Experience

Go · Python · Rust · APIs · Linux/containers · relational and vector data · AI and agent systems · developer tooling

• —Developing public engineering projects across Go, Python, and Rust, with emphasis on APIs, data systems, Linux/container infrastructure, automation, and AI integration.
• —Designing small, inspectable systems with contract-first and schema-first interfaces, OpenAPI, tests, architecture decision records, and reproducible deployment instructions.
• —Researching provider-independent model routing, local/cloud execution, agent coordination, trust boundaries, observability, and repository-aware engineering workflows.
• —Preparing source, tests, diagrams, implementation decisions, and operating documentation for public release.

$20M–$30M enterprise delivery portfolio · complex implementations · technical escalation systems · Product/Engineering feedback loops

• —Led enterprise delivery for a $20M–$30M ARR implementation portfolio across distributed retail, franchise, municipal, healthcare, finance, and public-sector environments.
• —Reduced project overruns by 30% and delivery timelines by 33% through KPI dashboards, workflow instrumentation, forecasting, and continuous-improvement systems.
• —Launched and operationalized a near-shore Tier 1 provisioning organization, increasing project throughput by 25% while sustaining 95% CSAT.
• —Designed a structured technical-escalation workflow that reduced resolution cycles from days to hours and improved handoffs between field delivery, Support, Product, and Engineering.
• —Converted recurring customer and integration failures into product, tooling, process, and investment recommendations for senior leadership.
• —Led high-risk enterprise migrations, escalation response, capacity planning, customer-risk prioritization, and delivery-predictability work across concurrent programs.

Multi-site deployment architecture · implementation standards · escalation ownership · repeatable delivery systems

• —Expanded from owning complex deployments personally to designing the implementation systems, templates, training, partner workflows, and operating standards used by broader delivery teams.
• —Designed and documented the first 30 sites of a large multi-location rollout, established its repeatable implementation model, and supported six production locations per day while remaining approximately two weeks ahead of schedule.
• —Led RFP and vendor selection for the organization's first outsourced provisioning and go-live support team, establishing procedures, training, quality expectations, and escalation paths.
• —Continued owning high-complexity technical escalations and multi-site deployment architecture across customer, partner, Project Management, Support, and Engineering teams.

50–80 concurrent deployments · SIP · IVR · contact center · routing · multi-site implementation

• —Led customer discovery, solution design, provisioning, integration, QA, UAT, cutover, and go-live for complex multi-site voice, data, and contact-center implementations.
• —Designed and deployed SIP trunking, IVR, call-routing, contact-center, endpoint, and third-party platform integrations based on customer business and production requirements.
• —Carried approximately 50–80 concurrent projects during periods of high demand and was assigned many of the highest-complexity implementations and escalations.
• —Managed 50+ active client deployments while maintaining >99% SLA compliance and contributing more than $100K in new MRR per quarter through implementation and production acceptance.
• —Coordinated internal engineers, project managers, on-site resources, carriers, partners, and customer stakeholders through technical readiness and launch.

Tier 2 support and NOC operations · P1 incidents · MPLS · carrier coordination · CPE · live customer environments

• —Provided Tier 2 support and NOC operations for nationwide VoIP infrastructure, resolving more than 75 weekly requests ranging from MACD work to critical P1 production incidents.
• —Diagnosed and restored MPLS and transport faults with carriers and LECs, supporting 99.99% service availability and rapid incident response.
• —Configured, deployed, and tested customer-premise equipment remotely and in coordination with on-site teams.
• —Troubleshot production voice, data, routing, and endpoint issues across live customer environments.

Enterprise VoIP support · multi-platform troubleshooting · technical escalation · direct customer communication

• —Supported more than 10 enterprise BroadSoft VoIP clients simultaneously across different platforms, CRMs, ticketing systems, procedures, and escalation models.
• —Resolved approximately 90% of inbound escalations while reducing Tier 3 volume by 40% through deeper triage, prioritization, and first-touch diagnosis.
• —Maintained >90% CSAT while balancing multiple customer queues and adapting to each client's technical and operational standards.