Jan 2025 – Present · 1 yr 4 mos · Austin, Texas Metropolitan Area · Hybrid

• Struggling to get your Customer Experience operations off the ground? Have setbacks on your existing Success or Implementation teams lost your momentum?
• Let me help get your customer-facing teams on the right track, delivering great service to your customers.

May 2024 – Feb 2025 · 9 mos · Austin, TX

Mar 2022 – Apr 2024 · 2 yrs 1 mo

• Lead a team of outstanding consultants, technical account managers, and engagement managers to deliver exceptional best practice implementations of the PagerDuty Incident Response platform.
• Manage pre-sales scoping, scheduling of resources, timely delivery of services, and ensuring customer satisfaction. Grew Services revenue from 3.5 to 10MM. Zero voluntary team attrition.
• Directly responsible for maintaining executive alignment with 60+ enterprise recurring services subscribers.

Jun 2021 – Mar 2022 · 9 mos

• PagerDuty Professional Services provides implementation and optimization thought leadership on the industry's top Digital Operations Platform. The team I manage is dedicated to providing the highest levels of customer satisfaction with PagerDuty and the 500+ integrations we have built with industry partners.
• If you're interested in onboarding your organization to PagerDuty but lack the time and resources or simply want the best guidance in your adoption of Digital Operations Management, ask for Professional Services.

Oct 2018 – Jun 2021 · 2 yrs 8 mos

Oct 2015 – Oct 2018 · 3 yrs · Austin, TX · Hybrid

• Do what you do best: grow your business
• By partnering with TriNet, our customers are free to do just that. Our people and our technology provide small & medium businesses with enterprise-level benefits and payroll solutions.
• Serving as lead engineer for the Technology Operations monitoring team, I spearheaded the redesign of TriNet's monitoring infrastructure. Going beyond basic metrics and looking deep into our system's machine data and application performance to help our development and operations team provide a better experience for our clients on our cutting-edge technology platform.
• I championed a new approach to monitoring, dispelling the myths of the "Single Pane of Glass" to ensure that each team or individual has access to the right data, at the right time to excel at what they do and provide clients with the best possible service.
• Extensive knowledge and experience with AppDynamics, Nagios XI, ELK, PagerDuty, and ServiceNow ITSM / Event Management.

Oct 2012 – Sep 2015 · 2 yrs 11 mos · Austin, TX · On-site

• My role as Systems Monitoring Engineer was to maintain a close working relationship with virtually every aspect of our business to build, maintain and continuously improve the monitoring solutions that enabled Volusion to ensure high availability of our eCommerce platforms. I worked with my fellow IT engineers but also product development, marketing, and senior management teams to build our monitoring solutions, gather metrics, and provide objective analysis on our availability, capacity planning and customer experience.

May 2011 – Oct 2012 · 1 yr 5 mos · Austin, TX · On-site

• Managed internal product delivery for enterprise applications such as Oracle Fusion Middleware (SOA & Oracle Service Bus), Oracle Hyperion (EPM) and Deltek Costpoint. I bridge the gaps between various business divisions and IT infrastructure teams with dedication to providing the best possible user experience and high availability to our diverse lines of business.

Oct 2008 – Apr 2011 · 2 yrs 6 mos · Austin, TX · On-site

• Gather requirements from managed services customers, assign development resources, functional testing of solutions
• Coordinate support for customer solutions, finalize delivery and hand-off
• Integrate systems management and monitoring tools along with internally developed applications to feed data to a seamless monitoring solution for managed services customers
• Work closely with sales and service delivery managers to ensure continuing customer satisfaction with monitoring services
• Extensive experience with HP OpenView, SolarWinds Orion NPM / NCM / IP-SLA, NetQoS, Cisco IP Telephony, Cisco routing and switching, Apache, Tomcat, PHP, Python, Windows Server platforms, MS SQL Server

Sep 2007 – Sep 2008 · 1 yr

• Planned and implemented company’s relocation into two new data centers in Austin & Los Angeles.
• Deployed NetIQ AppManager & Analysis Center (IIS / SQL 2005 OLAP) to monitor, trend performance data and alert for 200 servers
• Managed data center operations including HP c-Class Blade architecture, Proliant DL servers and EquaLogic iSCSI SAN
• Worked closely with executives and project managers to plan projects requiring technology infrastructure and administration resources
• Assisted with Windows 2003 AD migration and global WAN redesign
• Assisted with development and design of SharePoint intranet to improve IT processes and procedures.
• Provided reports and implemented requirements based on SAS70 audits

Aug 2005 – Sep 2007 · 2 yrs 1 mo

• Managed network infrastructure for financial services SaaS product
• Administered J2EE web application (BEA WebLogic / MSSQL)
• Worked closely with developers and DBA to tune code and database schema to better leverage hardware resources
• Implemented new security and performance monitoring, returning greatly improved system uptime
• Designed, implemented and tested disaster recovery procedures
• Sole on-call support resource responsible for maintaining 99.9% overall system uptime

Apr 2001 – Aug 2005 · 4 yrs 4 mos

• Daily systems management and operations of high-availability active trader platform
• Performed code / application deployment across large, distributed platform
• Team lead for data center operations and hardware systems management (HP SIM / Dell OpenManage)
• Assisted QA / development teams with determining load capabilities of network and server infrastructure
• MCSE and HP/Compaq ASE training

Aug 1999 – Mar 2001 · 1 yr 7 mos

• Systems administration for lease management system supporting Dell sales force.
• On-call rotation responsible for 220+ servers
• Extensive training and experience with Dell PowerEdge Servers
• Windows NT4/2000, Oracle 8, NetIQ AppManager, Dell OpenManage, Remedy Service Management