Jeff Caselden

Current

• Manager, EU Search Operations at A9.com
• Manager, Corporate IT at A9.com

Past

• Search Operations Engineer at A9.com
• Helpdesk Support Engineer at Amazon.com
• Customer Service Specialist at Amazon.com

• Asst. Store Manager at The Gap

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Education

• Indiana University
• Monrovia HS

Recommended

5 people have recommended Jeff

Connections

232 connections

Industry

Internet

Jeff Caselden’s Summary

My goals generally boil down to being highly proficient at whatever I'm doing, and providing an unparalleled customer focus along the way.

Have spent last several years mostly in technical support and operations roles for a large internet retailer. Have worked in both large scale corporate infrastructure teams and focused, specialized software groups.

Jeff Caselden’s Specialties:

7+ yrs experience in large scale Linux environment. 2+ yrs experience supporting Apache-based services. Have coded predominantly in Perl or shell (bash, zsh mostly), some coding experience in Java, Ruby, PHP and VBScript. Have built web-based tools using CGI, Mason, MySQL, Rails.

Jeff Caselden’s Experience

• Manager, EU Search Operations

  A9.com

  (Public Company; 51-200 employees; AMZN; Internet industry)

  May 2008 — Present (3 months)

  Operations management for the Amazon Product Search service.

• Manager, Corporate IT

  A9.com

  (Public Company; 51-200 employees; AMZN; Internet industry)

  November 2006 — Present (1 year 9 months)

  Manage a small team of systems engineers who support and manage the corporate infrastructure. Work closely with parent company infrastructure teams.

• Search Operations Engineer

  A9.com

  (Public Company; 51-200 employees; AMZN; Internet industry)

  May 2004 — October 2006 (2 years 6 months)

  Lead engineer for team handling operations, monitoring, and support of Amazon.com's global product search platform. Served as interim manager for team of 6 engineers and one DBA from Feb 2006 through June 2006. Heavily involved in capacity planning, working with development team, and expansion projects for new stores and/or merchants. Accustomed to interrupt-driven, fast-paced workload ranging from deploying new software, being oncall, troubleshooting data/service problems, and providing internal support.

• Helpdesk Support Engineer

  Amazon.com

  (Public Company; 5001-10,000 employees; AMZN; Information Technology and Services industry)

  January 2001 — May 2004 (3 years 5 months)

  Team lead for group supporting user workstations, software, and various services for global organization of 10K+ employees. Wrote and maintained most of the helpdesk toolset, including new email and account creation tools to streamline operations and increase productivity. Built new temp account creation process which reduced leadtime for over 15K holiday user accounts from several weeks to 2 days. Owned configuration of Amazon's customer service email system, and delivered solution to dramatically reduce incoming spam. Implemented and executed training plan onsite in UK to create new EU helpdesk.

• Customer Service Specialist

  Amazon.com

  (Public Company; 5001-10,000 employees; amzn; Internet industry)

  February 1999 — January 2001 (2 years)

  Spent about 5 months as a phone/email customer service rep, then quickly promoted to team lead. After 2 months, moved to shift supervisor role known as "Floorwatch". Directed workflow management, supported the entire CS department with tool and workstation issues, troubleshot website problems impacting customer experience, and provided realtime reports detailing workarounds and status on current issues impacting the department. Built tools to manage report archiving/delivery and to deal with ad-hoc issues.

• Asst. Store Manager

  The Gap

  (Public Company; 10,001 or more employees; GPS; Apparel & Fashion industry)

  1996 — 1999 (3 years)

  Managed all general store operations for stores generating $4-7M in sales per year. Recruited, hired, and supervised teams ranging in size from 20 to approximately 100 employees. Specialized mostly in product merchandising, sales, inventory management, and loss prevention.

Jeff Caselden’s Education

• Indiana University

  BA, Telecommunications, Afro-American Studies, August 1990 — May 1995

  Focused mainly on field and studio television production.

• Monrovia HS

Additional Information

Jeff Caselden’s Interests:

photography, hiking, music, film, travel

Jeff Caselden’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• job inquiries
• expertise requests
• reference requests
• getting back in touch