Jan 2016 – Nov 2023 · 7 yrs 10 mos · New York, New York, United States · On-site

• I led the integration and strategic development of advanced AI technologies, including AIops, conversational AI, and intelligent event correlation, with a focus on enhancing automated remediation in enterprise IT and service desk operations. My role was pivotal in directing the evolution of Amelia's AI offerings by providing both direct customer feedback and strategic insights to the research & development team and executives.

Jan 2014 – Jan 2016 · 2 yrs · New York, New York, United States · On-site

• I played a key role in promoting and advocating for our AIops IT services and Cognitive AI platforms, focusing on both existing clients and potential new customers. My responsibilities centered around creating and nurturing relationships through both in-person and remote interactions.

Jan 2011 – Jan 2014 · 3 yrs · New York, New York, United States · On-site

• As a Senior Account Manager at Amelia, I was responsible for overseeing key Fortune 50 and
• US government accounts, focusing on managed services and clients utilizing our IT operational
• software, cognitive AI solutions, and professional services, hosted both on-premises and in the
• cloud. My role was integral in aligning our advanced technological solutions with the strategic
• needs of high-profile clients.

Mar 2007 – Jan 2011 · 3 yrs 10 mos · New York, New York, United States · On-site

• I started at Amelia (then IPsoft) in IT operations and assumed responsibility for oversight during my entire tenure.
• As lead incident manager I coordinated response to service interruptions and faults between all relevant parties within Amelia, our clients, and our vendors. These included technical (application engineers, DBAs, systems, network, infosec, monitoring) and executive escalations, followed by coordinating and directing incident response in a shared "war room". Once we resolved the incident, I assisted with properly documenting the root cause analysis to ensure the problem would never recur.

Feb 2003 – Mar 2007 · 4 yrs 1 mo · New York, New York, United States · On-site

• Amelia was named IPsoft before transitioning from managed services to a product company.
• I managed Oracle and MySQL databases for IPsoft's managed services clients. In this role I handled incident response and root cause analysis, vendor support escalations, performance tuning, provisioning, installs, patching, backups, and both mentoring and building standard operating procedures for other DBAs, both on-shore in the U.S. and in Bengaluru India.

Apr 2001 – Feb 2003 · 1 yr 10 mos · New York, New York, United States · On-site

• Systems administration on Linux, Solaris, and Windows Server. In this role I was responsible for maintaining our clients' environments by reacting to incoming monitoring alerts and addressing the issue, such as backup failures, OOM errors, disk space, etc.
• I wrote IPsoft's very first IT operational automation at this time, a frighteningly complex bash shell script which parsed incoming email via procmail then executed predefined automations in "expect". This was generally seen as a good idea and promoted operational automation at the company, which later became one of its two pillars; IT automation and conversational AI.