Driving Excellence
Reduced time to productivity by 12%
Led teams to 4.7 CSAT
Ranked top-performing site for 12 consecutive months across every KPI benchmark
Prepared monthly deliverables for multiple billion dollar government contracts
Super Bowl commercial cameo
Co-founder, producer,
and event managerÂ
3-day music festival
2009-2014
MeadowGrass
Music Festival
Co-founder, producer,
and event managerÂ
3-day music festival
2009-2014
Event Management
Co-founder, producer,
and event managerÂ
3-day music festival
2009-2014
MeadowGrass
Music Festival
Co-founder, producer,
and event managerÂ
3-day music festival
2009-2014
Co-founder, producer,
and event managerÂ
3-day music festival
2009-2014
Co-Founder
Producer
​
Microsoft Support Operations Lead
Subject Matter Expert
TeKnowledge Ops, Inc
Recognized for patience, leadership, and disciplined execution — resolving high‑risk escalations, coordinating stakeholder communication, and maintaining 99% SLA adherence while overseeing case health for up to 60 engineers across four U.S. teams. Drove major operational improvements, including a 70% reduction in aged backlog, achievement of a 4.7/5 CSAT goal for the first time in five years, and an 18% drop in escalations through AI‑driven case‑health analysis. Ranked top‑performing site for 12 consecutive months by implementing scalable training systems, authoring playbooks, and building a readiness knowledge base that reduced time to resolution by 15% and global ramp time by 12%. Led enterprise ringfence operations, scaled support during crisis‑level volume spikes, mentored technical leaders, and managed a two‑year global project to overhaul process documentation.
October 2021-December 2025
Technical Lead
TeKnowledge Ops, Inc
Served as escalation lead and technical expert for a 20‑engineer support team, driving cross‑functional issue resolution, documentation improvements, and user‑feedback loops. Recognized as a Modern Billing Expert while onboarding 100+ enterprise customers to MCA‑E and maintaining team performance through daily case reviews and backlog oversight.
February 2020-December 2021
Microsoft Cloud Support Engineer
TeKnowledge Ops, Inc
Provided front-line support for enterprise, startup, SMB, and nonprofit customers supporting SaaS billing and subscription issues across Azure platform. Resolved issues related to resource deployment, API integration, data inconsistency, authentication and access. Reconciled large data sets, analyzed usage and benefit allocation.Â
September 2018-February 2020
FinTech Analyst
Summit Technical Solutions
Accountemps
Prepared monthly deliverables and built executive presentation slide decks for multiple billion-dollar government contracts, using Excel to filter, pivot, and transform complex datasets and visualize insights through charts and graphs.
October 2017-May 2018
Operations Director
La Foret CRC
Provided oversight of business operations and generated $500K+ in new revenue for capital improvements through fundraising, grant writing, and donor base growth. Managed employee lifecycle from recruitment to retirement for up to 30 full-time and seasonal staff, processed payroll, and maintained employee records ensuring regulatory compliance and confidentiality.
November 2004-November 2014
Certifications
Leveraging Generative AI in Finance & Accounting
Certificate ID: 3b4d4e013c754e28f0e67e604bdd06234402ca8fddcfd5136ea6dbf497738574
Intro to Service Management with ITIL® 4
Certificate ID: 502f86a454b7eb82c01623c8e0c7de4324d092785d99045ec3ae06ae0c57fe3b
Achievements
Most employees will meet clearly communicated, accountable expectations — a small minority will struggle even with support, and another group will exceed expectations on their own drive. If that's true across the board, the variable isn't effort — it's expectation: what are you setting, and how are you driving it?
Knowledge matters. Ability to effectively share knowledge and teach understanding beyond information on a screen was developed through extensive study of Adult Learning Theory and how people think, and grounded in deep expertise in cloud architecture. Experienced building and managing a scalable learning platform and promoting a culture of learning and environment for knowledge sharing.
Looking beyond the line graphs tracking metrics in a performance dashboard. Digging deep into the numbers to uncover the hidden patterns that others miss and surfacing insight that matters. Relating patterns to behaviors to see "behind the scenes" of the story told by the numbers, and using this insight to drive outcomes and deliver results.
