12+ years building and running support operations. Started as a first-line NOC engineer. Worked up to managing 24/7 global teams of 18 to 24 engineers. Never fully left the floor. That's intentional.
I run support operations. I have done it in CDN and SaaS environments, across 24/7 global operations, through mergers and platform consolidations. I know what breaks, why it breaks, and how to build systems that catch it faster next time.
My management style is player-coach. I stay close to the work because it makes me a better manager. I know what my engineers are dealing with, and that matters when you're making decisions about headcount, tooling, or escalation workflows.
I have built teams from scratch and inherited teams in bad shape. Both require the same things: clear expectations, real accountability, and a manager who shows up. I try to be that manager.
Currently consulting for an early-stage AI startup called NoQis. Building their support ops infrastructure from the ground up. Doing the job search in parallel.
Early-stage AI startup. No existing ops infrastructure. Building everything from scratch.
Ran day-to-day operations of a Tier 1 Technical Support team of 18 to 24 engineers across three shifts. 24/7/365 global coverage with team members in the US, EU, and Asia. The title was Assistant Manager. The operational leadership of the floor sat with me.
Led 24/7 floor operations for a team of 7 to 10 NOC engineers across CDN and SaaS platforms. Primary escalation point for complex technical issues.
Promoted to team lead following the Edgecast acquisition. Oversaw 7 to 10 NOC engineers while staying hands-on with technical support, escalations, and incident management.
First-line support in a 24/7 global NOC environment. Handled customer calls and tickets. Troubleshot CDN and network issues. Monitored global server networks for stability and DDoS activity.
Led all high-priority incidents with executive-level authority. Built the QA frameworks, support playbooks, and escalation runbooks that became the operational foundation for the support organization.
This is not a side interest. I have been applying AI to support workflows in production environments. At Edgio, I introduced LLM-based tooling for log summarization, RCA drafting, and internal documentation. This was a game changer. It reduced MTTR and improved documentation accuracy.
At NoQis, I am designing AI-assisted logging and monitoring pipelines from scratch. Surfacing anomalies, accelerating root cause analysis, reducing cognitive load on a lean team. This is where the work is going. I want to be in it.
Currently consulting part-time and looking for the right full-time role. If you're building a support team or need someone to fix one, I'm interested in the conversation.