Jeff Kwong

Led development of customer PII workflows for US and Canadian contact centers, reducing average call handling time by 15% and data entry errors by 40%; implemented a frontend clickstream pipeline to surface completion and abandonment metrics for future optimizations.

Engineered a Spring Boot tokenization microservice and an on-prem routing service with feature-flagged rollout to migrate payment processing, enabling support for over $50M in annual transactions and zero-downtime phased migration for 20+ clients.

Resolved recurring SEV-2 incidents by enforcing ISO 8601 time standards for Prime Video Sports and delivered a self-service SPA for QA test data creation, eliminating on-call paging and enabling parallel testing across teams.

Developed and maintained features for an internal onboarding and security-clearance management portal used company-wide to build teams and assign projects based on clearance levels.

Sole developer of a Qt C++ GUI application to control boresight antennas for tracking high-speed aerial objects, delivering the complete frontend control interface and integration with hardware systems.

Developed a Python firmware update tool for Intel SSDs that automated firmware updates and saved users hours per week; tool remains in internal use.

Developed web applications for the College of Engineering to support departmental needs and student services during employment as a student worker.

Completed a Bachelor of Science in Electrical Engineering, focusing on coursework and projects relevant to firmware and systems engineering.