Career
Operations, systems, and the platforms that have to keep running.
Résumé facts below. Current independent engineering (Company OS, Money Hunter, Packet Press) is covered on the work pages — it is not rewritten as employment I did not list.
March 2024 – Present
Independent Consultant / Self-Employed
- Operated independently while pursuing professional development and extensive international travel.
- Backpacked through 12 countries across Europe and lived in the Netherlands for six months, strengthening cross-cultural communication, adaptability, and a global operating perspective.
- Current independent engineering — not listed as a former employer — includes Company OS, Money Hunter, and Packet Press. See Work.
Therapy Brands · January 2022 – March 2024
Sr. Manager of Systems and Processes
- Subject Matter Expert for Zendesk, supporting internal call-center staff and external clients.
- Designed and deployed EDI and ERA enrollment processes that streamlined billing and payment operations.
- Developed and implemented Revenue Cycle Management processes that optimized revenue streams and financial tracking.
- Oversaw the Automatic Call Distributor (ACD) platform.
- Developed software to migrate Zendesk to Salesforce; served as Salesforce Administrator for configuration, customization, and integration.
- Built a sentiment analysis solution using OpenAI’s davinci-003 model to improve customer-feedback processing.
- Supported a 300-person organization while maintaining compliance with HIPAA PHI and PII regulations.
ITM Marketing · October 2014 – May 2021 · Promoted from Director of Information Technology / Interim Director of Operations
Director of Operations & Business Development
- Controlled contact-center operations including interviewing, hiring, and scheduling for on-site and remote workforces.
- Secured a contract that expanded the workforce from 80 to over 1,000 employees and moved the organization to a fully remote environment within 30 days.
- Generated $4.8 million in revenue through strategic contract negotiations.
- Fostered relationships with military officials that resulted in numerous new contracts.
- Negotiated SLAs and ensured maintenance compliance across facilities.
- As Director of IT: oversaw developers and technicians, led recruiting, directed Salesforce implementation (3 developers + 2 technicians), and cut expenses by $100,000 via process improvements.
Enactus (formerly SIFE) · October 2006 – July 2014
Business & Data Systems Analyst / Software Developer
- Initiated Salesforce implementation by migrating data from Blackbaud, achieving a $200,000 decrease in expenses.
- Developed the company intranet for international usage across 38 countries.
- Provided IT support to international team members in 38 countries.
MCI · May 1999 – June 2006
Statistics / Reporting Analyst
- Generated reports in Excel, Access, and Crystal Reports to monitor sales effectiveness for a 500-seat call center.
- Developed in-center databases and websites while resolving computer and networking issues.
Capabilities
From the current résumé. Coursework is labeled as coursework; exams not taken are not claimed as certifications.
Operations & leadership
- Contact-center operations
- Workforce scaling
- Process improvement
- SLA negotiation
- RCM
- EDI/ERA
CRM & platforms
- Salesforce (admin & migration)
- Zendesk
- ServiceNow
- Workday
- Blackbaud
- SharePoint
Analytics & automation
- SQL
- SSRS
- Crystal Reports
- Tableau
- Power BI
- Power Automate
- Python
Infrastructure & cloud
- Windows Server
- Linux
- VMware
- Hyper-V
- AWS
- Microsoft Azure
- Google Cloud Platform
Compliance & contact-center tech
- HIPAA PHI/PII
- PCI (ITM Marketing)
- Five9
- Genesys
- TalkDesk
- Vonage
- ACD platforms