• Architect and stand up data warehouse for contact center data (Snowflake, Teradata).• Automate ETL pipelines error handling, retry loops, notifications, and quality checks from SQL queries, web scraping, emails, APIs, and shared/cloud drive data (Git, Python, SQL).• Design an automated, version-controlled monthly forecast process for the contact center (Git, Python, SQL).• Onboard and mentor senior analysts in Python and SQL.• Create version-controlled documentation process for analytics team to ensure business continuity (Git).• Plan process improvements for reporting visibility and improved colleague and customer experience around 'offline' contact center work.• Created temporary adhoc data pipeline from GCP to Snowflake to bring new contact center platform (Five9) data into data warehouse.

• Architect ETL pipelines from various data sources (SQL, scraped reporting, emails, etc.) into Teradata (Git, Python, SQL).• Develop Selenium scrapers for web-only data sources (Python).• Build data exploration and automatic anomaly detection tools for large time series data sets (Python).• Create new version control processes for a data and WFM team (Git).• Contact forecasting (Python, Prophet).• Build Python modules for convenience functions, wrappers, and convenience classes for use by data team (Python).• Create an automated ETL process for integrating data from multiple SQL sources into a Teradata data warehouse, significantly streamlining a large retail labor model and enabling monthly updates instead of annual manual revisions (Python, SQL).• Rewriting MySQL queries for a retail labor model to Teradata SQL dialect (SQL).

• Develop company website and web-based voice conversion product in Django and JavaScript (Python, JavaScript).• Front-end development for Stable Diffusion web interface for paid AI image generation (Python, JavaScript).• Enhanced features and UI of a Python application utilizing the Kivy UI framework (Python).

• Led Customer Care Operations team, focusing on enhancing efficiency and customer experience through streamlined processes, documentation, training, quality management, and cross-team coordination.• Refined Excel-based sales and payroll forecasting models for annual budget, achieving ±5% accuracy and meeting staffing requirements while maintaining efficient store operations.• Created automated contact center activity and KPI reports (Python).• Developed a sales forecast model using Prophet, incorporating historical trends and field team input for 250+ locations (Python).• Collaborated with executive leadership and store teams to align sales forecast and payroll models with business needs, ensuring clear understanding of workforce targets and model constraints.• Launched a post-contact survey process in NICE CXone, utilizing API calls to Salesforce Marketing Cloud for Alchemer email survey deployment.• Specialized in Customer Care forecasting and staffing modeling.

• Managed Contact Center Operations team, focusing on enhancing efficiency and customer experience through process improvements, documentation, training, quality management, and cross-team coordination.• Assisted in selecting a new Contact Center and WFO platform by conducting in-depth audits of 8x8, Genesys, Five9, NICE CXone, and RingCentral.• Supervised implementation of NICE CXone (ACD, WFM, QM, and CRM integration), handling design, configuration, training, and deployment.• Created automated contact center KPI reports (Python).

• End-to-end familiarity with the workforce management process from forecasting to scheduling (esp. with TotalView IEX).• Managed Contact Center forecasting, creating reports that streamlined the process and reduced manual labor (Python).• Optimized schedules based on forecast data, enhancing efficiency and consistently meeting SLAs.• Implemented automated data analysis and reporting to improve performance visibility, driving customer satisfaction growth (Python).• Delivered tech solutions to support new Contact Center processes.• Enhanced Serenova ACD platform setup for increased efficiency and customer experience.

Member of the product advice team that acts as point-of-contact for email support on technical product information for boating and waterlife supplies.• Developed relationships with vendors and internal departments to improve access to product information.• Acted as a technical and training resource for the Contact Center on our contact center platform, PowerReviews, and product research.• Answered complex product information questions from customers on a variety of boating-related topics.

Retail book sales, concern and complaint resolution, training and supervision, facilities maintenance (including electrical and IT), book restoration, marketing and customer outreach.• Developed store loss prevention procedures, trained staff, and successfully engaged shoplifters.• Proposed and planned credit card terminal upgrades and implemented IT and staff PCI compliance procedures. Upgraded company IT infrastructure, including selection of new server and networking hardware, wiring, and server setup. Evaluated and tested a VoIP upgrade to existing analogue telephones. Wrote documentation for new procedures and equipment.• Developed a special order system, to replace a 20-year-old DOS system, which uses a userscript on the Ingram ipage and Baker & Taylor Title Source 360 websites to communicate with a printing back-end. Open sourced to GitHub as Special Order Plus. (JavaScript, PHP)

Board member on the 5-person board elected by the Maemo Community. The Hildon Foundation was set up to handle the assets granted to the Maemo Community by Nokia after Nokia's acquisition by Microsoft.

Wrote weekly summaries and editorials on technology news, collaborated online with other writers and editors.

Three-term elected volunteer council representative on the Maemo Community Council. Including term on the inaugural council and a term as council chair. The Maemo Community Council serves to "represent the Maemo community's best interests, and to act as a community conduit for Nokia-generated information."Handled sensitive information from Nokia under NDA, including unreleased hardware prototypes. Involved with the redesign and re-branding of maemo.org in 2008. Provided administrative leadership and decision making. Helped build and maintain community services (including Bugzilla, MediaWiki, and Midgard CMS). Facilitated collaboration between various community contributors.