
Strategic technology leader with proven expertise in AI/ML implementation, cloud architecture, and customer success. At Archway Software, I've driven customer retention by 30% through data-driven insights and AI-powered solutions for cloud-based banking products. My approach combines: - Advanced AI/ML expertise (AWS Certified Machine Learning Engineer) - Customer success leadership (managing enterprise-level relationships and teams) - Data analytics mastery (New Relic, Splunk, AWS CloudWatch) - Solution architecture (designing AI chatbots, customer portals, and observability frameworks) I excel at translating complex technical capabilities into measurable business outcomes, whether through reducing manual interventions with AI chatbots, decreasing SLAs by 60+ minutes, or scaling support operations while maintaining quality. "Stay ready so you don't have to get ready" is my leadership philosophy—building proactive systems and teams that anticipate challenges before they impact customers. Open to Director-level opportunities in Customer Success, Cloud Support Architecture, and AI/ML leadership.
techmahindra.com
tonies.com
soundersfc.com
Greater Seattle Area
Technology Manager, Customer Happiness
tonies® USA
• www.linkedin.com/company/tonies
Apr 2025 - Present
Production Support Manager
Archway Software
• www.linkedin.com/company/archway-software
Dec 2022 - Apr 2025
Redmond, Washington, United States
Application Support Manager
Pike Street Labs
• www.linkedin.com/company/pike-street-labs
Jul 2021 - Feb 2023
Bellevue, Washington, United States
Applicaiton Support Specialist
Tech Mahindra
• www.linkedin.com/company/tech-mahindra
Jun 2018 - Jul 2021
Bothell, WA
Sports and Marketing Rep, Pacific Northwest
Tech Mahindra
Mar 2018 - Jun 2018
Redmond, Washington
Application Support Technicial
Tech Mahindra
• www.linkedin.com/company/tech-mahindra
Dec 2016 - Feb 2018
Bothell, Wash.
Head Soccer Coach/PE Teacher
RSports/Nike
Sep 2015 - Feb 2016
Shanghai City, China