EDEric Dahl

Who I am

About

I'm a software engineer who likes building reliable systems that solve real problems. Most of my work lives in the overlap between backend services, data pipelines, and the awkward human workflows that exist in every organization.

I've shipped production systems for universities, SaaS companies, and Fortune 500 enterprises — from sophisticated ETL pipelines and enterprise-scale data migrations at Notre Dame and Salesforce, to full-stack Ruby on Rails applications at Provi and Groupon. At Groupon, I led customer service technology initiatives, building tools to manage 80+ Zendesk instances and support 300+ service representatives globally. I care a lot about maintainability, observability, and making tools that people can actually understand and operate.

Outside of work, I enjoy tinkering with hardware, experimenting with AI tools, studio recording, synthesizers, and helping small businesses automate the boring parts of their day so they can focus on the work that actually matters.

Experience

Senior Software Engineer

Hesburgh Libraries, University of Notre Dame

Apr 2023 – Present
South Bend, IN
  • Architected and executed comprehensive data migration strategy transitioning 10,000+ content items from Contentful to Strapi headless CMS, ensuring zero data loss and minimal disruption to library operations
  • Engineered scalable React components and Next.js applications powering library.nd.edu and marble.nd.edu, serving thousands of daily users across the Notre Dame research community
  • Led critical database infrastructure modernization by migrating DynamoDB NoSQL schema to PostgreSQL relational model, improving query performance by 60% and reducing operational costs
  • Designed and implemented automated ETL pipelines using N8N workflow automation, processing archival metadata and reducing manual data entry tasks by 40+ hours monthly
  • Developed custom Strapi plugins extending core CMS functionality for digital collections management, enabling curators to efficiently manage and publish scholarly resources
  • Championed adoption of Docker containerization across development team, standardizing local development environments and reducing onboarding time for new developers from days to hours
  • Collaborated with librarians, archivists, and stakeholders to translate complex academic requirements into technical solutions supporting digital scholarship initiatives

Software Engineer

Provi

July 2021 – Nov 2022
Chicago, IL
  • Engineered robust Ruby on Rails data integration pipelines synchronizing inventory, pricing, and order data between wholesale alcohol distributors and Provi's marketplace platform
  • Built monitoring and alerting infrastructure using Datadog and PagerDuty to support system reliability and uptime
  • Developed full-stack features across Ruby on Rails backend and React frontend, shipping product enhancements that improved distributor onboarding and streamlined buyer workflows
  • Collaborated with product managers and distributors to gather requirements and deliver technical solutions supporting Provi's rapid growth in the beverage alcohol wholesale industry

Lead Developer

GoEnvoy.co

Apr 2020 – Mar 2021
Chicago, IL
  • Architected and delivered Ruby on Rails ETL solutions processing millions of records for major audio streaming platform, ensuring reliable data synchronization across distributed systems
  • Built custom Zendesk integrations using Vue.js, React, Ruby, and Python, streamlining customer support workflows and reducing manual intervention
  • Led complex data migrations handling terabytes of client data with zero downtime, consistently meeting aggressive timelines
  • Engineered seamless integrations connecting CRM and order management systems to Zendesk, providing unified customer visibility for support teams

Technical Consultant

Salesforce

Mar 2016 – Mar 2020
Chicago, IL
  • Led cross-functional team in developing enterprise-grade APEX migration tool, successfully transitioning hundreds of clients from Desk.com to Salesforce Service Cloud with minimal business disruption
  • Engineered custom JavaScript applications for Desk.com platform, delivering bespoke integrations that enhanced client workflows and system interoperability
  • Orchestrated complex data migrations for enterprise clients, implementing comprehensive validation frameworks that consistently achieved 100% data accuracy and integrity
  • Earned Salesforce Administrator certification, demonstrating platform expertise and commitment to best practices

Project Manager, Global Support Systems

Groupon

Mar 2014 – Mar 2016
Chicago, IL
  • Managed global customer service operations across multiple time zones, coordinating systems consolidation for Groupon's customer service departments worldwide
  • Built and maintained proprietary Ruby application to centrally manage 80+ Zendesk instances from a single interface, streamlining operations for global support teams
  • Architected and developed real-time dashboard displaying live call center metrics on TVs globally, integrating Zendesk API, Cisco phone system, and multiple data sources
  • Led cross-functional teams in executing project communication plans, monitoring milestones and deliverables for customer service technology initiatives

Workforce Management Analyst

Groupon

Sept 2011 – Mar 2014
Chicago, IL
  • Managed real-time scheduling and workforce optimization for 300+ customer service representatives, dynamically adjusting coverage between email and phone channels based on volume
  • Developed custom internal reporting server to analyze discrete events within Zendesk ticketing platform, enabling data-driven customer service improvements
  • Led comprehensive Zendesk customization strategy, designing and implementing widgets that integrated internal and external APIs to consolidate customer service tools
  • Architected Zendesk widget framework bringing external customer service applications directly into the platform interface, improving agent efficiency and response times
  • Established internal escalation procedures and protocols for customer service operations

Tier 2 Customer Support / DevUrgent Queue Management

Groupon

Apr 2010 – Sept 2011
Chicago, IL
  • Provided advanced technical customer support while managing DevUrgent queue, serving as escalation point for complex customer issues
  • Pioneered Zendesk platform customization at Groupon, designing and implementing HTML, PHP, AJAX, and CSS widgets that integrated internal and external APIs
  • Built custom Zendesk extensions to bring external customer service tools directly into the platform, establishing foundation for company-wide adoption
  • Developed custom internal organizational software to support customer service operations and team coordination
  • Coordinated with software development team to manage and prioritize internal tooling requests

Education

University of Dayton

BS in Management Information Systems

1998 – 2003