I grew the business from a small, home-based bakery to an online and brick and mortar store front with $250K in annual sales. We specialized in gourmet cookies, french macarons, and pies, all made from scratch.Before opening the storefront, I built a marketing and online ordering website on the Shopify platform. I implemented a custom cookie kitting shopping cart process to allow customers to pick their cookie flavors for individual orders.As general manager, I hired and trained employees. Training included the preparation of all bakery items, while providing consistent feedback to maintain the highest quality products.At the height of pandemic, online ordering proved to be vital, as we were forced to close our doors and allow only curbside and delivery orders. Even though the sales declined 10%, I was able to overcome supply chain issues, maintain our 30% margin, and keep my employees employed.

I designed and oversaw the execution of a network infrastructure expansion. When the project completed, the network capacity tripled, with throughput increasing 50%.I was responsible for leading the IT support desk, network infrastructure, and software development teams. As Scrum master, I managed and prioritized the Backlog, facilitated meetings, and helped foster communication with project managers and other stakeholders.I implemented new service level agreements (SLA) for support ticket resolution for our trainer and employee groups. Improvements in response time and resolution improved satisfaction levels by 10%.I standardized configurations and centralized the purchasing of computer hardware for the company. Costs were reduced by 6% through pricing and overhead cost reductions. Expanded network infrastructure to an additional floor to support employee growth.

I managed a team of software developers, while continuing to author code for CRM integrations and reporting for marketing, product fulfillment, accounting, and senior leadership. As Scrum Master, I led sprint planning, reviews and retrospectives; while removing roadblocks and training the organization on the Agile framework. I developed CRM web services to expose pre- and post-sales automated marketing communication to sales and marketing teams.Creating an end-to-end customer life cycle through process automation services, potential customer conversion and customer satisfaction increased. Cost savings achieved through automation and improved processes resulted in a net margin of 53%.Working with product managers, I defined and prioritized product features and managed individual engineer workload. Meeting with senior leadership and other stakeholders, I presented key performance indicators (KPIs) and high-level project roadmaps.

I was hired as the second member of a new software development team. We were tasked with gathering business requirements and providing a CRM solution to enable increased sales revenue through process improvement and managing new clients and strengthening relationships with existing customers.I was actively involved in designing, developing, and deploying the CRM, built on the Ruby on Rails platform with jQuery. To reduce cost, the application was launched internally on virtualized application servers, load balanced with NGINX. The initial CRM rollout helped increase annual sales 18% and cut fulfillment costs 6%.

I joined a team whose charter was to create an identity management service (IMS) for creating and maintaining unique identifiers for members of the Church of Jesus Christ of Latter-day Saints and related non-members, both living and deceased. Initially, I was involved in gathering business requirements from the service consumers, primarily the Family History Department.In development, I worked primarily on the authentication and role-based authorization component. The application, developed in Java using a Spring IoC framework and JSP frontend, provided an administration portal to manage permissions based on organization role.Once rolled out, the IMS service and administration portal enabled Family History and other apps to provide SSO and centralized authorization for users. It removed redundancy from other applications saving time and associated cost, while providing an improved user experience.