Technical Product Owner with comprehensive experience delivering software solutions, modernizing legacy systems, and scaling cloud-native platforms. Progressing from Tier 3 technical support leadership into product ownership provides a grounded engineering background in systems analysis, SQL diagnostics, and platform reliability. For the past five years, I have directed delivery across multiple concurrent workstreams: owning the core CRM product roadmap, managing public and private API integrations, and transitioning monolithic applications into modern shared services. An active practitioner of AI-accelerated delivery, using custom agents, automated log inspection, and interactive prototyping to speed up discovery and engineering handoffs.
Spec Drafting & Consistency
Built custom AI skills to standardize technical engineering tickets, generating clear user stories, acceptance criteria, and technical prompts with consistent structure across squads.
Interactive Prototyping
Developed working web prototypes and UI mockups to validate feature concepts and drillable project updates with stakeholders before committing engineering capacity.
Log & Feed Inspection
Created dedicated tooling to extract and parse complex server logs, email transmission logs, legacy database exports, and property/lead data feed payloads.
Data Analysis & Auditing
Cross-referenced database exports, PDFs, and spreadsheets to detect schema mismatches, logic gaps, and functional overlaps across legacy and modern services.
SQL & Pipeline Debugging
Utilized language models to assist with query construction across SQL dialects and trace data transformation logic across asynchronous pipelines.
Connected Workflows
Configured live connectors across Jira and Confluence to extract active sprint context, automate status decks, and draft consistent stakeholder documentation.
Directing product backlogs, architecture discovery, and release roadmaps across multiple streams with a squad of 12+ developers and QA engineers.
- Concurrent Backlog Delivery: Prioritized and managed three distinct roadmaps simultaneously, covering the core enterprise CRM, customer-facing developer APIs, and defect resolution, maintaining predictable sprint velocity across teams.
- Legacy Modernization: Led product discovery and technical execution to decouple legacy monolithic systems (Visual FoxPro), architecting modular cloud microservices and shared backend components to retire technical debt.
- Security and Authentication Services: Defined the functional specifications and delivery plan for an enterprise-wide Security Service enforcing default-deny authorization scopes across key entities, significantly reducing authorization blast radius and unblocking dependent mobile CRM roadmaps.
- Data Ingestion & Gateways: Managed the re-architecture of high-volume upload pipelines and lead acquisition services, replacing legacy desktop tools and brittle XML feeds with resilient, event-driven REST APIs that eliminated ingestion timeouts.
- Third-Party Portal Integrations: Partnered directly with major external platforms (including Rightmove) to navigate authentication frameworks, obtain production API credentials, and maintain uninterrupted commercial data exchange.
- Operational AI Integration: Deployed AI-assisted discovery pipelines across sprint planning, using model workflows to verify third-party API requirements, draft bulk calls, and inspect data pipelines.
- Platform Scale: Governed feature roadmaps for an industry-leading platform generating over £20M in revenue and utilized daily by more than 9,000 enterprise professionals.
Advanced through progressive technical leadership positions bridging customer operations, database analysis, and product management.
- Product Analyst (2019 to 2020): Investigated complex platform escalations, analyzed client error telemetry, and authored technical specifications for platform patches and feature enhancements.
- Senior Application Support Analyst (2017 to 2019): Acted as principal technical escalation point, executing SQL diagnostics to isolate database performance issues and providing interim technical solutions for enterprise clients.
- Tier 3 Support Team Leader (2014 to 2017): Managed the Tier 3 engineering support squad, coordinated workload distribution, resolved mission-critical client incidents, and established technical knowledge-transfer programs for Tier 1 and Tier 2 teams.