Skills

Technical

• Proficient: Ruby, Ruby on Rails, Sinatra, Javascript, jQuery, React Native, PostgreSQL, RSpec, Sinatra, Git/GitHub, HTML, CSS, Materialize, APIs(Google, Yelp, ProPublica, etc.), SQL, SQLite3, and counting...
• Exposure: AngularJS 1.X, AWS, Firebase, Jasmine, CoffeeScript, Sass, CircleCI, Bootstrap
• Professional - Wordpress, Salesforce, Google Analytics, Photoshop, Paint.NET, Amazon Web Services (AWS), Axure RP, Brackets, ADP, Peoplesoft, Linux(Ubuntu),Windows, iOS, and more

Soft

• Leadership, public speaking, verbal and written communication, problem solving, creativity, strong work ethic, ethical conduct, professional but friendly, detail oriented, "self starter", passionate, pragmatic, and persistent

Language

• Exceptional command of English with basic knowldege of Russian and Japanese

Education

• Worked an average of 80hrs per week intensively studying web-development and core principles of programming
• Built web and mobile applications alone, in pairs, and in teams thus emulating a professional setting with agile workflow
• Primarily developed projects using Ruby and Ruby on Rails, but expanded deeply into Javascript and React Native

• Earned competitive academic scholarships for leadership and public policy
• Volunteered as an English, Political Science, and American History tutor at the City College of San Francisco
• Participated in a variety of community service projects as a member of the Alpha Gamma Sigma Honors Society

Employment

Manager, Technical Escalations Engineering - Application Performance Monitoring (APM)

April 2020 - September 2022, 2 years 6 months (promoted from Team Lead, Solutions Engineering)

• Led a team of 6-8 Technical Escalations Engineers who offered product area specific technical support for escalated client cases assisting software engineers from top enterprise companies around the globe and the United States government (example product areas: infrastructure, metrics, Application Performance Monitoring (APM), and logs observability)
• Coordinated efforts of internal engineering and product management teams to meet the technical goals of clients
• Specialized in APM and led an additional team of Technical Escalation Engineers focused on that specific product
• Oversaw dramatic reduction in case backlogs and maintained healthy operating status (MTTR cut 2⁄3 and avg wait from 3 weeks to 1)
• Acted as a key leader for Datadog during an extended period of consistent hypergrowth and drove the highest quality of support for the single highest revenue product (APM,) which earned the top position for Gartner's Magic Quadrant in 2022
• Supported client engineering teams (many top companies worldwide) to facilitate their use of Datadog's observability tools
• Troubleshooted problems in a variety of programming languages and frameworks including Python, Ruby, Java, Javascript, and more
• Designed and managed operations of an evolving engineering team to maximize efficiency with technical and interpersonal strategies

Team Lead, Solutions Engineering

(promoted from Customer Service Representative)

• Led a team of 5-8 Solutions Engineers who offer technical support to Software Engineers for their technical support tickets (example product areas: infrastructure, metrics, Application Performance Monitoring (APM), and logs devops observability)
• Supported client engineering teams (many top companies worldwide) to facilitate their use of Datadog's observability tools
• Troubleshooted problems in a variety of programming languages and frameworks including Python, Ruby, Java, Javascript, and more.
• Responded to technical incidents with timely and informative correspondence, track/report bugs, and propose fixes to both code and documentation/procedures
• Coordinate efforts of internal engineering teams to meet the technical demands of clients
• Managed operations of fast-paced, Solutions Engineering team maximizing efficiency with both programmatic and interpersonal tactics

Solutions Engineer

• Supported development teams with Datadog clients who are using application and devops performance monitoring tools
• Worked on Python code base to document and solve issues with the platform
• Demonstrate Datadog platform, on video calls or in person, for development teams learning to use the product
• Troubleshoot client issues by running applications simulating their environment and advise how they can monitor performance metrics

Founder (self-employed)

• Built pre-alpha web application with various social networking and political informational features
• Invented concept and created user experience (UX) prototypes for a niche political social networking website
• Performed research for strategic planning in a wide range of key project areas, including political science, marketing, business, fundraising, and legal matters
• Produced marketing and informational videos, web content, and a scholarly document introducing the project

Community Manager / Customer Support

• Provided logistical and technical support to the global academic community of students and faculty using GitHub repositories
• Managed operations for CRM and implemented communications best practices to ensure service accuracy and efficiency

Web Producer Intern in Digital Services/New Media (via academic program)(offered position)

• Wrote and updated news features for the C-SPAN.org home page
• Researched viability of business partnerships and analyzed effects of social media marketing campaigns
• Audited and proposed improvements to the department’s operational procedures

Mediator - Consumer Protection Unit Intern

• Mediated San Francisco based consumer disputes with businesses and landlords
• Created and maintained a claims database by researching and assessing quality of evidence in claims, then sorting them by importance for the prosecution
• Assessed and discussed legal aspects of cases through direct communications with consumers, businesses, fellow mediators, investigators, and attorneys

Director of Training & Quality Assurance

(promoted from Project Manager)

• Organized and facilitated training sessions, monitored and coached employees, provided current events updates and company policy info, while developing effective sales and customer service strategies
• Designed, distributed, and maintained all project training documentation and presentations
• Developed basic HR infrastructure with technological and procedural operations solutions for the CEO

Project Manager

(promoted from Customer Service Representative)

• Recruited and managed 20 contact center customer service and sales representatives
• Managed client relationships, developing sales and customer service strategies to meet their goals
• Used databases and reporting tools to design and submit analytical productivity reports to clients

Group Sales Manager

(promoted from HR Assistant/Training Specialist)

• Hired, trained, and managed a staff of 33 Sales Associates, resulting in a profitable department
• Motivated staff to exceed sales and service goals in a fast-paced and competitive environment

HR Assistant/Training Specialist

(promoted from Sales Specialist)

• Advised employees on company policy, culture, and compensation for the third largest department store worldwide
• Designed new training manuals, presentations, and was editor/writer of a weekly storewide newsletter
• Conducted large scale executive training classes in topics such as conflict resolution and management skills

Volunteer

• Code for America - San Francisco Brigade
• WeVote San Francisco - Mobile Application
• San Francisco Voter Drive
• City College of San Francisco - English Writing Lab Tutor