I help businesses grow their revenue and stabilize their operations.With a broad skillset spanning technology, marketing, operations, and leadership, I offer thoughtful analysis and solutions to my clients' business problems.

I've been a landlord since 2019, so I partnered up with a couple of friends from the construction industry. Now we're buying and renovating properties in southwestern PA to lease and flip.I have no formal training in the real estate industry and this was my first multi-member LLC. Just more proof that we can accomplish a lot more than we think we can.It also helps to have a damn good network and team.

I was known primarily for my role in efficiently managing the escalation process between the support and engineering teams. With a strong focus on customer satisfaction and user experience, I championed optimized experiences not only for our customers but also for our employees. Leading a high-performing group of Tier 3 support engineers from 2018 to 2022, my team consistently achieved the top customer satisfaction, case quality, and knowledge scores across the global support team with my guidance.My responsibilities extended beyond leading a small team and managing the escalation process. I conducted over 100 interviews with candidates at every level of the support team, facilitating the hiring of over a dozen exceptional individuals. I played a key role in mentoring team members at all levels, influencing both triage staff, escalation engineers, management, engineering, and regularly coordinated the efforts of cross-functional teams. My insights were instrumental in resolving operational and personnel challenges in a speedy fashion. As a natural problem solver, I tackled challenges with detailed questioning and exhaustive technical analysis. Accepting "I don't know" was never an option. During my tenure, I refined every customer support process and template and initiated process improvements that contributed to the efficiency of other teams. My advocacy for establishing and refining SOPs was unwavering, particularly when there were any clear inefficiencies or drawbacks.As the first Tier 4 Engineer in the company's history, I leveraged the position to elevate the performance and efficiency of the entire team. My commitment to enhancing Panopto's products and company culture was relentless. Here are a few indirectly quoted reflections from some of my former colleagues that sum it up pretty well:"I wish I could clone you.""That support team was running like a well-oiled machine thanks to you.""You single-handedly saved the company on multiple occasions."

I built websites and applications for my clients with HTML, CSS, ASP 3.0, PHP, SQL Server, VBA for Microsoft Access, and Photoshop. I was able to leverage contractors to successfully launch new projects as my full time software support career flourished.This was where I started to really learn how to properly form and manage a business.

• Provided support to TSE I / II and other employees for escalations on demand.• Reviewed technical support cases for quality assurance and provided developmental feedback to technicians as needed with an emphasis on checking available departmental resources.• Facilitated escalations outside of the technical support department as needed.• Advocated for hotfixes as needed and validated issue resolutions internally before releasing to client environments.• Assisted clients with transitioning into the technical support process following their implementation phase.• Reviewed and approved system install and upgrade checklists and action items prior to execution of service work requests.• Created and updated departmental applications with VBA and PHP.• Rewrote preinstall checklist process and application to automate summary of requirements and recommendations to reduce the amount of time spent by engineers by 30 minutes on every upgrade.• Created and conducted application and procedural trainings.• Reviewed and approved all knowledge base articles and feature requests.• Participated in monthly on-call and shift rotation.• Performed TSE I / II duties as needed.

• Took the lead on high priority system upgrades• Mentored teammates on advanced troubleshooting techniques and best practices• Served as a subject matter expert for a new product and handled the most difficult issues including escalations to an integration partner• Continued TSE I duties

• Provided remote technical support to internal and external clients for TeleTracking’s integrated .NET applications on desktop, web, and mobile platforms in high-availability enterprise environments. • Isolated and resolved complex application workflow, configuration, and system issues.• Trained employees on TeleTracking applications and proper departmental procedures during and after observation sessions.• Identified software defects, established consistent reproduction steps, and submitted the issues for resolution.• Applied software hotfixes.• Drafted and submitted application enhancement requests per client requests.• Wrote technical documentation for the internal Knowledge Base.• Designed, scheduled, and conducted application training sessions for Technical Support employees.• Wrote step-by-step procedures for planning and executing service work requests.• Logged all case activity in BMC Service Desk Express.• Adhered to strict HIPAA and case documentation policies.• Worked shift rotations and overtime as needed.

I provided technical support for desktop and laptop hardware and software. I also debugged, rebuilt, and supported what became a beloved student resource and grade portal. After completing my coursework, I was handed responsibility for the administrative systems including a bookstore, scheduling system, and admissions records. I built some pretty nice add-on features like a data import from the new corporate CRM and printable room calendars at the school, program, instructor, floor, and room levels.The memory of all I had done there has faded, but the lessons I learned will stay with me for a lifetime.

Planned and taught courses in Web Design, VB.net, Access, and Excel.

Supervised operations of a help desk supporting over 500 students and faculty including over a half dozen computer labs with specialized configurations.Implemented a process requiring incident tracking in the corporate ticketing system, planned and executed hardware and software deployments, and remotely assisted team members across the region.

I did everything from website design and application development to hardware, software, and network setups and troubleshooting.Projects with backends that I built from scratch:• Online store and content portal for a local skate park• Customer relationship management system with an integrated storefront for an equipment repossession and sales company• Website with a custom content management system for a real estate development company

Created .net web applications and custom Microsoft Dynamics modules to digitize clients' pen and paper operations.

My first attempt at entrepreneurship!Actually, my first job. I handled all of the sales, billing, customer service, and most of the server management.It even got me out of the last half of my senior year of high school under the work-study program. Don't ask how I pulled that one off.I ended up caving under the pressure of being a college student and sold it for $600 to break even.And then I dropped out, but that's a story for another day.