ITIL-certified engineer with 13+ years across fintech, CDN, edtech and enterprise environments. I specialise in SaaS operations, cloud infrastructure, and great customer experience.
I'm a Senior Systems & Applications Engineer based in Tipperary, Ireland, with a background spanning web hosting, legal tech, CDN infrastructure, fintech, and education platforms.
I thrive in forward-thinking environments where I can improve the performance of vital infrastructure and products used by large, distributed teams. I take a structured, ITIL-aligned approach to service delivery — combining technical depth with clear communication.
Most recently at Fastly, I worked directly with enterprise customers including Stripe to resolve high-impact issues, optimise service performance, and deliver coordinated solutions across teams.
Procured and enabled TLS certificates on production endpoints for BBC, The Guardian, Gov.uk, NYT, Duo, Squarespace and others. I managed certificate lifecycles, DNS validation, and ensured zero-downtime renewals for high-traffic global properties.
GAM-based scripts for user lifecycle management; onboarding, suspension, archiving and licence auditing across a distributed organisation.
Designed and built a structured internal knowledge base that reduced mean-time-to-response and improved new engineer onboarding through improved training and processes at multiple organisations.
Led and formalised the EMEA escalation workflow at Fastly as the Incident Response Lead. I coordinated cross-functional responses between support, engineering and customer teams for high-severity CDN and TLS incidents affecting enterprise clients.
Designed and delivered a structured onboarding programme for new support engineers at Fastly. I combined documentation, mentoring and hands-on training sessions. Reduced ramp-up time from 4 months to 3 months across the global support team.
Managed technical onboarding and integration support for payment merchants at APEXX Global, working across REST APIs, authentication flows and sandbox testing to reduce integration time and maintain SLA compliance in a regulated environment.