CO-OWNER, PRODUCT MANAGERRight Care Dental (2 locations) | May 2019 – Present• Product Manager – Audience demographics, campaign implementation, variant analysis, pivot & opportunity/risk assessments, keeping what works document and iteratively enhancing what doesn’t.• Coach/ Mentor: Train, Inspire, and manage employees to produce and achieve company KPIs/goals• Training – Supply documentation; including step-by-step protocols to reduce errors while maintaining version control.• Collaborate with medical practitioners to ensure delivery times meet scheduled demands.• Lead monthly, quarterly meetings to ensure financial and operational goals (predefined metrics) are being met. Accomplishments: Started two dental practices, maintaining profitability during the pandemic. Implemented a third revenue stream through efficient marketing garnished from my previous agencies. Initialized ventures based on the success of the strategy implemented via my primary business.PARTNER, AUTOMATION ARCHITECTAOTGM | May 2019 – Present• Technical Support: Varying from database queries to bug fixes within the business and consumer automated workflows• Application automation services utilized: Zapier, Go-High-level, Google Sheets, Airtable, Slack, use of AI Bot training, and APIs as needed.• Data Warehousing – Define and elevate visibility for KPIs within a client’s organization to their respected managers and/or stakeholders• Automation development: Develop automated workflows that communicate to potential patients and staff. Utilization of in-house applications as well as SAAS-based. • Lead financial, retrospective reviews, performance reviews with multiple members of different departments both internally and externally with client managers and/or stakeholders.Accomplishments: Average increase in client database reactivations were averaging 20%-45% in an increase of revenue with a minimum of 200% ROI at any given month.

• Fully designed, implemented, and migrated the enhancement, support workflows from Version One & HP QC a new instance of JIRA (Cloud version)• Jira Admin: Managed over 10 Agile Teams/Projects and provisioned over 200 licenses (users).• Business Analyst in support of Celebrity Marketing to identify opportunities for improvement in business operations and processes.• Scrum Master for the eCommerce, Digital Marketing Team and designed their workflows | daily operations.• Trained all scrum members of the team which includes but is not limited to; QA, Developers, UX Designers, Product Owners, Content Providers, and more, to efficiently work together in the release of new “builds” bi-weekly (sprints) utilizing both Kan-Ban and Agile delivery systems designed by me. • Lead bi-weekly migrations for content (CMS), development, Akamai, and QA teams. Responsible for the stability of applications post-migration.• Managed, enhanced, and maintained multiple workflows for multiple teams in support and enhancement using Kan-Ban and Scrum formats.• Open Jira requests for new enhancements and support defects.• Deliver Weekly/Monthly communication updates to stakeholders and other product owners.• Worked with multi-layered development environments including dev1, dev2, pre-prod, preview, and prod.• Monitored site performance utilizing Dynatrace and AWS CloudWatch tools.Accomplishment: Led (PM, UI/UX, and Product Owner) the creation of a “Check-In” process on desktop/mobile to expedite the process and decrease wait times at the gate. Application expanded to contactless with facial recognition capabilities, with a global team of 25 multi-stack developers and a budget of $22 MM. Resultant in a decrease in customer wait by over 75%; increase satisfaction by 50%.

• Application Admin: Provisioned on-boarding and termination user accounts for multiple application platforms• Created SOPs (Standard Operating Procedures) to define critical processes for critical claim systems.• Technical Support: fixed or routed support tickets to appropriated allocated resource managers • Defect management using Tri-Active. Accomplishment: HealthCare Reform - Amisys Advance 6 Upgrade (Claims Applications), ServiceNow Implementation (Workflow Management), StepWise Upgrade (insurance sales)Collecting and analyzing the project’s business requirements and transferring the same knowledge to the development team.Evaluating the data collected through task analysis, business process, surveys, and workshops.Providing suggestions to the development team during the development stage of the product to meet the client’s business needs.Preparing accurate and detailed requirement specifications documents, user interface guides, and functional specification documents.Communicate with external clients and internal teams to deliver product’s functional requirements like screen, interface, and GUI designs.Documenting the acquired results of analysis and workflows as well as obtaining sign-off from the appropriate client.Designing and executing the test scripts and test scenarios.Coordinating with the groups of the business units who test, validate, evaluate new applications and functions, and determine issues in services and software.Managing any change requests related to the working project plans daily to meet the agreed deadlines.

Provide moderate to advanced-level technical support to customers needing assistance with Active Directory account administration, distribution of software, hardware and software troubleshooting, remote access, VPN support, and service / support request entry via an Incident tracking system. If unable to resolve requests at first contact, collects and documents necessary information for appropriate escalation to the appropriate technical teams.