Case studies
Each project in the same format: context, problem, my role, constraints, decisions, trade-offs, outcome. Where a number doesn't exist, none is invented.
For the cloud-provider work I keep internal details private — what follows is the decisions and the reasoning, which is the part that transfers to anyone else's situation.
From the practice
Product decisions for cloud services at scale
Cloud Server, VPC, Storage, Migration: deciding what gets built, which defaults ship, and which promises the platform can keep. Hundreds of thousands of users.
Customer service design and support leadership
2020, the first pandemic year: leading the support operation of a global-scale cloud platform — service design, escalations, handovers, and runbooks for the people awake at 3 a.m.
Voice platforms, 2007–2018
Eleven years while the phone network became software: VoIP administration at Tel4Tel, then network engineering and leading the voice team at FCP.