• Direct five specialized operations teams spanning enterprise implementations, integrations, reporting, fraud monitoring, and internal tooling. Serve as a key strategic advisor to the business on operational best practices, team structuring, and software utilization.
• Drove the successful onboarding of hundreds of new enterprise nodes annually, directly contributing to $10M+ in new yearly recurring revenue (ARR).
• Steered operational strategy through 11 complex mergers and acquisitions, collaborating seamlessly with product, development, support, and sales teams to integrate technologies and scale operations rapidly.
• Architected and implemented sweeping process improvements and automations that increased throughput across the board, successfully maintaining high service delivery standards while navigating a 30% workforce reduction.
• Spearheaded the ground-up configuration, deployment, and ongoing maintenance of Freshdesk, developing custom automations and successfully onboarding 300+ internal users across 20 distinct teams.
• Championed the adoption of quarterly OKRs across the organization, mentoring cross-functional leaders in establishing SMART goals to ensure all departmental efforts remained tightly aligned with top-down corporate objectives.
• Created customized solutions for our company using Claude AI to provide better QA metrics and tools, saving over $30k/yr in vendor fees plus 80 labor hours per week of manual work.

Support Engineer (June 2020 - May 2022)

• Wrote SQL queries to build reports for customers and internal use. Provided guidance to the data warehouse team about how to ingest the data controlled by our sector. Used Looker to build dashboards and reports to analyze the health of the business.
• Assisted customers in troubleshooting problems. Diagnosed issues with software installation/use, identified sources of the problem, and offered solutions.
• Involved in the creation of new software and worked closely with development teams to identify and resolve potential issues. Analyzed all aspects of the software and made suggestions throughout the development phase to help avoid issues in the final product.
• Developed and deployed fixes to existing websites, services, and APIs, allowing the development team to focus on new products/features.
• Created customer-facing documentation of product behavior and use, as well as internal documentation for implementation and support technicians to troubleshoot and resolve issues.
• Built from scratch and maintained an internal administration tool (website), used internally to assist with onboarding new clients, managing data for existing ones, and assisting our billing department with audits.

• Perform software and hardware diagnostics and navigate requested and recommended repairs in a timely fashion.
• Phone and in-person contact with clients to reveal diagnostic discoveries and make suitable recommendations.
• Partner with other team members to ensure proper documentation and fulfillment of client requests.
• Hardware and software installation and troubleshooting, including building computers and laptops.
• Restore and reimage operating systems and ensure a clean file system exists to make for safe web browsing and general use.
• Deep knowledge of data backup and retention strategies.

• Traveled to industry-related trade shows to set up and give support and training for PCs, Pocket PCs, and iPads. Provided network/printer support, on-the-spot training, and communication to the office to report widespread problems and resolve them immediately.
• Delved into client problems and bugs by querying their SQL databases and correcting data when necessary to solve the problem at hand.
• Migrated client data from other systems to a compatible format using in-house tools built with Access, .NET, and JavaScript.
• Designed and wrote an automated test suite for our .NET client tools using Moq.