Building smarter workflows, stronger teams and better customer experiences
- Senior IT and Support operations leader
- Infrastructure from design to scalable production
- 20+ years experience
About Me
Leadership & Operations
I build support and IT operations from the ground up, then run them with data, clear frameworks, and teams that actually grow.
EIS (AVP, Customer Support Operations & Analytics): My career defining project. I architected and deployed complete operational infrastructure from zero for a $100M+ SaaS portfolio, integrating DataDog, PagerDuty, Jira, Zendesk, Salesforce, PowerBI, and Zapier into one observability pipeline across seven systems. Launched beta to customers in six months, on time and on budget. The framework worked so well that legacy business units absorbed the entire SaaS operations model.
NAVEX (Senior Manager, Customer Support): Cut average case resolution time by 50%, from 15 days to 8, within six months using data-driven accountability dashboards. Led 20+ agents and 2 managers across multiple time zones.
Clinicient (Senior Manager, Technical Support): Ran technical support for an EMR SaaS platform serving 4,000+ healthcare customers. Delivered double-digit CSAT and NPS gains while maintaining full HIPAA compliance.
Shilo Inns (Director of IT): Transformed 40+ hotel properties from legacy infrastructure to enterprise-grade operations, built the first multi-tier IT support team, moved to a professional data center, established PCI-DSS compliance via direct integration with payment processors, and delivered 30%+ cost savings.
I have built or led operations in healthcare, fintech, insurance, and hospitality, always with compliance as a foundation (HIPAA, SOC 2, ISO 27001, PCI-DSS).