Professional

What I do

Senior Technical Support Engineer working where enterprise customer support meets systems engineering and cloud operations.

I own the hard tickets — the ones that start as "the app is broken" and turn out to be a question about infrastructure, networking or architecture. For the last several years that has meant supporting mission-critical airline crew and operations software at Jeppesen ForeFlight, from on-prem RHEL and Windows/Citrix environments to our newer SaaS platform on AWS EKS. I care about getting to the real root cause, automating the toil away, and leaving behind documentation good enough that nobody has to redo the digging.

• Primary technical contact for airline customers of Jeppesen Crew Tracking and Ops Control
• Run tier 2 operations for the AWS EKS-based SaaS launch: provisioning, monitoring, upgrades
• Leading a department task force on where agentic AI can take on repetitive support work
• 15 years in technical support and systems engineering, from bench tech to team lead

Experience

1. Jeppesen ForeFlight

   Englewood, CO

   • Senior Technical Support Engineer IISep 2021 – Present

   Enterprise support and service management for Jeppesen Crew Tracking and Ops Control, the crew scheduling and operations control systems used by airlines.

   • Act as "Service Manager" and primary technical contact for airline customers, owning the relationship and making sure SLAs are met and evolve with their needs.
   • Triage customer-reported defects in JIRA and work them through to resolution with the core development teams.
   • Run root-cause analysis on issues that reach past the application into Citrix/CVAD, IIS, NetScaler and other surrounding infrastructure, and deliver architecture diagrams and write-ups that customers hand directly to their own infrastructure teams.
   • Build Bash and Python automation that brings metrics and data from customer environments into our Prometheus, Grafana and Jenkins tooling.
   • Extended tier 2 operations to the new SaaS offering on AWS EKS, covering environment deployment, proactive health monitoring, upgrades and maintenance.
   • Lead and mentor other specialists, shape support processes, and take part in the high-severity on-call rotation.
   • Chosen by department leadership to lead an agentic-AI task force. Wrote its charter and roadmap, ran a team-wide survey to baseline AI adoption, and am building a team-specific AI Skills Marketplace.

2. Charter Communications (Spectrum)

   Greenwood Village, CO

   • Systems Engineer IVDec 2020 – Sep 2021
   • Systems Engineer IIIFeb 2018 – Dec 2020
   • Systems Engineer IIOct 2016 – Feb 2018

   Operations and technical lead for Spectrum's enterprise-wide customer identity management platform.

   • Served as technical lead for operational support of the customer identity platform, troubleshooting proprietary Java web services and microservices.
   • Administered RHEL 7 systems: OS patching, application installs and upgrades, and capacity changes.
   • Set up system and application monitoring and log aggregation, and used Splunk heavily to trace single-customer issues back to platform bugs.
   • Wrote the team's SOPs, troubleshooting guides and system overviews in Confluence, and automated routine tasks with Bash.
   • Worked across teams with stakeholders to resolve complex issues and hit project deadlines, mentored junior engineers, and took part in on-call.

3. Apple

   Remote (Greensboro, NC)

   • AppleCare Senior Advisor, iOSJul 2016 – Oct 2016
   • AppleCare Advisor, iOS & MacJul 2015 – Jul 2016

   Advanced phone support for iPhone, iPad, Apple Watch and Mac.

   • Owned multi-contact cases and those that needed engineering involvement, and took over escalations from tier 1 advisors.
   • Mentored new and struggling advisors and supported management on special projects.

4. Time Warner Cable (now Spectrum)

   Greensboro, NC

   • Technical Support SupervisorNov 2013 – Jul 2015
   • Technical Support LeadDec 2012 – Nov 2013
   • Technical Support RepresentativeNov 2011 – Dec 2012

   Grew from frontline internet and phone support to supervising an advanced technical support team.

   • Supervised 18–20 advanced support agents: coaching to first-call-resolution and CSAT goals, interviewing and hiring, and day-to-day administration.
   • Handled executive and management escalations, and worked with the NOC and field dispatch on issues outside tier 3's scope.
   • Wrote job aids and rolled out procedure changes to the support floor.

5. Computer Wholesalers Inc.

   Hackettstown, NJ

   • PC TechnicianNov 2010 – Oct 2011

   Audited, diagnosed and repaired used PC hardware for resale.

Skills

Cloud & Containers

• AWS
• Amazon EKS
• Kubernetes

Systems

• RHEL
• Windows Server
• Citrix CVAD
• NetScaler
• IIS

Observability

• Prometheus
• Grafana
• Splunk
• Jenkins

Automation

• Bash
• Python
• Agentic AI tooling

Practice

• Root-cause analysis
• Service management
• Technical writing
• Mentoring
• On-call / incident response