of both customer-facing delivery projects and support.
Responsible for my customer's success with AWS, in the widest sense of the word. Activities span program execution, customer advocacy, and service adoption. My customer is the first top-10 bank to go all-in on the cloud. Key achievements: • I drove their serverless adoption, addressing performance concerns in Fargate/ECS and critical features required to implement key controls. This 12-month program resulted in a 30% cost reduction across the board for compute usage. • I worked with my customer's accountable executive for critical enterprise apps to analyze and address concerns around scaling. Working with AWS ELB, EC2, Autoscaling, and CloudWatch teams and my customer over the course of 18 months, we designed and built five new features allowing for quicker scaling and support for scaling history across blue/green deployments resulting in a $20 million/yr cost saving.
I work in the strategic segment, where the top AWS customers reside - customers who break every mold due to their size, revenue, complexity, and level of commitment with AWS. These customers face unique challenges that other customers may never encounter. As Sr. TAM, I'm responsible for ensuring the success of my account, focused especially on operations. I provide advocacy and strategic technical guidance to help plan and build solutions using best practices, and proactively keep my customer's AWS environments operationally healthy. Working with product management, account management, solution architecture, and support teams, I act as "voice of the customer" and ensure their needs are met. Focus areas include reactive escalation and situation management, proactive technical leadership and support, customer relationship management, AWS knowledge and process improvement, and more.
Responsible for the overall verification and deployment activities of private cloud solutions within the TV/Media domain, specifically for authentication, entitlement, and multi-service proxy solutions. I worked from pre-sales and scoping through delivery and handover. Includes setting criteria and processes for testing, documentation, delivery, and extensive customer support. Cost saving and efficiency efforts include driving automation of regression testing, orchestration and deployment improvements, DevOps practices, and working with our offshore teams to expand remote activities. Direct line responsibility for a team of 11 local engineers, and 7 dotted line offshore, including training, performance reviews, and competency buildup. Our TV/Media solutions were fully virtualized in the private cloud; hypervisors include VMware and OpenStack running on C7000 chassis, either hosted or in customer data centers. Key achievements: • Drove automation of regression testing, resulting in 90% test cycle time reduction, higher quality, and lower cost deliveries to the customer. • Successfully deployed multiple virtualized solutions in a high-pressure environment for tier 1 operators, while reducing time/cost, and increasing customer satisfaction. Program margin in 2016 was up 20% from 2015, and net sales up by 50 million. • Reduced delivery cost 30% by expanding offshore delivery, including knowledge ramp-up.
AT&T's MSP is their key solution to optimize all 4G users' web browsing. It's a complex, virtualized, and fully redundant solution with dozens of applications, customizations and integration points to AT&T's network improving monetization, control, and optimization. As SI lead, I was responsible for all integration aspects of MSP, from COTS HW/SW installation to service layer app testing and customer acceptance. Includes leading internal and customer lab verification activities and on-site implementation teams (~15 engineers), testing, documentation, change management, interfacing with customer accounts, FOA/maintenance windows, customer acceptance and handover to support organizations. MSP has gone through three generations of hardware and software; the development, testing, rollout, and integration of each is an enormous undertaking. After driving orchestration automation, the project margin was 65% instead of the scoped 40%. With a budget of 12.5 million $, this represents a savings of over 3 milllion $. Key achievements: • Zero outages and escalations. MSP is the best performing network element in AT&T's Neo Zones, beating half a dozen vendors such as Cisco and Juniper. • Initiated successful add-on sale of PureLoad system and services, worth $300K. • Through creation and documentation of scripts and configurations, and subsequent automation through orchestration, I reduced site installation time from 3 weeks to 1, significantly decreasing cost and increasing system quality and consistency. The project margin was 65% instead of the scoped 40%. With a budget of 12.5 million $, this improved our margin by over 3 million $. • With 2200+ BL460c blades, site builds would be difficult due to dozens of chassis, switch, OS and application configuration files needed. I designed and tested a Perl configuration producer tool that automatically creates these based on a questionnaire and cable matrix per site. • Recognized as key company contributor during 2011-2014.
Responsible for the complete implementation sub-project for tier 1 hosted ISP services (e.g. Answer Tones) including customer acceptance and handover. Tasks included translating of customer wants/needs into requirements, managing subsequent requirement change requests, creating BoMs and arranging data center HW installation, creating test plans and documentation, scheduling and staffing the implementation project, reporting to the overall project manager and line management, coordinating implementation engineers' work, tracking progress, following up on issues, troubleshooting problems, creating and executing the customer acceptance tests as well as responsibility for the solution handover to both customer and Ericsson support organizations. Key achievements: • After I joined and initiated improvements, for the first time since launch, Ericsson avoided monthly penalties for not meeting the SLA. I contributed significantly to fixing and explaining issues. When I joined the project there was nothing in place; I created all procedures, documents, and practices from scratch. • Worked 70 hour weeks to avoid the $50K/day penalty for every day launch was delayed. • Launched each new Answer Tones SCP in a single maintenance window, as opposed to multiple attempts and failures before.