Sean Naughton

Experience

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  QAD

  Aug 2003 - May 2006

  Software Engineer
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  DPD

  Aug 2006 - Jun 2007

  Software Engineer

  Design lead for the introduction of real time data transfer between Interlinks software systems.Working with a live production system. Exposure to the day-to-day running of the business.Produced process documentation for new functionality and training of staff in use of new software.Design and development of a user interface for monitoring real time data communication.

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  Hewlett Packard Enterprise

  Jul 2007 - Dec 2021

  HPE's Digital Customer Experience (DCE) provides best in class experience for interactions with HPE Service & Support. Leveraging chat enables customers to solve common issues and connect to a human agent.Formed 8 person team balancing skills, career growth and technology interests, subsequently expanded group to 4 distributed teams (EMEA & APJ). Values of simplicity, teamwork, continuous learning and empirical decision making place the customer central to decisions. Developed careers of technical lead to architect and senior engineers to tech lead roles. Enhanced team with external hires by forming a diverse interview panel. People leader for 15 people (engineers, quality, data scientists and scrum masters) and 2 contract scrum teams.Advanced machine learning focus by creating ML architect role and ML pipeline to deploy and maintain models.Established collaborative relationship with solution/product managers, designers, architects and engineering. Led refinement of chatbot vision and execution strategy. Introduced outcome based, measurable objectives replacing feature and date driven measures.With architect, led assessment of system design. Identified gaps (CI/CD, scale, performance, quality, security and support), formed remediation plan.Facilitated planning and daily activities refining priorities with new information.Key Achievements20% of interactions are customer self-solved21% reduction in human agent effort per caseDelivered HPE's Tech Care and Complete Care escalate on-demand to expert support agentSummer '20 Pilot & Spring '21 GA95% decrease in deployment cost, established regular cadence via automationCreated ML pipeline leveraging MLOps best practiceTechnical25+ NodeJS microservices, React.js FEMongoDBDocker & Docker Swarm orchestration, internal hosted infrastructureREST / SOAP integration (Salesforce, Google Dialog Flow, HPE Entitlement)Build / Test automation - Jenkins & SeleniumKibana & GrafanaTensorflow Platform Show less HPE’s Support Center (HPESC) facilitates customers to search the knowledge base, download software and interact with support.Owner of HPESC Search & Relevance. Led integration of HPESC with Coveo Search & Relevance. Managed vendor contract for technical spec. Oversaw engagement with professional service.Established lean & agile development practices, introduced innovative concepts (user journey, minimum business increments) reducing business and technical risk.Addressed reduction in self-solve rate. Team analysed customer behaviour within the system and reoriented search to facilitate such behaviours. Iteratively released improvements to incorporated feedback.People leader for 3 scrum teams (full stack & quality engineers, scrum masters). Coached, mentored and supported training and career growth. Career moves to product management, architecture and scrum master roles. Hired across roles and experience, established onboarding process for intern and grad hiring.Developed and communicated org vision and strategy. Addressed concerns of a change in direction from a home grown solution to a 3rd party SaaS solution.Org contributions by aligning engineering to business domains facilitating architectural design, team collaboration, reduced dependencies and increased autonomy.Reinvigorate quality practices leveraging Tom Wujec ted talk "Got a wicked problem, first tell me how you make toast". Coached engineers to map practices, identify shortcomings and improved practices with engineering level buy-in.Key Results & AchievementsReduced Average Click Rank from ~9 to ~4Increased Search Event Click Through to ~71%Increased Self-Solve rate to ~65% from ~45%Integrated Coveo to HPESC and DCE. Achieved consistent search experience for customers and support agentsWidespread adoption of techniques first used within this teamTechnicalJava, Spring, Spring Boot, Oracle DBApache, Docker & Docker Swarm, internal hosted infrastructureKibana & Grafana Show less During our organisation’s adoption of agile software development I naturally stepped in to the Scrum Master role within my team, subsequently accepting a dedicated role in 2015.My RoleGuide scrum teams in iterative delivery, facilitating team ceremonies, feature readiness, demonstrations and continuous improvement. Collaborated with fellow agile enthusiasts to promote adoption of quality practices, automated testing and deployment as part of development. Active contribution to Scrum Master Community of Practice through which many improvement initiatives were launched.Led team planning for a number of cross team and organisational initiatives, managing dependencies and sequencing in order to reduce impact to development teams and stakeholders.Responsible to communicate plans to interdependent teams, management and stakeholders.Key Team AchievementsAchieved significant software upgrades to Elasticsearch and the Hortonworks platform.Recognition of our team’s ability to deliver was evident through assignments that were organisational priorities. Show less Member of a small team developing a rules based engine used to author rules to handle hardware events for fault identification. Responsible for automated deployment and testing of the product.Member of a large team developing software to discover and classify customer data center hardware enabling remote connectivity and telemetry to HPE for proactive support.Team member developing HP’s Software Licence Management Service.Technical Lead for License Inventory module. Design & development using OO design and XP best practice, pair programming, TDD and automated testing. Onboarding and mentoring new team members. Show less

  • R&D Engineering Manager Applied Intelligence

    Feb 2020 - Dec 2021

  • R&D Engineering Manager

    Jun 2017 - Jun 2020

  • Scrum Master

    Jun 2013 - Jul 2017

  • Software Engineer

    Jul 2007 - Aug 2015
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  Amazon Web Services (AWS)

  Jan 2022 - now

  Software Development Manager

  SDM Amazon CloudWatch Metrics.Amazon CloudWatch is a monitoring and observability service that provides you with data and actionable insights to monitor your applications, respond to system-wide performance changes, and optimise resource utilisation.