DAVID SPELL

Transitioned into development to understand engineering workflows and improve cross-team collaboration between support and product teams.

• Developed React/Redux/TypeScript analysis tools used by 50+ global support engineers, eliminating repetitive investigation steps and accelerating root cause analysis.
• Applied JSON parsing, regex extraction, and API integrations to automate enrichment for tens of thousands of daily security events across enterprise SIEM deployments.
• Strengthened alignment between support and engineering by translating recurring customer-impact patterns into actionable engineering priorities.

Led global outage response and served as final escalation point for customer-impacting failures across distributed security platforms.

• Investigated customer-impacting failures across distributed SIEM environments ingesting 5-200K EPS—including authentication breaks, event processing gaps, and multi-node coordination issues.
• Built Salesforce and Slack automations that reduced emergency response time from days to minutes for ~150-300 urgent cases per month.
• Designed a PostgreSQL + Grafana analytics platform that exposed operational bottlenecks across global support workflows, earning 440 RSUs for measurable impact.
• Mentored 30+ L2 engineers on structured troubleshooting, clear communication, and customer-focused incident response, improving escalation quality and reducing rework.
• Accelerated defect resolution by coordinating engineering validation, testing, and post-release analysis across dozens of high-impact issues each year.

Handled complex authentication, API, and ingestion failures across distributed SIEM environments, escalating systemic defects to engineering.

• Performed forensic log analysis across hundreds of customer environments, determining scope, root cause, and remediation for high-impact incidents.
• Identified complex failure patterns—credential validation breaks, event processing bottlenecks, correlation misconfigurations—affecting thousands of daily events in multi-tenant SIEM environments.
• Improved troubleshooting consistency by documenting recurring defect patterns across multi-tenant SIEM environments, reducing investigation time for L2 engineers.
• Delivered secure, high-quality support across enterprise and federal air-gapped environments, ensuring rapid issue resolution under strict access controls.
• Surfaced recurring patterns across high-volume customer cases that contributed to critical defect fixes, including QRadar IJ31239.

Managed SIEM environments for multiple clients, ensuring stable ingestion, authentication, and system health.

• Onboarded and tuned 1000+ log sources across multiple managed-service clients, improving detection accuracy and audit visibility.
• Automated monitoring and ingestion tasks across multi-tenant SIEM deployments, reducing manual workload by 50-90% and improving response consistency.
• Increased SIEM uptime by partnering with SOC teams to resolve ingestion failures and stabilize mission-critical environments.
• Recruited by L2 support for proactive problem-solving on high-complexity customer cases, strengthening cross-team escalation handling.

Owned backend infrastructure and endpoint management for 2000+ devices across multiple sites.

• Managed Active Directory, Group Policy, WSUS, and configuration changes across 2000+ endpoints spanning multiple campus sites.
• Replaced manual imaging with automated SCCM deployments, reducing deployment time from one week to overnight for 2000+ devices.
• Implemented Citrix VDI pilot and production environments supporting hundreds of faculty and staff, enabling P2V migration and improved user mobility.
• Reduced repetitive troubleshooting across 2000+ endpoints by building internal automation tools that improved technician efficiency.

Customer-facing technical support and on-site troubleshooting across residential and small-business environments.

• Handled 50-70 support calls per day for dial-up and broadband customers, explaining technical issues in clear, accessible language to non-technical users.
• Performed hundreds of on-site repairs annually, covering PC hardware, networking, and small-business installations in unpredictable field environments.
• Restored service quickly in high-pressure field environments by applying calm, structured troubleshooting that built customer trust.
• Developed foundational skills in customer communication, expectation management, and technical documentation while supporting residential and small-business clients.