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Adobe Systems Inc.
2015-Present
Solutions Architect
San Jose, CA and Remote
As the Solutions Architect within the Customer Experience and Technology Services organization, it is my responsibility design the enterprise CRM systems and related supporting systems for all of Adobe support. I am overseeing the migration of disparate CRM systems to a unified support experience for Adobe customers. Once launched, the system will create a unified view of the customer to agents, which improves the experience not only for customers, but also for the agents who are the face of the company. This project is currently in-flight, and is expected to launch in mid-2017.
Yahoo
2014-2015
Principal Software Development Engineer
Sunnyvale, CA
As a Principal developer, my scope of responsibility includes the oversight and architectural design of Yahoo's Help web properties (including http://help.yahoo.com/), Yahoo's CRM platform, and the Corporate Platforms department's other wide range of platforms, tools, and web sites. I led three major projects at the same time, concluding on-time with the biggest launch in department history. These projects saved the company over three million dollars in licensing, productivity, and development costs.
Project 1.) I designed and led the implementation of a department wide service-oriented architecture platform named HelpWS. Corporate Platforms has many systems that all must work together. HelpWS creates a middle service layer for all the endpoints. Using a standardized REST API framework, systems that are migrated only impact the middle services layer, and do not affect other services within the department.
Project 2.) I designed and led the implementation of a modular, AJAX and web services-based computer telephony integration platform named yCTI and yCallbar. The CTI platform is a backend service layer that communicates with the telephony system, and provides web service based updates using JavaScript long polling techniques. The CRM and telephony systems are obfuscated through modules, so that any migration impact between CRM or telephony systems would be minimal. The client, yCallbar, is a single mobile-friendly web page application that uses AJAX techniques to provide an application-like experience.
Project 3.) I led the technical migration from Oracle RightNow CRM to Salesforce.com Service Cloud. I oversaw all integrations, custom development, and technical and network implementation activities.
Awards
Hackovation Winner
Hackday Finalist
Yahoo
2011-2014
Senior Software Development Engineer
Sunnyvale, CA
Within the Corporate Applications department, my responsibilities were to manage the SaaS CRM platform from a technology and development standpoint, and contribute to other customer and internal facing web properties and service platforms. My areas of leadership were web technologies and languages, user interface and experience design, and platform architecture. Innovations implemented during this period saved the company over two million dollars in licensing, productivity, and development costs.
Major projects completed during this time included the creation of the Yahoo Unified Support Tool, which is internally used by Yahoo agents to more effectively assist the customers, and the RightNow Knowledge Tool (RKT), which creates a services layer and client to be used as an integration point between Oracle RightNow CRM and Oracle InQuira Knowledge Base. After the launch of RKT, I worked with Oracle which resulted in a complete redesign of their integration tool to more closely match the functionality of the one I created.
Awards
Hackovation Winner
Hackday Finalist
Cancer Support Community
2010-2013
Volunteer Web Designer/Developer
Bozeman, MT
Working as a volunteer, I designed and developed a new web site for CSC. The site is functional, standards compliant,
and uses a custom content management system that can easily be updated. Three non-developer colleagues provided project
management, quality assurance, and content loading for the site. This project launched and has been live since 2/7/2011.
http://www.cancersupportmontana.org/
RightNow Technologies (Acquired by Oracle in 2012)
2009-2011
Web Developer
Bozeman, MT
The duties of this position were maintaining and innovating all of RightNow's digital properties, including the
international and partner sites. As the principal core developer, I was responsible for all new web technologies
including AJAX implementations, live video streaming, integration with third party software, and being a leader
for other developers on the team. I was also responsible for ensuring the security of RightNow web properties, as
well as advising on hardware and software infrastructure of our hosting environment.
Awards
High Roller award for "innovation and risk taking."
RightNow Technologies
2006-2009
Application Engineer
Bozeman, MT
The duties of this position were to migrate end-user, admin, XML API, and external event customizations
between versions of RightNow CRM for customers. This included creating and/or upgrading custom library binaries,
carrying over schemas, and re-engineering product customizations.
Self-Employed
2005-2006
Independent Contractor
Livingston, MT
While providing intensive training for the newly hired IT staff at Sky Federal Credit Union (SkyFCU), I managed
the information systems and designed their new web site. The site utilizes a custom-coded PHP content management
system. I also built or upgraded their PC's, upgraded the server/domain environment to
Windows Server 2003, configured custom linux bridging firewalls to secure the internal network, and designed and
developed a corporate intranet site for employee use with a custom PHP content management system. For other
businesses, I built custom PC's, designed and developed web sites using a custom PHP content management system,
and provided hosting and DNS services.
Univision Computers
2005
Computer/Network/Server Technician
Missoula, MT
Duties for this position included consulting for local businesses, configuring and installing network,
server, and desktop systems, and general troubleshooting. We also built new computer and server
systems and implemented them into existing infrastructures.
As a Microsoft Certified shop, we specialized in Windows XP and Windows Server 2003 deployments.
Sky Federal Credit Union
2003-2005
Information Systems Analyst
Livingston, MT
For this position, my duties included domain/computer/network/user administration, maintenance and
troubleshooting, information systems user/security policy, and business resumption planning (disaster
recovery). During this time at SkyFCU, I built and configured all new custom PC's for both the Bozeman
branch and the headquarters in Livingston. I migrated the domain from Windows NT
Server to Windows Server 2000, along with building a replacement server system.
It was my responsibility to design and build the entire network and computer infrastructure for the branch in
Bozeman, along with rebuilding the outdated network infrastructure in the Livingston office. In addition,
I also created a new website and online banking portal for customers to access.
StaticServers
2003-2006
Owner/Operator
Registered in Montana
StaticServers was a small business I created to provide reliable hosting. At the height of the business,
I was managing over 20 remote linux machines hosted in tier 1 data centers. My services included web
hosting, registering domain names, email hosting, and game server hosting, setup, and configuration
Freelance Computer Tech
1999-2004
Computer/Network Technician
Montana
I provided various technical services during my senior year in high school and beyond. This included
building custom PC's for various individuals and businesses. I obtained CompTIA A+ Certification
before contracting with Computer Tech Services in Billings, MT to do service work for Dell, Gateway,
HP, Compaq, and Micron computers. I also taught computer classes for 7th and 8th graders in a local
school.