Thirty-plus years across IT infrastructure, enterprise tier-3 support and custom tooling - now at Atlassian, keeping Loom running and automating the work around it.
Scroll
30+years across IT infrastructure, enterprise support and tooling
100%of Escalation Engineering uses five of the tools I built
90%+faster SQL runtimes - domain-wide extraction from hours to ten minutes
01About
I'm a senior support engineer who lives where deep troubleshooting meets engineering. For over three decades I've worked across the full stack of IT - from administering multi-domain Windows/macOS/Unix networks and virtualization clusters, to resolving enterprise tier-3 escalations for global accounts.
Today at Atlassian (Loom) I pair hands-on incident work with automation and AI, then turn the repeatable parts into things the whole team runs.
AI-assisted investigationAgentic workflows in Rovo, plus Claude, Codex and Grok for log analysis, code reading and root-cause work - packaged as reusable team skills.
Python & SQL automationFive tools the whole escalation engineering team uses, led by a database connection tool, and a SQL workflow that cut domain-wide data extraction from hours to ten minutes.
Internal toolingA toolbox for the support team: an HLS downloader / transcoder, FFmpeg MP4 generator, bulk download and delete tools, an AWS uploader, a video trimmer, CSV Chrome extensions and local Whisper / Parakeet transcription. Plus an open-source Clipboard Manager for macOS. See all tools
Knowledge sharingBiweekly technical brownbags on AI-driven diagnostics.
“The best tools are the ones your team stops noticing — they just work, every day.”
02Career
Atlassian — CSS / Loom Support
Dec 2023 – Present
Senior Support Engineer
AI-assisted root-cause analysis with Rovo, Claude and Codex; build reusable agentic skills adopted team-wide.
Built the DB Connection Tool plus four more tools (HLS transcoder, FFmpeg/MP4 generator, bulk download/delete, video trimmer) used by 100% of Escalation Engineering; SQL workflow reduced query runtimes >90%.
Built team Chrome extensions and local video recovery and Whisper/Parakeet transcription tools that kept support running through platform transitions.
Automated recurring support workflows, removing manual triage steps.
Recovered business-critical video assets for Enterprise customers.
Loom (acquired by Atlassian)
Nov 2020 – Dec 2023
Senior Technical Support Engineer II → Sr. TSE → TSE, Enterprise
Azure AD / Entra IDOktaSSO / SAMLSCIMActive Directory
Systems & Platforms
Windows ServermacOSLinux/UnixVMwareHyper-VJiraConfluence
Education: BS Computer Science - State Engineering University · Continuous learning: Azure Administration, PostgreSQL, M365 Administration, PowerShell
04Tools I Built
Small, sharp utilities I created, mostly for the escalation and support teams. Each one exists to remove a manual step, a risky console click or a long wait.
Python
Database Connection Tool
Streamlines authentication and temporary credentials for secure, one-step access to multiple databases and ports.
Used by 100% of Escalation Engineering
Electron
HLS Downloader & Transcoder
Desktop app that fetches playback URLs, downloads the media and transcodes it to MP4 locally.
Used by 100% of Escalation Engineering
FFmpeg
FFmpeg Converter & MP4 Generator
Combines separate audio and video into MP4, with raw and transcoded file downloads and upload back to AWS.
Trim videos locally and upload them back to the server, with no heavy editor needed.
Used by 100% of Escalation Engineering
Swift · macOS
Clipboard Manager
Local-first clipboard history for text, links, images and files, with pinning, snippets, on-device OCR and text transforms (JSON format, Base64, URL encode) before pasting.
Also wrote the guides: setting up a local PostgreSQL database for safe query testing · read-only database access · installing the local transcription tool.
05Sudo Relax
Travel
Collecting miles, museums and mountain trails - ideally all in one trip.
Coffee
The quiet engine behind every good log dive. Pursuing the perfect pour-over.
Building Apps
Pet projects, browser extensions and small tools that scratch personal itches.
Magic (a hobby)
I perform card magic and build apps and custom effects for magicians and close-up illusions. (And yes, software debugging skills map surprisingly well to magic mechanics!).
06Get in Touch
The fastest way to reach me is email - or find me on any of these.