▸ Identified an underdeveloped internal tool and transformed it into a platform with 800K+ monthly sessions — authored the RFC, architected the solution, and drove it from vision through completion. Teams can now debug issues that were previously unsolvable.

▸ Architected an automated support routing system that saves 250 operational days per month — posts reach the correct engineering team at submission time, eliminating manual triage, preventing posts from being buried and never seen, and freeing engineers from getting dragged into issues they don't own.

▸ Designed and built structured intake forms with wiki deflection and self-help capabilities — 90-95% adoption driven by UX, not enforcement.

▸ Re-engineered telemetry infrastructure by unifying previously incompatible systems into a shared data pipeline with real-time dashboards — giving both engineering and support teams a single source of truth for data-informed roadmap decisions.

▸ Currently leading the design of a next-generation support platform integrating AI agents — intelligent routing, known-problem deflection, and AI-assisted debugging to help teams isolate, root-cause, and collaboratively resolve issues faster.

▸ Spearheaded an On-Call Optimization project, designing no-code automation and streamlined support flows that significantly reduced the on-call burden for the Release Engineering org.

▸ Primary technical support POC for Apple Developer Portal, assisting developers with global enterprise app distribution and mobile release workflows.

▸ Improved Release Engineering DX by redesigning user intake systems to ensure high-fidelity data collection for web and mobile tools.

▸ Scalability Lead: Took ownership of a solo-contributor function and scaled operations to a team of 3, supporting a global, enterprise-grade Performance Management platform.

▸ Specialized in Enterprise Authentication: Debugged and configured complex SAML 2.0, OAuth, and HRIS integrations (Okta, Azure AD), ensuring secure access for high-profile enterprise clients.

▸ Scaled Knowledge Infrastructure: Developed a comprehensive public wiki and instructional resources, drastically reducing repeat ticket volume through proactive self-service documentation.

▸ Backend System Troubleshooting: Performed deep-dive diagnostics into API integrations and backend system behaviors to resolve critical alignment issues for enterprise-grade OKR software.

▸ Managed high-priority technical operations during a major corporate acquisition, pivoting between high-volume technical troubleshooting and hardware systems coordination.

▸ Optimized Logistics Workflows: Redesigned a complex, error-prone device labeling and shipping process into a simplified, reliable system that eliminated fulfillment errors.

▸ Coordinated Systems Provisioning: Utilized MDM solutions to provision restaurant-grade tablets and mentored team members on assembly-line deployment and return processes.

▸ Due to Yelp Eat24 Acquisition

▸ Managed high-priority technical operations during a major corporate acquisition, pivoting between high-volume technical troubleshooting and hardware systems coordination.

▸ Optimized Logistics Workflows: Redesigned a complex, error-prone device labeling and shipping process into a simplified, reliable system that eliminated fulfillment errors.

▸ Coordinated Systems Provisioning: Utilized MDM solutions to provision restaurant-grade tablets and mentored team members on assembly-line deployment and return processes.