In this role, oversee and control all aspects of the operation of a business franchise covering staff hiring, budget management, marketing, and ensuring efficient management of all tax returns.• Recognized as the largest franchisee in the DMA and made the Top Gun Franchisee list.

In this role, I develop, maintain and achieve the product strategy roadmap for all products including the ability to enhance products and support innovative solutions. Ensure products meet the need of the organization's members and external clients in collaboration with 6 cross-functional team leaders (supervising 5-6 people). Serve as the director to lead and coordinate priorities between operations and system development, bridge the gap between operations and technology, and develop/fix processes to ensure efficient operations.• Developed and implemented a review system that increased the • company's Google reviews and Facebook reviews by 300%.• Redesigned system to achieve better functionality by integrating best-in-class tax software system with features including document exchange/management, new dashboard, and client communication.• Streamlined processes and communication between strategic communications, product, and clients to support the company's product development direction, timelines, budgets, and sales revenue objectives.• Developed mobile app to ensure a smooth transition to online operation during the pandemic; created communication platform features including dashboard, document filing, and tax management.• Led software development process for numerous projects encompassing defining, designing, testing, and implementation, as well as continuous improvement of the system.• Resolved problems with slow response from offices by developing and implementing a mobile tax system enabling users to easily access the system, resulting to achieve 3x better and faster response.• Transformed operations to customer-centric by assessing problems, reorganizing processes, and implementing a customer management platform focused on a smooth and well- documented customer journey.

I contributed to enhancing IT operations and improving the network infrastructure of numerous clients and businesses throughout Central Florida. Conducted onsite visits to set up and maintain computer networks, assess technical needs, provide recommendations on building better systems, and implement technological solutions to solve business problems.• Served as Technical Writer in a computer classroom environment to prepare, review and maintain technical documents, including software and systems engineering, system operations, testing, and user testing.• Authored manual for the Department of Navy for an online classroom, involving traveling to the classroom on Base to take notes, and creating diagrams for maintenance and classroom use.• Performed as XML Tester to review, analyze, test, verify, and fix XML code for defense training software.

Developed and implemented security technologies and services enabling delivery of managed security services into a variety of simple to complex network environments. Collected and analyzed unknown software to determine threat risk of software, and created DAT files for removal of malicious files.• Installed and maintained Honeypot security analysis system from ground up; successfully implemented security tool to help computer systems defend against cyber-attacks.