Global Program Manager | AWS Cloud Architect | Engineering Manager | Technical Project Management
Colorado • 100 % Remote
Email: resume-bucket@pm.me
| Phone: [719-229-8579]
Professional Summary
Professional with twelve years of experience at Performance Technology Partners, subcontracted to AppleCare, supporting and evolving large-scale IVR platforms.
Led the transition from on-premises infrastructure to AWS cloud environments over the past seven years, driving global migrations across AMR, EMEA, and JPAC. Bridged program governance and deep technical execution, combining architectural leadership with hands-on delivery.
Directed the design and build-out of a resilient, highly redundant, and highly available IVR platform spanning more than forty AWS accounts. Managed and led multiple teams in varied configurations, including development, DevOps, analytics, and machine learning, supporting IVR systems that handle millions of calls annually.
Professional Experience
Performance Technology Partners (PTP) — Contracted to Apple
Global Program Manager | 2018 – Present
Senior Engineer | 2013 – 2017
Scope & Scale
- Oversees cloud infrastructure for six regional IVR platforms (AMR, EMEA, JPAC) across 40 plus AWS accounts.
- Each region maintains full DR and load-sharing capability capable of absorbing global traffic.
- Leads cross-disciplinary teams (DevOps, ML, QA, and IVR development) of 5 – 15 direct reports and a global matrix of 50 + contributors.
Leadership & Delivery
- Designed and implemented the cloud migration strategy for Apple’s enterprise IVR systems.
- Established blue-green deployment model allowing live testing and zero-downtime cutovers.
- Created standardized Infrastructure-as-Code (CloudFormation + Bash) templates used across environments.
- Enforced security and compliance requirements (PII, PCI) through process and policy checks.
- Led GDPR IVR compliance effort.
- Defined monitoring architecture using CloudWatch, SNS/SQS, and custom metrics for fault detection and alerting.
- Drove configuration-database process re-design — converted chaotic manual releases into predictable, auditable flows.
- Coordinated follow-the-sun team operations, conducting daily hand-offs between U.S., EMEA, and JPAC teams.
- Delivered presentations to Apple AI/ML leadership evaluating internal ML platforms and use-case integration.
- Mentored engineering staff on cloud best practices, automation patterns, and secure data design.
Earlier Responsibilities (2013 – 2017)
- Supported on-prem Genesys IVR systems and initiated early PoCs for cloud migration.
- Engineered CI/CD processes and automation frameworks still in use today.
- Performed network-level telephony debugging and cross-system integration testing.
- Mentored junior engineers and established coding standards and version control practices.
Key Achievements
- 70 % reduction in release lead time through automation and orchestrated blue-green deployments.
- Zero downtime cutovers with validated multi-region failover and global load balancing.
- Defined repeatable configuration database process, improving deployment consistency and audit compliance.
- Bridged technical and program disciplines, ensuring accurate planning and realistic delivery commitments.
Technical Skills
Cloud & Infrastructure:.
AWS (EC2, S3, ASG, Lambda, DynamoDB, Aurora Global DB, RDS, EFS, Step Functions, EventBridge, CloudFormation), IAM, VPC, Route 53, SNS/SQS
Language History:.
Python, Bash, Go, Java, Ruby, C++.
DevOps & Automation:.
Infrastructure as Code, CI/CD Orchestration, CloudWatch Monitoring.
Machine Learning & Data:.
LLM prompting, MLOps coordination, provided ML and Python training to JAPAC staff.
Telephony & IVR:.
Genesys (on-prem & cloud), REST integrations, network-level debugging.
Leadership:.
Cross-region management, performance reviews, hiring, mentoring, process governance.
Education & Certifications
- B.S. Computer Science — Colorado Technical University
- AWS Certified Cloud Practitioner (CCP)
- Preparing for AWS Machine Learning – Specialty
Personal Interests
Published fiction writer • Martial artist • Beekeeper & meadmaker