> IDENTITY_CONFIRMED
JEFFREY MCINTYRE
[ SENIOR TECHNICAL SUPPORT ENGINEER (OPERATIONS) ]
Senior Technical Support Engineer with 12+ years of experience ensuring the stability of mission-critical infrastructure and high-performance data layers. I specialize in the "Connective Tissue" between carrier-grade networking and automated backend logic. I offer the technical depth of an infrastructure architect with the agility of an AI-fluent developer, focusing on zero-loss data ingestion, real-time observability, and automated triage for complex production environments.
Core Metrics
$4.26M
[ REVENUE_PROTECTED ]
Annual revenue safeguarded through systemic production bug resolution and resilient system architecture.
90%
[ DEPLOYMENT_REDUCTION ]
Decrease in implementation lifecycle time achieved via rigorous automation frameworks.
TECHNICAL_MANIFEST // V.2026.1
Cloud Infrastructure:
Google Cloud Platform (GCP)
Service Accounts
IAM/RBAC
BigQuery
Observability & Diagnostics
Systems Architecture
Scripting
Ingestion Pipelines
Automation Engineering
Infrastructure Stability
Technical Liaison
Postman (Test Scripting)
Wireshark (Deep Packet Analysis)
DataDog
Sumo Logic
Strategic Operations
Systems Architecture
Scripting
Ingestion Pipelines
Automation Engineering
Root Cause Analysis
Major Incident Management
Software Engineering & Logic
Python (7+ yrs)
JavaScript
TypeScript
HTML
JSON
Git (PR Review) Production Readiness
CI/CD (GitHub Actions)
Jira / Slack / Twilio API Integration
Data Architecture $ Systems
Relational Schema Design
RESTful API
Google Looker
Prisma (ORM)
MySQL
Git
Core Network & Cloud Foundation
TCP/IP
BGP
DNS
IPSEC/SDWAN
SSL/TLS
SIP
Routing
Switching
VoIP
WebRTC
Docker
Linux
Project Spotlight
Gemini AI Pipeline & Automation
- The Build: Architected a data pipeline using Gemini LLM to automate high-volume email classification and sentiment analysis.
- The Result: Improved triage accuracy and reduced manual labor by 65%, directly unblocking engineering feedback loops.
SMTP Header Analysis Tool
- The Build: Engineered a Python tool to scan inbound email headers for specific technical triggers and metadata anomalies.
- The Result: Reduced the manual review cycle for Tier 3 escalations by 70% and significantly accelerated MTTR.
Biomechanics RESTful API (*Active*)
- The Build: Architecting a containerized TypeScript and NodeJS API stack utilizing Prisma ORM for type-safe database interactions.
- The Result: Engineered a complex Relational Schema in MySQL validated via Automated Postman Test Scripts to ensure 100% data integrity for high-concurrency telemetry.
Yealink Provisioning Pipeline
- The Build: Developed a Python-driven automation framework for the mass configuration and deployment of Yealink hardware.
- The Result: Eliminated manual provisioning errors and achieved a 90% reduction in implementation time for enterprise deployments.
Twilio Diagnostic Suite
- The Build: Developed Python-based provisioning tools using the Twilio API to automate account configurations, CNAM records, and voice integrity checks.
- The Result:Simplified the customer configuration process and reduced the triage cycle for communication defects by 55%.
VoIP Directory & Provisioning Automation
- The Build:Developed a Python-based automation engine to manage Polycom XML directory files via FTP, incorporating automated rollback logic to instantly revert system states upon sync failure
- The Result:Reduced a 2-week manual provisioning cycle to a 10-second automated execution while ensuring 100% data integrity across the enterprise fleet.
Professional Experience
Senior Technical Engineer (SaaS Escalations)
- Served as the final Tier 3 escalation anchor for systemic production bugs, protecting $4.26M in recurring revenue.
- Authored technical documentation and led internal and public webinars for both customers, Tier 1 & Tier 2 teams to improve First-Call Resolution (FCR) and reduce unnecessary escalations.
- Partnered with Engineering teams to lead post-mortems and provide technical root-cause analysis for outages.
- Built a Python tool integrating JIRA, GMAIL & GEMINI API's to automate high-volume email classification.
- Architected an internal email header analysis app that enabled Support teams to resolve bounce issues independently, cutting escalated tickets by 85%.
- Wrote a Python script to automatically audit 700+ email domains, accelerating deliverability troubleshooting and preventing $2.2M in potential churn.
Senior Operations Engineer (Critical Infrastructure)
- Managed 24/7/365 operations for carrier-grade networks, maintaining 99.9% uptime for enterprise and healthcare clients.
- Architected the Yealink Automation Pipeline, utilizing Python to automate hardware vetting, cutting deployment timelines by 90%.
- Performed deep-dive protocol troubleshooting (SIP, BGP) via Wireshark to resolve packet-level bottlenecks in high-stakes environments.
- Re-architected BroadWorks solutions to resolve critical call stability issues caused by SIP message floods and firewall configuration conflicts.
- Designed and deployed full Cisco CUCM and CUE solutions for 400+ user enterprises, managing all call routing, voicemail, and user profiles.
- Resolved complex SIP-to-ISDN interoperability issues by debugging Cisco Dial-peers and translation rules using Q.931 debugs.
Certifications
Javascript Algorithms and Data Structures
Cisco Certified Network Professional (CCNP)
Juniper Networks Certified Associate (JNCIA)
Fortinet Network Security Expert Level 4 (NSE4)
Comptia Network+