Providing tax compliance and automation services to bars and restaurants.

SRE for Okta CIC (Customer Identity Cloud, formerly Auth0) authentication and authorization services on AWS and Azure platforms. Duties included incident response and service onboarding to SRE practices.

Partnered with customers and team members to provide ever increasing levels of service quality for private cloud based authorization and authentication services. Facilitated horizontal and vertical scale through identification and resolution of bottlenecks, used agile and continuous integration/delivery methods and automated manual processes to increase both accuracy and consistency of service delivery.

Used agile engineering methods to design and write libraries, web services and applications to maintain reliability and operations of monitoring, remediation and problem resolution of over 14 production platforms into a single platform that reduced operating costs, eliminated manual data entry errors and increased infrastructure reliability, service availability and uptime by 10% to 30% or more per platform by identifying failures globally, programmatically performing automated remediation actions in an attempt to resolve the failure condition and providing notification on remediation failures by managing Jira issues (creation, modification/comments and closure). Automation actions and effectiveness were measured and trended via dashboards (both custom and Splunk-based dashboards).

Performed diagnostic and troubleshooting activities with synthetic monitoring for End to End performance and availability of websites for mobile devices. Technologies include WebKit (iOS and Android), DOM, xPath, SMS, JSON, DHTML, HTML5.

Used various tools to analyze and diagnose End to End Internet performance of Fortune 1000 websites. Accomplishments include:

• identified, documented and provided workarounds or bug fixes for nearly all service offerings
• served as technical lead in identifying and providing resolutions for customer problems
• worked with other members of the support team to reduce the mean time to resolution (MTTR) of service requests and increase customer satisfaction via email and telephone
• proposed new processes and modified existing processes to eliminate inefficiencies
• assisted the sales force as a technical adviser in all facets of the sales cycle
• led the relaunch of MyKeynote product training after identifying gaps between customer expectations and the original materials and facilitated the handover to other team members
• created an internal Support Portal and nearly all documentation within it (in use both by the support team and others outside of the support team)

Wrote enhanced service computer telephony applications for the Zeus Voice Foundation call control engine using C++. Projects included:

• development of the CTI (computer telephony integration) support for the Bicom Electra Pro "In-Skin" telephony board on the ContactCenter platform of the NEC Electra Elite IPK telephony system. Played the principal role in the development, testing, manufacturing and integration phases of the project. Applications included Auto Attendant, IVR, Voicemail, ACD, and external CRM interface on Embedded NT 4.0
• led team of three others for testing and deployment efforts of T.38 and T.37 VoIP fax trial for Cisco Systems with VB/ASP configuration front end
• developed Linux installation procedures and associated documentation
• designed and prototyped IMAP4 and POP3 unified communications interface libraries
• unit, component and system tested the API interoperability and calling card services for the Taqua Open Compact Xchange (OCX™) class 5 switch against the Zeus telephony platform
• provided configuration and testing services to Lucent Technologies OPENet Solutions Group for redundant hosts and redundant nodes on the EXS class 4 switch
• wrote the Application Programmer's Guide and enhanced 700+ page Programmer's API Guide for the Lucent Technologies OPENet Solutions EXS class 4 switch
• enhanced Front End and Back End VB API manuals for the S1 Banking System (formerly a Regency Voice Systems product)

Maintained 24 hour availability of networks, systems and applications and verified accuracy and completeness of network procedures and system procedures.

Designed, developed and integrated SQL databases with websites using PHP, ASP, VB, C and C++. Projects included:

• wrote ASP and ISAPI DLLs in VB, C++ and ADO for financial analysis of hedge funds totaling more than 10 billion dollars in assets
• wrote SRD for automation of PlanoHomes.com
• designed and automated DfwForsale.com
• designed and prototyped a web-based multi-tenant shopping cart using MySQL
• designed and prototyped a real estate client/server application with a Win32 Windows client and a back end UNIX MySQL database

Automated manual tasks, increased both environment reliability and environment capabilities and also implemented disaster recovery processes via:

• creation and maintenance of operating system scripts and system documentation
• management of 1200+ users (faculty, staff and students) and 60+ systems (servers and workstations)
• managed department web server migration (Netscape on Solaris to Apache on FreeBSD)
• NIS, AMD and NFS configuration
• automated daily remote backups using Amanda