Sam Merwin

Provided hands-on IT consulting for small businesses, including code review, refactoring, and technical debt remediation. Advised clients on AI/ML toolchain integration and adoption of tools like Claude Code, Copilot, and MCP-based workflows.

Maintained reliability of AWS production infrastructure supporting a platform with millions of active users during peak sporting events. Built Datadog monitoring/alerting pipelines and participated in 24/7 on-call for critical P1/P2 incidents.

Managed a team of customer success engineers responsible for incident response and escalation handling for enterprise DNS customers. Standardized incident response procedures and developed REST API debugging/integration tooling to accelerate troubleshooting workflows.

Served as primary escalation point for high-severity incidents involving managed DNS and DDI services for enterprise accounts. Reproduced customer-reported issues in lab environments and maintained documentation to reduce repeated escalations.

Triaged and resolved customer issues with managed DNS services as part of a 24/7 on-call support rotation. Provided DNS configuration guidance (including DNSSEC and traffic management) and contributed to platform operations supporting Nomad-based deployments and Docker pipeline maintenance.

Designed and built custom Kubernetes tooling to improve platform observability and reduce time-to-diagnosis for cluster issues. Operated and maintained large-scale Kubernetes clusters supporting thousands of customer workloads.

Built and maintained deployment orchestration and configuration management systems supporting millions of customer virtual machines. Developed automation to eliminate repetitive manual operational workflows, reducing human error and improving incident response times.

Provided 24/7 escalation support as part of the Linux administration team, diagnosing issues across compute, storage, and networking layers. Developed troubleshooting approaches for recurring issues and collaborated on documenting infrastructure patterns affecting customer reliability.

Managed AWS infrastructure supporting live audio streaming, web properties, and archival systems for a public radio organization. Supported production infrastructure operations across these platforms.

Provided systems administration across three office locations, maintaining Windows and Linux server environments. Resolved cross-platform infrastructure issues.

Developed PHP and JavaScript features for the Ubersmith datacenter management platform used for billing, ticketing, and device tracking. Contributed application features within the platform.

Built custom content management solutions using Drupal and managed deployment pipelines for client web properties. Supported delivery and deployment workflows for client sites.

Provided frontline technical support and implementation services for managed hosting customers as the first point of contact for server, networking, and application issues. Onboarded new customers and translated hosting configurations into guidance for non-technical stakeholders.

Developed and tested curriculum workbook exercises for training courses in web and print design software. Supported course content creation and validation through testing.

Earned a Bachelor of Science in Graphic Design at Skidmore College from 2003 to 2008.