Professional Summary

Experienced Support Program Manager and Cloud Engineer with AWS certification and hands-on experience building scalable, secure cloud infrastructure. Proven track record in alerts & automation, process improvements, and technical leadership. Proficient in Infrastructure as Code, serverless architectures, and DevOps practices with expertise in client support and implementation.

Technical Skills

Cloud Platforms & Infrastructure

  • Amazon Web Services (AWS)
  • AWS Lambda, API Gateway, S3, CloudFront
  • DynamoDB, Route 53, CDK
  • Terraform, AWS SAM

Development & Frameworks

  • Python, JavaScript, TypeScript
  • React, Node.js
  • HTML5, CSS3, Tailwind CSS
  • RESTful APIs, JSON

DevOps & Tools

  • GitHub Actions CI/CD
  • Infrastructure as Code
  • Automated Testing (pytest)
  • Vite, Git Version Control

Support & Operations

  • Zendesk, Asana, Slack
  • Datadog, Metabase, PagerDuty
  • Salesforce, Confluence
  • Claude Code, WCAG Accessibility

Projects

AWS Serverless Cloud Resume Challenge

AWS | Claude Code | Python | JavaScript | HTML/CSS | SAM | GitHub Actions
  • Built serverless resume website with real-time visitor counter using AWS services (S3, CloudFront, Lambda, API Gateway, DynamoDB)
  • Implemented Infrastructure as Code with AWS SAM templates and CI/CD pipelines with GitHub Actions
  • Developed Python Lambda functions for backend API and comprehensive unit testing with pytest
Live Site GitHub

NYC Curated - Serverless Recommendations Platform

AWS CDK | Claude Code | React | TypeScript | DynamoDB | Lambda | Tailwind CSS | Vite
  • Developed modern React TypeScript web application showcasing 179+ curated NYC locations with advanced search and filtering
  • Architected serverless AWS infrastructure using CDK with DynamoDB, Lambda (Node.js), and CloudFront CDN
  • Designed glassmorphic UI with mobile-first responsive design and real-time data processing
Live Site GitHub

Support Playbooks - Serverless Documentation Platform

Terraform | AWS (S3, CloudFront, Route 53) | Claude Code | Python | HTML/CSS | JavaScript
  • Serverless static website hosted on AWS to showcase support alert playbook documentation created @ Bolt
  • Implemented Infrastructure as Code using Terraform with secure S3/CloudFront architecture and Origin Access Control
  • Built responsive interface with advanced search capabilities, theme toggle, and WCAG accessibility compliance
Live Site GitHub

Experience

Support Program Manager, Alerts & Automation

Bolt (remote) October 2021 - August 2023
  • Stood up the company's first alerts program for Support: centralized all inbound alerts (Datadog, Metabase, Apple Developer) into Zendesk and designed a taxonomy in Asana covering severity, ownership, and playbooks
  • Created end-to-end playbooks and Zendesk templates/macros so analysts could resolve tickets consistently; included escalation paths and "what-if" branches to unblock edge cases
  • Partnered with Data & Engineering to create new alerts, deprecate noisy ones, and tune triggers for accuracy; transitioned out-of-scope signals to owners (e.g., Chargebacks, AMs) to reduce Support toil
  • Owned critical merchant-impacting flows (e.g., Apple Pay certificate expirations): automated detection + outreach steps and coordinated merchant renewal templates to prevent payment failures; Maintained 100% on-time renewals for 500+ merchants with expiring Apple Pay certs
  • Launched and maintained a company-wide #alerts Slack channel to promote transparent triage and search-ability; enabled Account Managers and leadership to self-serve status while facilitating cross-company discussion
  • Drove process improvements for internal-facing alerts (e.g., missing transaction data, disabled chargeback notifications), including investigation SOPs and prevention mechanisms
  • Built and presented exec-ready decks (CX & Eng) to secure resources, communicate risk, and align on program scope, SLAs, and scalability roadmap
  • Award: Customer Experience "Best Partner," H1 2023

Support Engineer

Blend (remote) March 2020 - May 2021
  • Acted as the Support team lead for the company-wide "New URLA" initiative, Blend's largest project at the time, by coordinating readiness plans and serving as the primary escalation point to ensure a seamless client transition
  • Served as the Subject Matter Expert (SME) for critical platform integrations, including Encompass and Salesforce, resolving complex Tier 2/3 issues and reducing escalations to engineering
  • Managed client-facing communications during product outages and service degradations, providing clear and timely updates to enterprise customers to maintain trust and transparency
  • Ensured business continuity for key enterprise customers by providing 24/7 on-call support via PagerDuty, consistently meeting and exceeding SLAs for critical incident response
  • Designed and delivered remote training and mentorship programs for new support hires, accelerating ramp-up time and readiness to handle client interactions
  • Provided direct technical support to developers and clients utilizing Blend's RESTful APIs, troubleshooting integration issues to ensure successful implementation and platform adoption
  • Authored and maintained extensive technical documentation in Confluence, creating a robust knowledge base that empowered both clients and internal teams with self-service solutions

Implementation and Client Support Specialist

Various SaaS & FinTech Companies (Brighter, Meridianlink, and Honey) November 2015 - March 2020
  • Acted as a key technical liaison between clients, users, and engineering teams, translating feedback into detailed bug reports, feature requests, and actionable software enhancements that directly influenced product roadmaps
  • Provided end-to-end technical support and implementation, spearheading the integration of proprietary software with over 120 partner systems and managing a portfolio of 300+ accounts in Salesforce
  • Analyzed support metrics, user behavior, and complex data sets to drive process improvements, consistently exceed all SLA targets, and deliver recommendations that enhanced the overall user experience
  • Authored and maintained a comprehensive knowledge base in Atlassian (Confluence), creating clear support articles and user manuals that increased client self-service capabilities

Education

Bachelor of Arts in Anthropology

University of California, Los Angeles Los Angeles, CA

Accelerated Web Development Program

LearningFuze Irvine, CA

AWS Certified Solutions Architect – Associate

Amazon Web Services Training and Certification New York City, NY