New York, New York, United States
• Achieved a 40x reduction in support ticket resolution time and saved 200-300 annual on-call hours by developing a diagnostic tool that swiftly identifies the root cause of Access Denied errors in customer API requests, shortening resolution time from days/weeks to just a few hours.
• Decreased deployment duration by 40-fold through the development of a comprehensive continuous delivery pipeline for a proprietary CLI tool, streamlining on-call access to logs and primary datastore.
• Developed a data pipeline that integrates service and application log data from various services into a ticketing system, facilitating a 5-8 hour weekly reduction in on-call time through the use of multiple tools.
• Served as Scrum Lead and collaborated with management to enhance sprint planning, objectives, and performance metrics, resulting in a 3-fold increase in presentations for our team.
• Consistently managed 75+ high-priority tickets per week, encompassing Large Scale Events, customer issues, and fleet concerns, as an on-call responder to maintain the security, reliability, and availability of the world's largest cryptographic vault.
