Director of Operations at Leading IT (2026-04 – 2026-06)
- Oversaw the helpdesk, service, and field teams, keeping CSAT scores and SLA commitments on track
- Rebuilt ticket flow and escalation paths so techs spent less time chasing down the right person for the right issue
- Tracked engineer utilization and staffing needs to keep the right people on the right projects
- Managed vendor and hardware supplier relationships
- Evaluated the cost and value of PSA/RMM tool options
- Mentored team leads and managers to help them run a tighter, more consistent service operation
- Wrote and launched the company's first time-tracking procedure, standardizing how techs logged time
Service Manager at Sundog IT (2023-08 – 2026-03)
- Ran day-to-day service operations, holding the team accountable to delivery standards, KPIs, and client SLAs
- Set quarterly and annual Rocks and ran Level 10 meetings as the team's EOS practitioner
- Maintained best-in-class service gross margin through regular utilization reviews and overhead reduction
- Cut client ticket volume by 40% by tracing a recurring issue to its root cause and resolving it company-wide
- Built real-time KPI dashboards in Power BI and BrightGauge so leadership worked from current numbers instead of month-old reports
- Trained staff, managed performance, and worked one-on-one with staff on employee development
- Owned client billing end to end, keeping it accurate to contract
- Worked daily across ConnectWise, IT Glue, MSPCFO, BrightGauge, Power BI, Copilot, and UKG
- Ran the culture club and helped produce company wide events for team bonding
Acting Director of Operations at Sundog IT (2023-08 – 2025-01)
- Helped write and roll out the company's first company-wide Time Entry Best Practices SOP, standardizing time entry across all engineers and enabling centralized billing
- Coordinated several corporate-mandated platform migrations across departments, keeping service disruption to a minimum
- Sat on the centralized compensation committee, helping design the org-wide bonus structure
- Took ownership of company-wide initiatives from planning through rollout, keeping projects on deadline
- Worked directly with executive leadership to translate strategic priorities into plans teams could execute
Dispatcher at Sundog IT (2022-08 – 2023-08)
- Ran the service desk day-to-day: triaging requests, routing tickets, scheduling engineers, and monitoring queue health in ConnectWise
- Reviewed time entries daily for correct coding before invoicing
- Balanced engineer workloads each day to keep response times down and utilization up
Reception Coordinator at Animal Medical Clinic (2020-06 – 2022-08)
- Maintained operational databases and produced recurring financial reports for clinic leadership
- Designed and implemented standardized client intake protocols, improving consistency and throughput
- Partnered with IT to resolve technical issues affecting clinic systems, minimizing disruption
- Developed and rolled out the new-hire training program
- Handled high-stress client interactions with professionalism and care during a demanding period for the practice
Catastrophe Logistics Specialist / Hotel Resolution Specialist at ALE Solutions (2018-10 – 2020-03)
- Coordinated high-volume, time-critical logistics operations in active disaster markets under strict deadlines
- Led cross-departmental root cause analysis and built preventive procedures to eliminate recurring operational errors
- Managed vendor relationships and resolved billing disputes, protecting revenue and preserving long-term partnerships
Event Coordinator at Blumen Gardens (2016-08 – 2018-06)
- Managed planning and execution of corporate events, fundraisers, and private functions, coordinating vendors, permits, budgets, and logistics from start to finish
