From support to technology leadership

2009–present

I’ve designed infrastructure for customer-facing services and led incident response. Alongside the hands-on work, I built technical teams and developed leaders to take responsibility for their own areas.

How the work grew

2009
I started in customer support, where I built servers, configured services, and solved customer problems.
Early growth
I built and led technical operations alongside the support team as the work expanded.
2020
The cloud service moved from beta to its production launch. I oversaw its infrastructure and directed capacity expansion as demand grew.
2024
After years of department and cross-team leadership, I became VP of IT Operations.
Today
I lead operations, including an AI Platform team that builds tools for colleagues across the company.

Technical and business experience

The examples below include workplace responsibilities and personal projects. Links lead to fuller accounts of the work.

Technical work

Applied AI and agent workflows: I created an internal AI toolkit and built the first version of a Model Context Protocol (MCP) integration. My personal work includes model-routing workflows with independent review. Examples: AI tools and integrations
Infrastructure architecture and operations: I’ve designed infrastructure for customer-facing services and guided teams through implementation. My experience includes Linux, networking and virtualization across cloud and data-center environments. In personal projects, I operate Proxmox and Docker hosting with storage, backups and service monitoring. Examples: Product launches and ongoing operations · Personal projects
Document ingestion and search: In personal projects, I build tools for document ingestion and search, including optical character recognition (OCR), embeddings, and keyword and vector retrieval. I use PostgreSQL for application data and SQLite for service records and collected reports. Examples: AI tools and integrations
Product operations and release coordination: I oversee infrastructure and product operations for a cloud service and self-hosted VPN software. The work includes capacity planning and release coordination, with colleagues across the company involved in billing and distribution changes. Examples: Product launches and ongoing operations
Incident response and recovery: Restoring service can introduce new risks. I lead the response and work through recovery decisions with engineers, then make sure corrective work has an owner. How I run an incident

Business and leadership

Organization design and team leadership: I make staffing decisions and set priorities as the organization grows. Team leaders own delivery in their areas; I resolve decisions that cross team boundaries. Examples: Building an operations organization
Budgets and vendor decisions: My responsibilities include budgets and resource allocation. I negotiate with vendors and review contracts, weighing operating costs against support needs and the work of changing systems. How I approach supplier and business decisions
Customer experience and investment priorities: I assess proposed changes from the customer’s point of view and use that perspective when deciding where to invest. How customer experience shapes my decisions
Business intelligence and reporting: I previously had responsibility for business intelligence, analytics and company-wide metrics governance.
Company systems and program oversight: My oversight includes identity and access management, employee-device controls, and security and compliance programs.