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Work Background
CiscoStaff Software Engineer
Mar. 2021Austin, Texas, United StatesWorking on improving developer productivity, product quality, and release cycle for the Lifecycle track of CX Cloud.
KhorosStaff Software Engineer
Mar. 2020 - Mar. 2021Austin, Texas, United StatesContinuing to serve as Team Lead for Care Analytics and Tech Lead for the Khoros Analytics project. * Lead the project to implement platform analytics, coordinating and collaborating with cross-product development teams
* Added 4 additional developers to the team, allowing great delegation of responsibility
* Migrated the Care Analytics stack from AWS ECS to Kubernetes in order to work more efficiently with the DevOps organization
* Team successfully transitioned to a work-from-home arrangement due to COVID-19 without any slip in productivity or quality.
KhorosSenior Software Engineer
Oct. 2018 - Mar. 2020Austin, Texas AreaKhoros is the result of the merger between Lithium and Spredfast, combining the best-of-breed Social Care and Social Marketing products. In March 2019, assumed duties as Team Lead of Care Analytics. - Onboarded 3 new developers (2 remote, 1 local), more than doubling the size of the team.
- Worked with Product Management, Quality Assurance, User Experience, and Documentation to define processes to keep the release cadence steady and reliable.
- Co-Architected a unified Analytics Experience for all Khoros products involving multiple cross-team, cross-platform projects.
- Work closely with Product Management on the product roadmap; planning timelines, t-shirt sizing future work, and detail scoping upcoming projects.
KhorosSenior Software Engineer
Mar. 2016 - Oct. 2018Austin, Texas AreaContinuing as Full Stack engineer on the Analytics product. - Increased responsibility for scoping and sizing projects, working on cross-team / cross-platform features and goals.
- Architected a system to track time spent performing certain actions within the system, allowing for tracking workforce efficiency and metrics at a very granular level. This patent-pending system is a significant competitive differentiator for the Lithium Care platform.
KhorosSoftware Engineer
Oct. 2013 - Mar. 2016Austin, Texas AreaFull Stack engineer on the Analytics product, which provides near-real-time views of customer's interactions on numerous social networks for purposes of customer care and/or marketing and provides workforce performance and efficiency metrics. - Ingest and process data streams from multiple upstream sources via a horizontally scalable pipeline
- Implemented RESTful endpoints to query analytics data in a variety of data shapes and breakdowns
- Consumed those RESTful endpoints in a UI written in Dart and React to provide customizable, dynamic dashboards and monitor walls Technologies Used: Dropwizard, Elasticsearch, Kinesis, DynamoDB, CloudFormation, EC2, S3, Route53, Redis, Dart/Angular2, Highcharts, React
Peripheral use of: Chef, Jenkins, ECS, Docker, Redshift, SQS
BlackbaudSr. Engineer
May. 2012 - Sep. 2013Austin, Tx* Maintenance and New Product development on the Force.com platform for the Luminate CRM (Constituent Relationship Management) product, a managed package extending the SalesForce CRM system.
* Extensive experience with Apex (Classes, Triggers, and Testing), VisualForce pages and controllers, and Integration utilizing the Webservice API, Adobe Flex, Java, and the Metadata API
* Architected a Direct Response Marketing Solution tailored to Non-Profit Organizations needs beyond the Marketing system provided by SalesForce CRM.
* Experience building packages, beta packages, push patches, package extensions, updating and working with TrialForce snapshots.
* Assisted with resolving distributed development efforts on a managed package across a team of 20+ developers
ConvioSr. Software Engineer
Dec. 2010 - May. 2012Austin, Texas AreaForce.com
* Maintenance and New Product development on the Force.com platform for the Luminate CRM (Constituent Relationship Management) product, a managed package extending the SalesForce CRM system.
* Extensive experience with Apex (Classes, Triggers, and Testing), VisualForce pages and controllers, and Integration utilizing the Webservice API, Adobe Flex, Java, and the Metadata API
* Implemented a Multi-Affiliate / Chapter / Division model specific to the needs of Non-Profit Organizations utilizing the Force.com Record Access Model and Apex Sharing. Included a framework of global methods to allow customers to easily add their own Custom Objects into this sharing model. This project was utilized by Susan G. Komen for the Cure as the replacement for the SalesForce provided Territories functionality.
* Improved performance of a Batch Opportunity entry system implemented in Adobe Flex, involving processing large amounts of data via Batch Apex, the Flex API, SOSL, and SOQL. Web Development
* Continued Product Development, Maintenance, and Support for the Convio Online Marketing / Luminate Online product
* Developed new features for the next generation Peer-to-Peer (TeamRaiser) user interface for constituents. Wrote Java-based API methods and implementing those methods in JavaScript and HTML utilizing the YUI and JQuery Libraries.
ConvioSoftware Engineer
Jan. 2009 - Dec. 2010Austin, Texas Area* New Product Development and Maintenance of the Convio Online Marketing (now Luminate Online) suite for Non-Profit Organizations, which provides an online presence (website / CMS), email marketing functionality, online donation processing, peer-to-peer fundraising (TeamRaiser) and other online constituent relationship management functionality.
* Extensive experience in the TeamRaiser peer-to-peer fundraising module, utilized by events such as Relay For Life, Race for the Cure, MS 150 Bike Ride, Komen 3-Day, etc.
* Wrote an Open API to expose the Luminate Online Survey Forms functionality to expand the versatility of this tool. Provided a Reference implementation utilizing this API written in HTML and Javascript, utilizing the YUI Library (versions 2 and the early features of YUI 3).
* On the Retained Engineering Team, utilized Agile Methodologies to work directly with clients to define product requirements, implementing prototypes, and refining the product to meet the client needs.
* Worked closely with the Client Support Team to triage and resolve product defects in a timely manner.
* Skills utilized: Java, SQL, PL/SQL, Database Design, HTML, CSS, JavaScript
ConvioLead Support Engineer
Jan. 2008 - Dec. 2008Austin, Texas Area* Led a team of 3-5 people in supporting the Convio Online Marketing (now Luminate Online) platform
* Served as the Primary Support Contact for multiple clients
* Served as the client advocate when dealing with Product Management, Marketing, Sales, Services, and Engineering
* Mentored new support agents on: Troubleshooting, Product Knowledge, Customer Service
* Heavy SQL and Database Design skills required
* Worked closely with Engineering to identify, triage, and resolve product defects
* Assisted the Quality Assurance department with manual testing to verify high-priority bugs
* Helped define Policy and Procedure for the support team to follow to improve efficiency and accuracy. Many policies and procedures defined during this time are still in effect as of Oct-2012.
* Assisted Solutions Engineer determining how Luminate Online could be utilized to meet client needs
* Wrote custom reports to meet client's reporting needs
ConvioSupport Engineer
Aug. 2006 - Jan. 2008Front-line and Back-end client support for the Convio Online Marketing Platform for Non-Profits. Problem Solving, Troubleshooting, Solutions Provider, and Issue Resolution. Primarily involved verbal and written customer service and SQL work to investigate and resolve client issues.
Apple ComputerAppleCare Representative III
Oct. 2002 - Jul. 2006Frontline Technical Support for Apple's Consumer Products and Education market.
Apple ComputerAppleCare Representative II
Jan. 2002 - Jan. 2006
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