Micrographics Intern September 1991 – May 1998
Mertec Micrographics & MicroImaging, UK
- Advanced through progressively responsible roles, from junior technician to Office Manager, overseeing site operations and a production team of fifteen.
- Spearheaded the technical transition from microfilm to modern document scanning, managing hardware setup and software configuration.
- Managed the full production lifecycle, including quality control, budgeting, and onsite client training.
Operations Manager – Oil and Gas Contract May 1998 – October 1999
International Development Company (IDC), Abu Dhabi
- Managed large-scale technical document capture and classification for refinery operations, ensuring 100%
data integrity for mission-critical engineering sets. Liaised with engineering groups to manage transmittal of engineering documents to production areas, managing mission-critical engineering sets for refinery and energy operations.
- Delivered project completion 120% ahead of estimated timelines through rigorous process optimization and proactive troubleshooting.
- Provided direct executive-level reporting to the main contractor, managing project scope, throughput statistics, and phase completions.
- Oversaw full-cycle site operations, including staff recruitment, technical hardware/server maintenance,
equipment trouble shooting and the decommissioning of production offices.
- Engineered technical workarounds for production staff to eliminate downtime and maintain continuous operation in a high-volume, production environment.
European Support Manager May 2000 – May 2004
MITEK SYSTEMS Ltd, Hampshire, UK
(MITEK SYSTEMS Ltd formerly known as ITEC Business Systems Ltd)
- Directed end-to-end customer support operations from pre-sales consultation through postsales implementation for a diverse international client base.
- Architected and deployed custom document management solutions for organizations ranging from small businesses to national-scale implementations.
- Served as the primary technical liaison between European end-users and the US-based corporate office to drive product development and bug resolution.
- Facilitated high-level solution demonstrations for management teams, translating complex business requirements into detailed implementation plans .
- Authored comprehensive technical guidebooks and training documentation to ensure seamless client transitions to new imaging technologies.
Technical Support Specialist October 2004 – October 2022
iKAN Software, Houston, TX (Virtual Office)
- Workflow Automation: Collaborated with development teams to architect and deploy enterprise-level data capture solutions using ABBYY FlexiCapture, maintaining high-accuracy technical data traceability.
- Standardized Controls: Developed and implemented standardized filing procedures and metadata tagging schemas, improving document retrieval time by upwards of 50%.
- Stakeholder Liaison: Defined technical baselines for complex systems by gathering multi-level stakeholder requirements and producing detailed Statements of Work (SOW) for cross -industry clients.
- Information Security: Managed permissions and security protocols for sensitive documents,
providing expert-level training to client administrators on managing secure document access.
- Training & Documentation: Authored comprehensive technical guidebooks and delivered enduser training to all organizational levels, from processing staff to executive leadership, ensuring high adoption of new technologies.
- Customer Support: Provided front line technical support to customers. Both in person and remotely working closely with end users and technical teams. Expert user of remote desktop tools. Oversaw and administered the roll out of Zendesk – creating the end user interface and the FAQ sections for all users.
I.T. Specialist October 2022 - Present doc2e-file Inc, Houston, TX (Hybrid)
- Compliance Architecture: Led the development of a SOC 2 Type 2 program, establishing rigorous data integrity and process controls for technical audits.
- Public Sector Records Management: Managed document lifecycles for Local Government agencies in strict compliance with state and federal record retention guidelines. Worked with public sector business to create document deletion policies within the DocuWare framework.
- System Mastery: Served as Lead SME for DocuWare; earned DTE, DSP, and DSE certifications to optimize document workflows and information access and support both internal needs and external customers.
- Security & Access: Optimized internal security through SSO and managed secure cloud environments to protect sensitive client information.
- Internal I.T.: Worked closely with various teams to optimize operations. Suggested change and updates where required – sticking closely to SOC2 policy and procedures.
- Customer Support: Served as level 1 and level 2 customer support offering rapid response to customer requests. Diagnosed and fixed issues where possible and escalating to level 3 (Manufacturer) when needed. Acted as customer advocate to
Manufacturer for support and feature requests
