Career Timeline

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Recent Career Highlights

AWS Security - Senior Security Technical Program Manager

Established new risk management and remediation program within AWS SecOps. Responsible for driving resolution of complex, endemic, and ambiguous security findings that relate to AWS and Amazon enterprise services: 

• Worked with service owners across all of Amazon and AWS to drive delivery of high-impact, multi-faceted security mitigations—including new AWS functionality mentioned in the CISO keynote at re:Inforce 2024.  

• Provided status reports, visibility on mitigation status, and facilitated risk reviews for AWS and Amazon Security Directors, VPs, and CISOs. 

• Democratized access to findings data for 250 internal security team members. Defined data and access model and syndicated access via Tableau dashboards, direct data warehouse access, and API-based access.

• Created cross-departmental working group within AWS Security Operations to drive shared initiatives, including common metrics and measures of success, VP-level business review, onboarding and training plans. 

• Co-authored the performance guidelines for all Security TPMs across AWS SecOps.

AWS Kumo - Senior Technical Program Manager

Product Manager for IT support engagement technologies: 

• Implemented novel approach to identity assurance for remote support contacts, improving use of automation from 57% to 95%, with overall 6% efficiency gain ($1.7M annual saving).

• Improved remote support customer experience by adding features such as automated contact routing, wait time estimation, and queued callbacks reducing average wait time by 2 minutes (58% of baseline).

• Provided internal consultation for multiple internal teams looking to evolve their contact center capability or migrate to Amazon Connect and presented IT support model and contact center overview for external customers at Executive Briefing Center.

AWS IT Services - Technical Program Manager

Managed migration of IT support services to Amazon Connect: 

• Designed and delivered a multi-channel contact center handling 1.5M chat and 500K voice contacts a year.

• Completed migration two months ahead of deadline with zero downtime. 

• Designed and implemented multi-region failover capability, tested using a live disaster recovery "game day".

• Implemented downstream integrations with Redshift, Aspect, Tableau, and QuickSight.

Developed forecasting model for remote service desk capacity:

• Improved forecast accuracy by 65% (MAPE), equivalent to $2.5M annual savings from reductions in overstaffing. 

• Presented case study at Machine Learning for Product Managers conference run by Amazon Machine Learning University.

Amazon Operations Technology IT - IT Support Engineer

Lead multi-threaded program to improve site launch delivery:

• Standardized work breakdown structure and implemented process improvements to save 6,400 hours per year. 

• Standardized Bill-Of-Materials (BOM) and network design and codified within automated BOM creation tool. 

• Design technical training program for racking and configuring onsite network. Delivered training to engineers across Europe and scaled deployment team from 2 engineers to 45.

Mobile Device Management (MDM) Migration: 

• Saved $1M in annual OPEX by deprecating two legacy MDM platforms and migrating to a single scalable and API-driven platform. 

• Managed migration of 250K devices across 350 sites to new MDM platform.

Mobile Carrier Audit and IoT Connectivity Rollout:

• Led carrier-agnostic IoT SIM implementation for 40K delivery driver devices across EU to improve cellular coverage by 35% ($2.5M annual budget). 

• Conducted one-time audit saving $2M in annual OPEX from EU-wide mobile spend. 

• Documented audit process, defined and handed over ongoing mechanism to reduce overspend in following years. 

Delivery Driver Device Replacement: 

• Technical evaluation of 45 mobile devices from 11 vendors, narrowed to two candidate devices for field-testing. Continued device evaluation in subsequent years to certify additional devices new to market.

• Obtained VP-level approval for initial $1.5M CAPEX for selected driver device, expanding to $30M in subsequent years.

• Drove UK-wide rollout of 30K devices across 75 locations and implemented centralized device imaging team.