Jacob
Sumsion

Lead 11 direct reports across two data centers in a 24×7 mission-critical environment, and mentor a third site — I trained their technicians and their team lead. Built both of my teams from hiring through coaching. SBF operations span 1M+ servers, including GPU-accelerated AI training and inference clusters. I'm the escalation point for incidents and complex troubleshooting: I own the response, write the RCAs, and drive the corrective actions that keep the failure from repeating. Created an iOS training app for technicians, run weekly training sessions, and do 1-on-1 coaching and performance development.

Built TypeScript automations for an AI-driven education platform. Hands-on with Docker, CI/CD pipelines, and rapid iteration workflows.

Built customer success and support functions from the ground up for a Series B startup. Integrated Gainsight, Zendesk, and Jira. Operated on an Open XDR platform (NG-SIEM, SOAR, NDR): configured detection rules, automated responses, and triaged infrastructure alerts. Daily Kubernetes and Linux troubleshooting. Trained enterprise teams on alert tuning, incident response automation, and platform observability.

Guided enterprise customers through cloud infrastructure onboarding for encryption and key management across AWS, GCP, and Azure. Hands-on IAM configuration, secrets management, and production troubleshooting in cross-cloud environments.

Created the automation engineer function from the ground up: built the pipeline from user story to delivery, eliminating hundreds of hours of manual operations tasks. Trained internal NOC teams on Splunk, BMC, and Rundeck for monitoring, observability, and automated incident response. Coordinated response to high-priority production outages in a 24×7 NOC.

Supported enterprise customers configuring network proxy systems, including firewall rules, packet capture analysis, and network troubleshooting.

Hired to stand up a remote help desk for American Airlines internal operations. Recruited and trained 5 support agents, set shift coverage, and built phone, chat, and email support for airline personnel and equipment from the ground up — the enterprise client's day-to-day operational contact.

Held TS/SCI clearance. Implemented security solutions to prevent insider attack and loss of classified information. Trained personnel on threat identification and operational security in deployed environments (Afghanistan, Iraq). Led small teams in austere conditions requiring rapid problem-solving, meticulous documentation, and clear communication under pressure. Decorated for leadership and analytical ability.