Responsibilities:

• Test Automation & CI/CD Validation — Built and maintained test automation for SCA, IaC, and SAST scanning validation across multiple CI/CD platforms (GitHub Actions, GitLab CI, Jenkins, Bitbucket Pipelines), catching regressions before reaching customers.
• Engineering Contributions — Submitted a code fix enabling feature parity between self-hosted GitLab instances and GitLab.com; also contributed test suites and coverage improvements to existing production products.
• Bug Reproduction & Triage — Authored reproducible bug reports with environment context and supporting evidence, enabling faster engineering resolution.
• AI-Accelerated Workflows — Incorporated Claude (internally hosted LLM) and OpenCode (powered by NVIDIA NIM API) into test development workflows to speed up scaffolding and reduce repetitive boilerplate.
• QA Prioritization — Worked with Engineering and Product Management to identify products and features needing automated test coverage, targeting both existing functionality and upcoming releases.

Responsibilities:

• Lacework was acquired by Fortinet in late 2024. Continued as a Technical Support Engineer on the FortiCNAPP platform.
• Case Management — Maintained a backlog of 30–50 active customer cases, triaging by severity and business impact to meet SLA targets across enterprise accounts.
• On-Call Incident Response — Acted as primary escalation point during 26+ on-call rotations, triaging SEV-1 and SEV-2 incidents and coordinating resolution across Engineering and Customer Success teams.
• Knowledge Base Development — Identified common drivers of high ticket volume and created 14+ customer-facing KB articles enabling self-service resolution, alongside numerous internal onboarding documents and troubleshooting runbooks.
• Customer Troubleshooting & Enablement — Led live technical sessions with customers to diagnose integration issues, demonstrate correct product behavior, collect diagnostic logs during collaborative reproduction, and apply fixes on the spot when possible.
• Infrastructure as Code — Built and maintained Terraform modules for demo and troubleshooting environments including EC2 instances, Lambda functions, Route53 DNS, and self-managed GitLab instances, enabling reproducible customer scenario testing.
• Cost Optimization — Identified and implemented infrastructure right-sizing and resource cleanup processes that reduced monthly cloud spend by $65k/mo.
• Ongoing Mentoring — Mentored 3 engineers on product troubleshooting, escalation workflows, and later AI-assisted debugging methods to improve team velocity.
• False Positive Triage — Evaluated reported false positives in security scanning by analyzing CVEs and vulnerability data, determining validity, and forwarding actionable findings to engineering.

Responsibilities:

• Served as in-house AWS subject matter expert, documenting common issues and guiding team members through complex cloud infrastructure problems.
• Collaborated with senior management on escalated customer issues, driving resolution while mentoring junior team members through knowledge sharing.
• Used New Relic APM to proactively surface performance bottlenecks, slow queries, and error trends in customer WordPress applications.
• High-Stakes Server Monitoring — Provided real-time monitoring for enterprise customers during critical events, scaling server resources on the fly and resolving emergent issues to prevent customer-facing downtime.

Responsibilities:

• Performed remote server management via SSH for troubleshooting, log analysis, and configuration changes across customer WordPress environments.
• Troubleshot DNS propagation, SSL certificate installation and renewal, and domain mapping configurations for customer WordPress sites.
• Performed WordPress site migrations including file transfer, database imports, DNS updates, domain mapping, and SSL configuration.

Responsibilities:

• Data Entry & Inventory Management - Entered data into computer database and maintained accurate records of repair parts.
• Subject Matter Expertise & Training - Recognized a need for expertise in integrating hands-free radios in John Deere tractors and successfully led project teams.
• Technical Troubleshooting & Repair - Utilized hand tools to diagnose and repair communications equipment, including PCs, laptops, servers, networking devices, and radios.
• Leadership & Process Improvement - Led team of six in maintaining documentation and transforming a failing department into a streamlined operation with 80% reduced manpower needs.