James Miller

Experience

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  United States Air Force

  Sept 2002 - Jun 2006

  Security Compliance System Administrator

  Communications - Computer Systems OperationsTop Secret SCI ClearanceHandled and safeguarded sensitive and/or classified information in accordance with regulations to reduce potential compromise.Ensured compliance with all DoD, Air Force, and local customer cybersecurity policies, processes and regulations.

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  Authorize.net

  Jun 2006 - Jun 2007

  Managed relationships with small business merchants and onboarded them with the payment gateway portal. Priority (P1) backend/frontend payment gateway and merchant interface (with up to 1.4 million transactions per hour)-Partnered with business owners and technology teams to ensure that processes and procedures are fault tolerant with comprehensive monitoring and alerting.Partnered with Business Operations to provide change management, implementation instructions, and support transition for infrastructure and integration support issues.

  • Senior Program Manager - Retention

    Jun 2006 - Jun 2007

  • Senior DevOps Engineer

    Jun 2006 - Jun 2007
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  Cybersource

  Jun 2007 - Apr 2010

  Led several documentation projects, streamlining business operations and improving collaboration processes across the merchant teams. My work resulted in creating 3 new teams-- release management, operations control, and site reliability engineering.Analyzed incident trends and created testing plans of new features, writing 6 runbooks for data center failovers.Led 3 new data center openings (Denver/Ashburn/Singapore), configuring servers with network and reliability testing. P1 backend/frontend payment gateway and merchant interface (with up to 8 million transactions per hour)-Increased efficiency in incident management structure and processes across 94 servers.Led quarterly service reviews and drove prioritization of service improvements, along with post-deployment testing.Led all processing platform deployments and new release deployments, resolving P1 outages by rerouting network traffic, replacing servers.

  • Senior Technical Program Manager

    Jun 2007 - Apr 2010

  • Senior Product Reliability Engineer

    Jun 2007 - Apr 2010
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  Visa

  Apr 2010 - now

  Planned and drove changes that reduced all release deployment times by streamlining processes and creating clarity.Introduced and implemented new workflows used by nine teams to reduce rollbacks and improve testing, cutting 10 hours off average deployment time.Led changes to releases and manifest file review that cut total deployment time by >80% to all-time highs, reducing manual support validation by 90% and testing by 75%, cutting total deployment time from 2 days to 4 hours.Represented operations in senior and executive bi-yearly service improvement meetings and postmortems.Led six teams with .NET upgrade/migration to Visa tier0 environment, migrating over 1500 applications and 450,000 merchant accounts into new data centers (Denver and Singapore).Partnered with multiple teams and product owners to strengthen incident management maturity.Mentored other program managers on production release procedures and implementation.Onboarded and mentored the new Bangalore operations team, enabling operations to provide 24-hour on-call coverage. Show less Drove improvements in monitoring, observability, and reliability for our platform.Led changes that decreased the ‘time to detect error’ metric from 10 min to under 30 seconds, using machine learning (Automated Anomaly Detection with Elasticsearch) to identify anomalies and reduce false positives in transaction volume drops and error code spikes.Responsible for deploying applications to live production servers. The task included testing the applications and writing/maintaining PowerShell scripts.Bug triage, assessing bugs, and assigning bugs to developers. Show less

  • Senior Program Manager

    Apr 2010 - now

  • Senior Product Reliability Engineer

    Apr 2010 - now