Kimberly Lowe-Williams

• Took ownership of Infrastructure/SRE department-wide projects,
  presenting regular updates to senior leadership on progress and status.
• Develop and own strategy for Blameless' incident response and
  management, achieving MTTA in under 5 minutes
• Improved Uptime by 80%
• Establishing reliability metrics and reputation
• Managed staff through 45% reduction in force
• Designed and monitored project schedules and assignments
• Partners closely with executive leadership, engineering, and ops teams to drive large programs and transform workflows and metrics related to reliability and incident ops

• Managed budgets for engineering tasks, tailoring financial limitations to business goals and optimizing return on investment (ROI) for completed deliverables.
• Represented company within client industry organizations and at industry events.
• Built strong teams through selective recruitment and post-hire mentorship of junior engineers.
• Adhered to overall company business goals.
• Managed resource allocation and utilization for entire Cloud Engineering department.
• Took ownership of assigned department-wide projects, presenting regular updates to senior leadership on progress and status.
• Designed and monitored project schedules and project manager assignments.
• Reduced company expenditures and loss by 5% by implementing proactive maintenance procedures.
• Attended weekly department head meetings to share information and voice concerns.

• Heroku Business Unit
• Defined engineering problems, collected data, established facts and drew conclusions to solve cross functional engineering issues within a highly distributed and complex infrastructure.
• Controlled engineering activities to maintain work standards, adhere to timelines and meet quality assurance targets.
• Evaluated existing procedures and made proactive adjustments to meet changing demands.
• Fostered positive and performance-oriented environment by implementing successful reward systems.
• Gathered requirements for ongoing projects and organized details for management use.
• Trained and developed team of qualified and motivated employees and managed resources.
• Led site reliability engineering team as well as incident management team.

• Supported staff development, promoting personal achievement and retention as best strategy for long-term organizational health.
• Identified productivity bottlenecks and devised innovative solutions while remaining conservative with resources.
• Oversaw product design and roadmap and coordinated all aspects of development and rollout.
• Worked collaboratively with developers, senior-level stakeholders and partners to collect data on deficiencies and provide solutions to long-standing issues.
• Translated information highly technical in nature to investors and senior staff and aligned product strategy with market.
• Designed and coordinated processes applicable to numerous projects for design efficiency and continuity.
• Communicated product value, quality and style to educate and entice potential customers.

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Helped streamline repair processes and update procedures for support action consistency.
• Performed root cause analysis and general troubleshooting.
• Collaborated with outside departments to implement system-wide improvements.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Developed and tested new product offerings prior to release to assist development team in bug identification.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Began career with this company as a help desk coordinator to dispatch work
orders to internal staff members and partners. Promoted within first year to dedicated client liaison and team lead

• Recognized Customer Advocate
• Quickly mastered help desk technologies
• Active Directory, Microsoft Exchange, PC Troubleshooting, Kronos Support/Administration
• Directed staff of 5 members at enterprise help desk