Adobe

Role overview

From 2015–2019, I managed 12 concurrent enterprise Adobe Experience Manager customers as their designated technical operations advisor, helping launch several multimillion-dollar programs for Fortune 500 organizations across retail, cruise and leisure, news media, airlines, telecommunications, and technology while serving as Adobe's customer-facing subject-matter expert.

What I led and delivered

• From 2019–2022, I continued customer-facing work as a Customer Success Engineer for Adobe Campaign, contributed to Adobe's first billion-email marketing send, and handled a major airline's zero-downtime Campaign migration while partnering with AWS to pioneer new database-migration techniques.
• I led operational readiness for multiple Fortune 500 go-lives on distributed systems with four-nines availability requirements, worked with Adobe's internally built Kubernetes platform, and presented SRE performance and priorities in QBRs.
• I led incident management for Fortune 500 customers during outages, critical situations, and zero-day vulnerability response by running war rooms, coordinating diagnosis and recovery, updating stakeholders, documenting fixes, and producing RCAs. Incident learnings resulted in additional monitoring, early-warning detection, and product code changes.
• I led enterprise data-center-to-AWS migrations and AEM upgrades across 60+ environments using zero-downtime delivery practices.
• As a security champion for Adobe Connect, I contributed to SOC 2 readiness.

Scale and scope

• I built, onboarded, and trained a 10-member SRE team, participated in candidate interviews, and owned team development and retention through individual 30/60/90-day workload plans that supported capacity-aware planning, prioritization, and tradeoffs.
• Operated 60+ Adobe Experience Manager environments.
• Governed $22M+ in annual AWS/GCP spend as part of broader Adobe operating scope.

Selected results and evidence