SUMMARY:

Results - driven and enthusiastic engineer and manager with extensive experience overseeing large, complex projects and programs using modern Agile techniques. A positive influence for change who motivates both by example and by setting measurable performance standards. Frequently sought out to weigh in on critical decisions and strategic processes.

PROFESSIONAL EXPERIENCE:

Senior Technical Program Manager

Confidential,Bellevue, WA

• Exposed new payment methods across multiple brands and regions for Hotels, Airlines, and other lines of business.
• Led corporate wide program moving over 100 platforms to AWS EC2 in an effort to scale legacy systems.
• Worked with Product teams developing program structure for deliverables.
• Aligned with teams globally to ensure stake-holders requirements are successfully delivered.
• Daily interaction with engineers including hands-on testing to ensure deliverables are correctly implemented.
• Managing full program life-cycle from intake to closing with clear measurements of success.
• Advocating new technologies for a better customer experience.
• Assisting other program managers with technical requirements.

Senior Technical Program Manager

Confidential,Seattle,WA

• QA new software releases on proprietary hardware platforms.
• Act as Voice of the Customer to translate needs to internal product teams.
• Recommended improvements to customers and demonstrated potential cost reductions and process improvements.
• Managed a project budget of $50 million.
• Drafted action plans and led meetings with department executives to review project status and proposed changes.
• Collaborated with cross-functional teams to draft project schedules and plans. Monitored team progress and enforced deadlines.
• Served as a Solution Architect, Technical SME, QA Engineer, and single point of contact for a major cruise line integration, including on premise discovery, architecture, and implementation meetings.
• Designed AWS Lambda architecture to serve nonadministrative applications for continuous development.
• Collaborated with multiple teams focusing on transferring large amounts of data to internal systems from proprietary cellular enabled GPS devices used in large volumes converting machine language to JSON, sending payloads to Azure EventHub and Amazon Kenesis for consumer consumption.
• Led team initiatives to decouple legacy systems and migrate to microservices.

Director of Information Technology

Confidential,Texas

• Completed PCI-DSS audit for a PaaS payment platform.
• Designed architecture road maps for security, performance, and compliancy initiatives.
• Identified product problems and strengths and collected data on the customer experience.
• Drafted user stories, use cases, and functional specifications to support product development. Led a cross-functional team of engineers, QA, and UX designers to develop features and fix product defects.
• Led production infrastructure migration initiatives from an on-premise platform to Confidential Azure including architecture design, database migration, failover implementation and testing, and various other tasks which drastically increased performance and stability.
• Migrated legacy Confidential Exchange and Lync servers to Office 365 for improved stability and functionality.
• Configured, administered, and integrated third-party solutions into Salesforce and SugarCRM.

Senior Integration Engineer

Confidential,Irvine,CA

• Formulated comprehensive integration plans complete with clear and actionable goals and targets.
• Analyzed client requirements, created technical statements of work, and drove strategy development.
• Built relationships with key industry leaders.
• Applied best practices of software development while staying abreast of advances in the practice.
• Executed functionality and feature development both within current application framework and on next-generation frameworks.
• Served as the technical lead for API architecture including API functionality, quality, security, and performance.
• Led all integration initiatives with third-party vendors serving various roles as a Project Manager, Solution Engineer, Integration Engineer, QA and troubleshooting, and general point of contact as the integration SME.

Senior Integration Engineer

Confidential,Atlanta,GA

• Worked with key stakeholders on a five-year company roadmap including platform requirements, product solutions, and overall vision of a start-up payment platform.
• Researched new trends and technologies leading to testing and justification for deployment. Served as a Solution Architect, Sales Engineer, and Back-End systems engineer.
• Grew a merchant base by nearly 5000% creating new partnerships and working directly with partner development staff on direct integrations.
• Worked on large enterprise and business critical applications including Platform integrations, Salesforce and ZenDesk implementations, and internal solutions designed to improve customer service, increase customer boarding, and streamlining company initiatives to automate processes.
• Led Salesforce initiative from conception to completion working with third-party engineers as a liaison between the company initiatives and the third-party engineers technical statement of work.

Confidential,Bellevue, WA

Senior Integration Engineer

• Implemented a Developer community roadmap to improve the integration process for Developers and Third-Party Vendors.
• Developed SDKs, API documentation, and miscellaneous tools to create a better experience during the integration process.
• Created a certification process for partners. Handled all escalated API support.
• Worked with internal stakeholders as the API expert for product testing and recommendations for improvement.

Production Operations Engineer

• Worked on large enterprise and business critical platforms monitoring a 24x7 production environment.
• Researched new trends and technologies leading to testing and justification for deployment. Served as the technical lead for server infrastructure including development, QA, staging and production systems.
• Performed SQL audits for PCI compliancy.
• Utilized Team Foundation Server to troubleshoot production code issues.
• Supported and built monitors using SiteScope, Confidential Operations Manager, Perfmon, and custom built solutions.

Senior Technical Support

• Mentored and trained staff on existing company solutions including functionality and troubleshooting.
• Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions.
• Provided thorough support and problem resolution for customers.
• Worked as a Sales Engineer with Business Development on pre-sales initiatives.
• Improved internal support initiatives developing a custom knowledge base solution used by more than 50 support representatives for telephone, email, and chat support reducing peer inquiries and overall support time per customer.

Escalation Support Manager

Confidential,Spokane,WA

• Performed technical support and escalation management internally and externally for Confidential office products.
• Mentored junior technical support members.
• Maintained internal KBs to help expedite recurring issues.
• Worked closely with stakeholders on resolving software defects and feature requests.
• Worked with software Beta teams in effort to improve software functionality.