Hi, I’m
Andrew Hayes
DevOps And Infrastructure Director
Milton,Georgia
Summary
Industrious and dependable DevOps Director with over 13 years of experience in the SaaS industry. Accomplished in building high-performing teams. Experienced in developing, testing, deploying, monitoring, and maintaining software. Skilled collaborator and strategic planner.
Overview
13
years of professional experience
5
years of post-secondary education
1
Certification
Work History
LivePerson Inc.Remote
Director, DevOps - Multi-Cloud and Observability
02.2020 - Current
Job overview
- Lead 5 different SRE, Platform Engineering, and Cloud Operations teams with a global staffing footprint.
- Lead a team of outsourced Cloud Engineers assisting Development teams with migrating their workloads to GCP
- Managed a team of DevOps Engineers, delivering self-service automation tooling to the greater LivePerson organization.
- Helped form a FinOps practice in LivePerson, finding over $1M of savings in FY 22.
- Formed a Cloud Architecture Review Board, bringing architects and key decision makers together to assess, evaluate, and approve key decisions ensuring alignment to business and IT strategy, and removing redundant initiatives.
- Lead a Cloud Center of Excellence, building a cross-functional team to develop and manage the strategy, governance, and best practices that the rest of the organization can leverage to move to the public cloud.
- Lead an infrastructure-as-code project in AWS and GCP leveraging Terraform.
- Lead a project to create a self-service Terraform CI/CD pipeline for SDE teams.
- Lead a project to migrate EC2 instance based Kubernetes workloads to a cost-effective, cloud native approach using EKS and Spot Instances managed by Spot.io, reducing AWS Kubernetes costs by 60%.
- Managed legacy LP Automotive DevOps initiatives such as CI/CD leveraging Jenkins, Puppet, and other tools.
- Managed legacy LP Automotive infrastructure on AWS, consistently achieving >99.99% up-time.
LivePerson Automotive, LLCAlpharetta, GA
Director Of Production
10.2016 - 01.2020
Job overview
- Served as head of function for both the LP Auto Production and Support teams.
- Managed a DevOps initiatives such as implementing CI with R&D, by leveraging Jenkins, Puppet, and other tools.
- Lead a team of DevOps Engineers, System Administrators, DBAs, Tier 1 and 2 Support, and Support Managers.
- Set annual strategy and MBOs for Production and Support.
- Managed the LP Auto Product House OpEx budgets.
- Implemented an Infrastructure as Code initiative, leveraging AWS, Terraform, and Atlantis.
- Instituted a Staging environment with production-like databases.
- Recruited and trained new Production team members.
- Lead projects to bring containerization to LP Auto leveraging Kubernetes and Docker.
- Architected and developed Puppet automation scripts for server configuration and application deployment in both Windows and Linux environments.
- Oversaw the reorganization of the Support team and created and trained a Tier 2 Support team.
- Maintained various SLAs for service uptime and support ticket resolution.
- Implemented processes and redundancy to bring uptime and support SLAs to all-time highs.
- Worked with the Director of Product Management and Legal to implement General Data Protection Regulation compliance.
- Worked with Security and Legal to implement ISO 27001 compliance.
- Handled all security, infrastructure, and service availability questions in RFQ and RFP processes.
- Worked with Operations to automate away costly manual processes.
Contact At Once, A LivePerson CompanyAlpharetta, GA
Technical Operations Manager
01.2015 - 10.2016
Job overview
- Recruited and trained new Technical Operations employees.
- Architected CAO's production migration away from on premise and co-location to Amazon Web Services to build a global production infrastructure spanning across 3 geographic regions.
- Lead the process of migrating Chef scripts to Puppet.
- Developed Puppet scripts for server build and deployment automation in both Windows and Linux environments.
- Implemented and enforced change management procedures.
- Implemented server hardening procedures.
- Maintained service availability SLAs.
Contact At Once LLCAlpharetta, GA
Software Developer
12.2013 - 01.2015
Job overview
- Worked on the core application which includes performance critical chat and chat icon serving architecture in C#, ASP.NET, JavaScript, and CSS.
- Developed the framework for version 1 of CAO's Embedded Chat product using JavaScript, AJAX, C#, and ASP.NET.
- Developed the configurable name prompt functionality for chats.
- Developed CAO's new data access layer using EF 6.0 and C#.
- Developed and maintained the social media toolbar using C#, ASP.NET, JavaScript, and CSS.
- Developed company REST web services using ASP.NET Web API.
- Maintained the company's mobile consumer client.
- Developed the company's transcript sender, which now handles all emailed Contact At Once transcripts.
- Developed the framework for responsive drop-ins and icons.
Contact At Once LLCAlpharetta, GA
Sr. Technical Operations Specialist
11.2009 - 12.2013
Job overview
- Developed reliable website and application code in C#/ASP.NET 3.5 & 4.0, JavaScript, VBScript, AJAX, JQuery, JSON, XML, and ASP.
- Developed server and deployment automation using PowerShell and Ruby with Chef Server.
- Trained new Technical Operations employees.
- Implemented CAO's cloud computing initiatives leveraging AWS as our vendor of choice.
- Introduced new product features to the company including click-path tracking, customer geo-location, social media toolbar, and Facebook integration.
- Developed an array of programs and scripts to monitor and maintain all company servers.
- Compiled daily reports on company's IT infrastructure health.
Education
Auburn UniversityAuburn, AL
Bachelor of Engineering from Computer Engineering
08.2004 - 08.2009
Skills
Team LeadershipAWS
Cloud Migrations
GCP
Site Reliability Engineering
Service Availability
Process AutomationBusiness Continuity PlanningChange ManagementSaaS
Continuous Integration and Continuous Delivery
DevOps
WindowsLinuxNetworking
Database Administration
Certification
AWS Certified Solutions Architect - Associate
Accomplishments
2016 Outstanding Employee Award: Behind the Scenes Award
LivePerson, Inc.
One of five individual awards given yearly in a company of 1,100+. The Behind the Scenes Award description specifically reads: "This award recognizes an employee who contributes solid and consistent devotion to their role with the majority of their efforts taking place behind the scenes."
Software
C#
Terraform (HCL)
Puppet
Ansible
JavaScript
CSS
T-SQL
HTML
Timeline
Director, DevOps - Multi-Cloud and Observability
LivePerson Inc.
02.2020 - Current
Director Of Production
LivePerson Automotive, LLC
10.2016 - 01.2020
Technical Operations Manager
Contact At Once, A LivePerson Company
01.2015 - 10.2016
Software Developer
Contact At Once LLC
12.2013 - 01.2015
Sr. Technical Operations Specialist
Contact At Once LLC
11.2009 - 12.2013
Auburn University
Bachelor of Engineering from Computer Engineering
08.2004 - 08.2009