Created Amazon's standardized AWS regional-migration methodology, adopted by 1,100+ teams. Shipped an automated quota-sync tool that became an official AWS service. Ran HPC fleet operations across 3 AWS regions at 99.9% availability.
14 years driving complex, cross-functional technical programs across incident management, site reliability, and infrastructure automation. Standardized SLAs, metrics, and monitors across 2,000+ services, cutting customer-impacting issues 30% year over year.
Director of Operations for Sakura-Con, a 30,000+ attendee convention. Managing ~450 staff, AV, IT, logistics, and a multi-million dollar budget across dozens of vendor relationships.
Progressed from Support Engineer through Technical Program Manager to Sr. TPM and Systems Development Manager — owning incident management, site reliability, and infrastructure-automation programs across Amazon's global retail and cloud organizations.
Executive leadership of convention operations for one of the largest anime conventions in North America, held at the Washington State Convention Center in Seattle. Serving as a voting board member shaping organizational strategy and future direction.
Progressed from 24/7 operations-center engineer to Xbox Service Engineer supporting Xbox Live production services at Microsoft's Xbox division, serving as technical lead on major hardware and infrastructure incidents.
Managed daily maintenance of lab machines (WDS, ASI, batch scripting) and ~75% of VM hosts on Hyper-V / SCVMM, maintaining clean images for test efficiency.
Created and owned the organization's first Customer Experience & Success program end to end — one clear view of how well Amazon supported 900+ customer teams worldwide through a high monthly volume of major incidents. Defined the KPI framework: MTTR, ticket SLA by type, incident count, and a 9-point peak-readiness checklist.
Established the org's first customer-satisfaction baseline on a 10-point loyalty scale, stood up a detractor-outreach process, and built a self-service SSO dashboard preloading each leader's services and KPIs. Reported program health quarterly at Director level and built the case for a VP funding review.
Created Amazon's standardized regional-migration methodology — documentation, runbooks, and reusable tooling — adopted by 1,100+ teams as the best-practice standard. Launched a "migration boost" program, onboarding 15 contract engineers to automate key steps across 1,100+ services.
Identified a gap in quota synchronization across AWS services and built internal tooling that managed quota state at scale. It was productized and shipped as an official AWS service, expanding its reach to customers globally.
Drove incident-management best practices across 2,000+ Amazon Retail services — standardizing SLAs, metrics, monitors, and runbooks — and led design and incident reviews to surface risk before launch and after events.
Owned major sales-event coordination and incident programs for Amazon Retail, keeping high-availability sites running worldwide across ~9 peak events a year — Prime Day, Prime Big Deal Days, and Boxing Day.
Designed an internal AI agent that mines customer interviews, meeting notes, and KPI data to surface recurring themes and point investment toward the highest-impact customer needs — an early internal adoption of agentic AI tooling.
Built and refined the operational infrastructure delivering Sakura-Con — a 30,000+ attendee convention — including ~450 staff across departments, 14 hotel block-rate contracts, digital signage, and vendor-booth layouts.
Open to Senior or Principal TPM roles in incident management, site reliability, and infrastructure automation — as well as strategic partnerships in the convention and events space.