DSP Product Support Manager

• Jan 2021 - Present

Gemini - Native/Search Mobile Advertising Senior Product Support Engineer

• Jun 2017 - Dec 2020

The team is responsible for supporting Oath's revenue-critical Gemini advertising platforms and products. The customers supported include Advertisers, Publishers, and internal Business teams. - Critically analyze operational metrics, monitoring systems and support escalations. - Respond to Production Support tickets from multiple domestic and international teams. - Investigate ad platform problems, serving, discrepancy issues, app install tracking, conversion tracking, campaign… Show more The team is responsible for supporting Oath's revenue-critical Gemini advertising platforms and products. The customers supported include Advertisers, Publishers, and internal Business teams. - Critically analyze operational metrics, monitoring systems and support escalations. - Respond to Production Support tickets from multiple domestic and international teams. - Investigate ad platform problems, serving, discrepancy issues, app install tracking, conversion tracking, campaign performance optimization, etc... - Prioritize issues and troubleshoot them independently while coordinating with Management, Business, Product and Engineering teams. - Ensure quality of service and quick resolution to all production problems across a variety of complex Yahoo! and third party technologies, applications, tools, products and services. - Provide expert support and product knowledge on our Search & Display Advertising products for Business/Sales organizations to bridge the technical gap between business and engineering. - Work closely with Customer Service, Sales and other Business teams on a variety of Advertiser, Partner or platform technical issues. - Work closely with Operations, Development, QA and Engineering teams to triage issues, make fixes, advocate problems and document technical run books, support white-papers and procedures. Relevant skills used on the job: Unix/Linux, SQL DB, PIG scripting/Hadoop file system (HDFS), HQL (Hive Query Language), Splunk, YAMAS (Yahoo proprietary monitoring tool), JIRA, Github repo for version control Additional Knowledge: Python, Perl, Eclipse IDE. Show less The team is responsible for supporting Oath's revenue-critical Gemini advertising platforms and products. The customers supported include Advertisers, Publishers, and internal Business teams. - Critically analyze operational metrics, monitoring systems and support escalations. - Respond to Production Support tickets from multiple domestic and international teams. - Investigate ad platform problems, serving, discrepancy issues, app install tracking, conversion tracking, campaign… Show more The team is responsible for supporting Oath's revenue-critical Gemini advertising platforms and products. The customers supported include Advertisers, Publishers, and internal Business teams. - Critically analyze operational metrics, monitoring systems and support escalations. - Respond to Production Support tickets from multiple domestic and international teams. - Investigate ad platform problems, serving, discrepancy issues, app install tracking, conversion tracking, campaign performance optimization, etc... - Prioritize issues and troubleshoot them independently while coordinating with Management, Business, Product and Engineering teams. - Ensure quality of service and quick resolution to all production problems across a variety of complex Yahoo! and third party technologies, applications, tools, products and services. - Provide expert support and product knowledge on our Search & Display Advertising products for Business/Sales organizations to bridge the technical gap between business and engineering. - Work closely with Customer Service, Sales and other Business teams on a variety of Advertiser, Partner or platform technical issues. - Work closely with Operations, Development, QA and Engineering teams to triage issues, make fixes, advocate problems and document technical run books, support white-papers and procedures. Relevant skills used on the job: Unix/Linux, SQL DB, PIG scripting/Hadoop file system (HDFS), HQL (Hive Query Language), Splunk, YAMAS (Yahoo proprietary monitoring tool), JIRA, Github repo for version control Additional Knowledge: Python, Perl, Eclipse IDE. Show less

Gemini - Mobile Native/Search Advertising Senior Product Support Engineer

• Apr 2014 - Jun 2017

The team is responsible for supporting Oath's revenue-critical Gemini advertising platforms and products. The customers supported include Advertisers, Publishers, and internal Business teams. - Critically analyze operational metrics, monitoring systems and support escalations. - Respond to Production Support tickets from multiple domestic and international teams. - Investigate ad platform problems, serving, discrepancy issues, app install tracking, conversion tracking, campaign… Show more The team is responsible for supporting Oath's revenue-critical Gemini advertising platforms and products. The customers supported include Advertisers, Publishers, and internal Business teams. - Critically analyze operational metrics, monitoring systems and support escalations. - Respond to Production Support tickets from multiple domestic and international teams. - Investigate ad platform problems, serving, discrepancy issues, app install tracking, conversion tracking, campaign performance optimization, etc... - Prioritize issues and troubleshoot them independently while coordinating with Management, Business, Product and Engineering teams. - Ensure quality of service and quick resolution to all production problems across a variety of complex Yahoo! and third party technologies, applications, tools, products and services. - Provide expert support and product knowledge on our Search & Display Advertising products for Business/Sales organizations to bridge the technical gap between business and engineering. - Work closely with Customer Service, Sales and other Business teams on a variety of Advertiser, Partner or platform technical issues. - Work closely with Operations, Development, QA and Engineering teams to triage issues, make fixes, advocate problems and document technical run books, support white-papers and procedures. Relevant skills used on the job: Unix/Linux, SQL DB, PIG scripting/Hadoop file system (HDFS), HQL (Hive Query Language), Splunk, YAMAS (Yahoo proprietary monitoring tool), JIRA, Github repo for version control Additional Knowledge: Python.

Display and APT Senior Product Support Engineer

• Jul 2012 - Mar 2014

As part of the PST within Yahoo! Service Engineering organization, I am responsible for supporting Yahoo!'s revenue-critical advertising platforms and products. The customers supported included, but not limited to: Advertisers, Publishers, and internal Business teams. I am the Subject Matter Expert (SME) for the ad serving core component for display advertising. ● Respond to Production Support tickets from multiple domestic and international teams. ● Prioritize issues and troubleshoot… Show more As part of the PST within Yahoo! Service Engineering organization, I am responsible for supporting Yahoo!'s revenue-critical advertising platforms and products. The customers supported included, but not limited to: Advertisers, Publishers, and internal Business teams. I am the Subject Matter Expert (SME) for the ad serving core component for display advertising. ● Respond to Production Support tickets from multiple domestic and international teams. ● Prioritize issues and troubleshoot them independently while coordinating with Management, Business, Product and Engineering teams. ● Ensure quality of service and quick resolution to all production problems across a variety of complex Yahoo! and third party technologies, applications, tools, products and services. ● Provide expert support and product knowledge on Display Advertising products and platforms. ● Work closely with Customer Service, Sales and other Business teams on a variety of Advertiser, Partner or platform technical issues. ● Work closely with Operations, Development, QA and Engineering teams to triage issues, make fixes, advocate problems and document technical run books, support whitepapers and procedures.

Network Operations Center Assistant Manager

• Mar 2010 - Jul 2012

Part of the Yahoo! Operations Center global leadership team that develops and executes strategic planning to drive the business to meet/exceed company objectives. ● Provide insight and guidance for future department direction and growth. ● Manage various projects/tasks to execute department road-map. ● Point of contact to drive tools/system enhancement requests. ● Support the engineering staff to ensure proper resources in place to successfully carry out standard operating… Show more Part of the Yahoo! Operations Center global leadership team that develops and executes strategic planning to drive the business to meet/exceed company objectives. ● Provide insight and guidance for future department direction and growth. ● Manage various projects/tasks to execute department road-map. ● Point of contact to drive tools/system enhancement requests. ● Support the engineering staff to ensure proper resources in place to successfully carry out standard operating procedures (SOP). ● Act as a technical escalation point to provide guidance and directions in challenging situations. ● Engineer, implement, maintain and renovate processes to ensure fast and consistent executions. ● Coordinate with Partner and Public Relation teams in big public facing events.

Network Operations Center Supervisor

• Apr 2008 - Mar 2010

Similar to the Assistant Manager position.

Network Operation Center Lead

• Nov 2007 - Apr 2008

Part of the Yahoo! Operations Center global leadership team that develops and executes strategic planning to drive the business to monitor Yahoo global network. ● Support the engineering staff to ensure proper resources in place to successfully carry out standard operating procedures (SOP). ● Act as a technical escalation point to provide guidance and directions in challenging situations. ● Engineer, implement, maintain and renovate processes to ensure fast and consistent executions.

Network Operations Center Tier 2 Support Engineer

• Aug 2007 - Nov 2007

Acted as the first line of defense to monitor and maintain the site up for yahoo.com and its subsidiaries. This system support position involves the troubleshooting skills that required basic/intermediate Unix and Networking knowledge. ● Monitor and mitigate both systems and network performance. ● Identify and triage outages. Initiate escalations and engage cross-functional teams to drive the resolution and minimize the down time. ● Handle communication in status update and management… Show more Acted as the first line of defense to monitor and maintain the site up for yahoo.com and its subsidiaries. This system support position involves the troubleshooting skills that required basic/intermediate Unix and Networking knowledge. ● Monitor and mitigate both systems and network performance. ● Identify and triage outages. Initiate escalations and engage cross-functional teams to drive the resolution and minimize the down time. ● Handle communication in status update and management escalations. ● Act as the central point-of-contact to handle operational requests from partners.

Network Operations Center Tier 1 Support / Monitoring Engineer

• Jun 2006 - Aug 2007

Similar to the YNOC Tier2 position.