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Work Background
MicrosoftSenior Programmer
Feb. 2022 - Jun. 2024✴️ Automated WDAC policy creation and deployment using a custom PowerShell + .NET framework, reducing manual rule editing and turnaround time by over 80%. ✴️ Built internal ETL modules using XPATH and embedded C# to extract structured data from WDAC event logs and convert them into policy-ready XML rules. ✴️ Created reusable XML policy templates and validation tools, streamlining onboarding for educational and enterprise applications on Windows 11 SE. -Participated in CI/CD workflows using Git and Azure DevOps, managing WDAC policies as version-controlled code and resolving policy issues through structured PR reviews. -Conducted targeted testing and policy simulation to ensure accurate rule enforcement prior to QA handoff. ✴️ Engaged one-on-one with school districts and vendors to resolve application compatibility gaps, clearly explaining policy requirements, bugs, or security constraints to deliver effective WDAC solutions that met Microsoft’s deployment standards. -Supported cross-functional collaboration across security, compliance, and engineering teams to maintain robust and scalable WDAC deployment pipelines. “Consistently exceeded expectations by mastering policy guidelines and automating deployment workflows.” — Paul Yim, Software Engineer, Microsoft “Key contributor to Windows 11 SE; significantly reduced policy deployment time through creative automation and proactive solutions.” — Anson Ho, Product Manager, Microsoft (Direct Manager) “Delivered far more than expected by automating tasks others handled manually; demonstrated rare customer focus and technical breadth.” — Jeffrey Sutherland, Principal Program Manager, Microsoft
Alvaria, Inc. (Formerly Noble Systems ) Senior Technical Support Engineer
Jul. 2013 - May. 2021💼 Senior Technical Support Engineer
Company: Alvaria, Inc. (Formerly Noble Systems)
Dates: 2013 – 2021
Location: Atlanta,Ga (Remote) 💥 Resolved 2–3 P1 outages weekly across call centers supporting 300–400 agents—protecting $7M+ in client revenue. • Provided Tier 2–3 Linux/Windows support for Oracle, PostgreSQL, and MSSQL environments. • Diagnosed complex issues involving network protocols, web services, and scheduler failures (cron/service jobs). • Built automation tools in Python, PowerShell, Bash, and Perl to streamline diagnostics and speed RCA. • Participated in deployment and rollout support for CallTech and OnQ systems. 💥 Delivered billable services for root cause analysis, escalation packages, and platform scripting. • Supported AI/ML-powered dialers by tuning data parameters and resolving performance issues. • Queried production and replica databases to validate data integrity and schema logic. • Collaborated with engineering teams to triage confirmed bugs and streamline hotfix rollout. • Authored troubleshooting documentation and contributed to internal knowledge base articles.
• Supported upgrades and post-deployment validation for NobleDialer systems, including install, environment config, and feature verification.
• Interfaced with enterprise IT teams during escalations, contributing technical insight for multi-team issue resolution.
• Used tools like Wireshark, diff, and Excel to analyze logs, verify protocol behavior, and isolate service anomalies.
Alvaria, Inc. ( Formerly Noble Systems )Database Administrator
Jun. 2012 - Jul. 2013Atlanta (Remote)Create and maintain databases in MS SQL Server 2005-2012 for internal use and cloud-based customer use. Periodically perform health checks and ensure backups are occurring and are offloaded to archive media when necessary.
StratasoftDBA
Jul. 2007 - Jul. 2012Create and maintain databases in MS SQL Server 2005/2008 for both internal use and customer use. Periodically perform health checks and ensure backups are occurring and are offloaded to archive media when necessary. Create queries, scripts, triggers, tables and views to meet customer or internal needs. Additionally maintain MySQL databases for internal applications (BugZilla, and Ticket tracking software). Develop and deploy scripts, applets, applications or other programs to achieve IT dept automation needs. (C/C++/C#, Perl, FoxPro, PHP and Java). Provide 3rd tier support to customers and developers, provide sales support when requested, act as secondary administrator for office and Network Operations Center.
StratasoftSoftware Quality Assurance Manager
Mar. 2007 - Jul. 2009Responsible for creating and managing a QA team to test company software products. Instituted, installed and brought online a defect tracking system shared by Technical representatives, QA specialists, and developers (Bugzilla). Integrated Bugzilla with an inhouse ticket tracking system (Perl, PHP). Instituted basic blackbox testing standards and test cases reverse engineered from existing software and documentation. Located conflicts as defects and resolved into a comprehensive test plan for corporate software products. Developed requirements and plan to implement manual test automation and extensible testing using C# to add limited white box and isolated component testing seperate from system integration. Developed plans to add load and stress testing of software to catch defects that would be apparent from an external failure (ie power, network, device failure). Managed QA team ( 3 local and 12 offshore ) to complete milestones selected from defect and hotfix lists to verify defect removal.
Alvaria CXDatabase Administrator | QA Manager | QA Lead
Jul. 2005 - Jun. 2012Company: Alvaria, Inc. (Formerly Noble Systems, acquired Stratasoft in 2009)
Dates: 2005 – 2013
Location: Houston, TX (Hybrid) / Atlanta (Remote) Over an 8-year span, I progressed from QA Lead to QA Manager and later into a hybrid QA/DBA role, supporting StrataDialer deployments, building internal tools, and leading cross-functional test teams across international releases. 💥 • As QA Manager, introduced Bugzilla as the first unified defect tracking system shared across QA, Support, and Development. • Built and led a hybrid QA team (3 local, 12 offshore) to validate hotfixes and execute structured regression for multi-product releases. • Designed black-box test plans, reverse-engineered undocumented features, and implemented white-box automation in C#. 💥 • Scoped and executed fault-injection and stress testing scenarios, including simulated power, network, and hardware failures. • Integrated Bugzilla with in-house ticket tracking (Perl, PHP) to enable seamless engineering collaboration. • Authored SOPs and test system documentation to standardize QA workflows and improve reproducibility. • Transitioned into a Database Administrator role supporting StrataDialer in physical and virtual environments (Windows, CentOS, RHEL). • Provisioned PostgreSQL, Oracle, MS SQL Server, and MySQL databases for both production and internal use. 💥 • Developed internal tooling in C/C++, FoxPro, Java, PHP, and Perl to support admin, testing, and deployment workflows. • Provided Tier 3 support and acted as a technical liaison for sales engineers and customer escalations. • Performed OS-level and database diagnostics to ensure uptime, identify failure points, and maintain SLAs. • Assisted with datacenter hardware maintenance and network infrastructure alongside engineering staff.
StratasoftSupport Technician
Mar. 2005 - Jan. 2007Managed and trained the Help Desk support staff. Responsible for assisting technicians in supporting company software products and engaging proper resources when an escalation is necessary. Managed team of 8 off-shore technical support specialists. Also acted as sales technical contact and as second level IT support for internal customers.
StratasoftSoftware QA Specialist
Jan. 2003 - Jan. 2005Responsible for creating test cases and documenting results of testing. Utilized defect tracking and version control systems to track changes made. Helped convince management to invest in a QA department to better handle, manage, and minimize impact of software defects in future releases. Acted as second level support for Help desk techs and as liaison with developers to assist in solving Customer issues.
Schlumberger TechnologiesData Center Operator
Jan. 2001 - Jan. 2003Computer Operator, Backup technician, assistant system administration Windows, Linux, Sparc. Acted as Automation scripter, using Perl and C/C++ wrote applications for Windows To help automate Operator tasks such as Cross-Platform Tape inventory, Parallel Connected Backup Automation for remote site net-appliances.
Texas State GuardTsgt, 5th AW 447 ASG
Jul. 1999 - Jul. 20122003- Present member of the Communications squadron. Provide support for 147th Air Wing and manning for State Emergency Communications deployments for declared disasters, community support or other purposes. Holder of Ham Operator License, Call# KF5AJW Act as an administrator for Squadron local network. Created a Linux based Windows NTLM domain. Created a standard load out for squadron systems and deployed it. Assist in troubleshoot or replacement of hardware. 1999-2003 Training Flight Instructor. Responsible along with Msgt Sanchez for developing course curriculum and USAF Drill Manual instruction for new inductees in both Texas State Guard and Texas Air National Guard. 1999-2003 Developed, hosted and maintained 4th Air Wing HQ website until it was moved to Austin.
RadiSys CorporationTechnical Support Specialist
Jan. 1996 - Jan. 2001Provided Technical support for Texas Microsystems products and Radisys products after merger. Laid off from this position after Radisys moved production lines to Oregon.
Horizon Information Systems, IncComputer Hardware Tech
Jan. 1993 - Jan. 1994
USAF AETC HQ 338th CSSQA1c
Jan. 1990 - Jan. 1993Performed a number of roles in this position Acted as system administrator for the Squadron’s Internet Node 3B2 AT&T unix, including Archie Pages and the first web pages. System Operator on Unisys-Sperry Mainframe Computer Systems Small Computer Technical Support Instructor , developed training materials and delivered classroom training and digital transition classes to senior personnel in MS-DOS, Windows, and Microsoft Office.
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