May 2025 – Jan 2026 · 8 mos · San Francisco Bay Area

Oct 2024 – May 2025 · 7 mos

• Led the reliability and scaling of LinkedIn’s Help Center and Chat platforms, ensuring .999+ uptime and high system resilience for millions of global members.
• Built intelligent case-routing logic that reduced misrouted cases by 20% and improved workflow personalization, cutting resolution times to consistently meet 24-hour SLAs
• Collaborated with PM and CRM partners to deliver new features with shorter rollout cycles and measurable customer impact
• Led the development of an enterprise case-tracking feature in the Help Center that let customers view real-time case progress (“Received,” “In Progress,” “Resolved”) and see whether issues were bug-related or awaiting user input
• Developed and integrated AI-driven summarization and semantic search capabilities to enhance search relevance and reduce time to resolution
• Owned on-call, monitoring, and metrics-driven incident response, ensuring .999+ availability for distributed services at scale

Aug 2022 – Oct 2024 · 2 yrs 2 mos

• As an accomplished Engineering Manager, I thrive at the intersection of technology, strategy, and leadership. With a passion for driving innovation and fostering collaborative environments, I’ve successfully led a cross-functional team to deliver cutting-edge solutions used to support our users through our Help Center, where I've led projects to provide not only webform/offline support for our users, provide the proper content for our different lines of business, and provide live support through Live Chat and most recently our GPT powered Virtual Assistants.
• Key Strengths:
• Technical Acumen: Proficient in system architecture, software development, and project execution. My technical background empowers me to make informed decisions and guide my teams effectively.
• Strategic Vision: I excel at aligning engineering efforts with organizational goals. My strategic planning ensures efficient resource allocation and optimal project outcomes.
• Team Empowerment: I believe in building strong, motivated teams. By fostering a culture of trust, open communication, and continuous learning, I’ve consistently elevated team performance.

Oct 2019 – Sep 2022 · 2 yrs 11 mos

• Led large-scale initiatives that strengthened LinkedIn’s customer-facing support infrastructure and improved reliability for consumer and enterprise users.
• Spearheaded the cross-team migration from Salesforce to Microsoft Dynamics, integrating both systems with the Help Center and automating data flows for enterprise support
• Designed and implemented REST APIs for the migration of LinkedIn’s enterprise chat from a vendor-hosted solution to an in-house platform; led a team of 4 engineers to deliver a fully integrated, end-to-end experience
• Architected and scaled backend services in Java, Scala, and Play Framework, enhancing performance and data consistency across Oracle, MySQL, and Espresso systems
• Drove reliability improvements and backend optimizations that reduced latency and improved agent response times for millions of users

Aug 2017 – Oct 2019 · 2 yrs 2 mos

• As a part of the team behind the Help Center, I was and continue to be dedicated to augmenting user productivity through accessible and efficient support solutions. My role as as SWE was pivotal in driving both front-end and back-end enhancements, ensuring a seamless and intuitive user experience for our global user base seeking assistance.
• Key Contributions:
• Front-End and Back-End Enhancements: Spearheaded significant improvements to the Help Center's infrastructure, focusing on robustness, scalability, and user-centric design. My work encompassed revamping UI components for enhanced navigability and optimizing back-end systems for faster, more reliable performance.
• Enhancing User Support Access: Innovated in the realm of customer support by developing and integrating sophisticated web forms and chat functionalities. These initiatives drastically improved the ease with which users can reach out for help, significantly reducing resolution times and enhancing overall satisfaction.
• Collaborative Solutions: Worked closely with cross-functional teams to identify and implement effective strategies for surfacing critical content, enabling users to find solutions quickly and efficiently. My collaborative approach ensured alignment with LinkedIn's mission of connecting professionals and facilitating productive careers.
• Technical Proficiency: Utilized a diverse tech stack, including Java, Scala, JavaScript, TypeScript, HTML, EmberJs and Framptom JS to deliver high-quality software solutions that address complex challenges and meet high-volume demands.
• My tenure at LinkedIn has been marked by a commitment to excellence, innovation, and a user-first philosophy. I am proud to have contributed to the Help Center's evolution, making it a cornerstone of LinkedIn's user support and engagement strategy.

Apr 2016 – Aug 2017 · 1 yr 4 mos

• Improved reliability and maintainability of LinkedIn’s Oracle Service Cloud (RightNow) portal serving millions of monthly visitors.
• Built tools to improve database integrity, query performance, and CRM integrations
• Maintained and optimized CRM and agent tooling to ensure reliability and seamless operation of the support ecosystem
• Migrated legacy PHP code to Laravel and supported deployment pipelines with GitLab

Nov 2014 – Mar 2016 · 1 yr 4 mos

• Promoted from Global Customer Operations after demonstrating strong technical aptitude and problem-solving skills
• Supported the development and maintenance of internal tools used by the Customer Operations team
• Collaborated with product and engineering teams to troubleshoot issues, deploy updates, and improve reliability within the Oracle RightNow (OSC) support ecosystem
• Helped automate manual workflows, reducing operational overhead and paving the way for a transition into backend development

Jan 2012 – Nov 2014 · 2 yrs 10 mos

• Provided customer and site support for LinkedIn members worldwide, focusing on usability, navigation , and platform issues..
• Resolved product and technical inquiries across multiple LinkedIn features
• Partnered with engineering and product teams to document and escalate recurring issues
• Strengthened communication and analytical skills through high-volume, global customer support

Sep 2009 – Jan 2012 · 2 yrs 4 mos

• Supported OpenTable restaurants and web consumers across the US, Europe, and Mexico by phone and email.
• Handled a wide range of technical issues, including:
• Network setup and configuration for residential and business hardware (Netgear, Cisco, SonicWall, Juniper).
• Troubleshooting OpenTable’s proprietary Electronic Reservations Book software, including pre- and post-installation support and SQL database issues.
• Resolving third-party hardware and software problems across Windows (XP, Vista, 7), Apple OS/iOS, and Android platforms.
• Also provided internal support to Restaurant Website Analysts for HTML, CSS, and server-side scripting.

Aug 2007 – Sep 2009 · 2 yrs 1 mo · Belmont, California

• POS systems installations and support. Managed from installation to training and post install support. Products included, MicroPOS, Keystroke POS and Microsoft RMS. DB management included SQL processes for MS RMS, backup and maintenance. Kept detailed records of support tickets and followed up accordingly.
• Installation of various software/hardware based POS systems. Software includes:
• 1. Microsoft Retail Management Systems, based on a SQL backend.
• 2. Specialized Business Solutions Keystroke, a windows based POS system.
• 3. Sam's 4 SPS2000 based on a unix/linux backend.
• 4. Hardware installation includes thermal based printing, touch screen systems, cat-5
• cabling.
• Provided support over the phone and on site for a database of 400 + customers. Locations range from local Bay Area to Southern California. Customer demographics also included other states, such as Nevada and Arizona.
• Most phone support done for Windows based systems, such as Windows 2000, Windows XP, Windows Vista, and Windows Server 2003. Problems ranged from hardware, virus removals, accounts setup, proprietary programming for Keystroke systems using shell and Visual Basic, and SQL server troubleshooting.
• Received training and certification to be a Keystroke Certified Installer.

Apr 2004 – Aug 2007 · 3 yrs 4 mos

• Provided necessary support to 120+ users onsite and remotely in a Windows/Unix and Mac based environment. This includes setup of new users in a timely manner, ensuring that computers are running normally at all times, monitoring help desk trouble tickets, and resolving problems in a timely fashion.
• Administered servers such as Exchange, File/Print, Network Services, and Accounting servers based on Windows 2003 server and Linux. This included but was not limited to running proper updates, monitoring antivirus system, and ensuring that servers run 24/7.
• Monitored and setup wireless system based on 802.1x authentication technology with different levels of security from 128 bit encryption to MAC authentication.
• In charge of in-house development of web based application using a MS-SQL back end and ASP.NET technologies through Visual Studio 2005 as well as PHP/HTML programming languages.
• Provided support for Nortel Networks telecomm system. If issues could not be resolved for telecom system it was escalated to our telecom support and followed through until issue was resolved.
• Cat 3, 5 and 6 Data cable installations.