Replicant

Software Engineer II

June 2024 - Present

In my current role at Replicant, I'm a software engineer under our Delivery organization. I and my team work directly with our enterprise clients to improve their contact center operations by developing and maintaining their AI Agents (AiAs). In a typical day, we'll design and implement solutions based on customers' enhancement requests, and ensure the stability of live AiAs by addressing bugs. The AiAs are built using Typescript, powered by LLMs, and typically integrate various third-party APIs. Outside of that, I work to inform and improve Replicant’s support, maintenance, managed services processes, and operational procedures. Overall, I work cross-functionally with various other teams (e.g. engineering, operations, and customer success) to provide a solid experience for our customers.

Shopify

Developer

May 2022 - May 2023

At Shopify, I was a member of the Professional Services Engineering team where I was tasked with developing features and customized solutions for enterprise Shopify merchants. The projects I contributed to include adding support for new payment method options at checkout, automating a merchant’s onboarding workflows using Shopify’s internal APIs, and migrating a customer’s shop from Liquid to Shopify’s new Hydrogen framework. I Informed project decisions from prototype to release, authored technical documentation, managed groups of stakeholders, provided time estimates, scoped tasks, and created product demos. I also participated in voluntary on-call rotations to monitor and ensure the stability of Shopify’s core deploy pipeline.

Duo Security

Technical Support Engineer II

Aug. 2019 – July 2021

At Duo, I provided technical support for the full suite of Duo Security's SaaS products. I also authored technical documentation based on the feedback that I collected from customers, and wrote how-to and other informational guides based on the technologies associated with Duo's product offerings. Those technologies included principal network technologies, VPN configuration and management, RADIUS/LDAP/SAML protocols, and Linux and Windows system administration. I frequently collaborated with Duo's engineering and product teams to resolve bugs, test applications, provide customer outreach, and capture feedback from customers. Lastly, I mentored new engineers by assisting them during their onboarding process, answering questions, and providing feedback.

University of Michigan ITS

Software Life Cycle Analyst

Nov. 2016 – Jun. 2018

As a member of the Software Services team, I worked to fulfill the software needs of multiple departments within the University of Michigan. Our services included providing a volume-licensed software catalog, purchasing and distributing software licenses, interacting with groups to determine their specific software needs, managing licenses through the Software Asset Management (SAM) tool KeyServer, providing break/fix support for IT technicians throughout the university, and providing terms and condition reviews for our clients. My team’s core goal was to understand the needs of our clients and provide them with a service that suited their objectives. I was brought on to the team to be our main point of contact. In this role, I gained valuable experience with interacting with our customer base and collaborating with my team to provide exemplary service.

University of Michigan - College of Pharmacy

Neighborhood IT

Nov. 2014 – Aug. 2016

Here I was tasked with providing desktop support for all staff, faculty, and students at University of Michigan’s College of Pharmacy (CoP). This included hardware and software support, providing training for faculty and staff using CoP computing resources (including Outlook, network storage, and conferencing devices), on-call classroom support, purchasing of IT equipment, lab instrument configuration, and mobile device support. Being a piece of this highly collaborative group showed me how important building and maintaining an effective support network is, especially in this field. In this role, I learned the value of teamwork and working with others to become more efficient and provide quality service.