Developed a standardized KPI model for service operations including routing efficiency, call performance, and turnaround time metrics. Provided leadership with accurate, actionable performance reporting. Improved operational insight and decision-making.
I design and build automation-driven systems that connect applications, infrastructure, and people. My work spans LAMP development, enterprise integrations, telecom platforms, and long-term modernization initiatives—focused on reliability, scalability, and practical impact.
Developed a centralized campaign engine that triggers call workflows based on leadership-defined events. Enabled sales reps to participate in targeted outreach with automated reporting. Improved campaign coordination and accountability.
Developed a multi-department Call Board that unified call statistics across sales, service, customer care, and other teams. Added real-time talk-time tracking, call counts, and performance indicators to provide leadership with cross-department operational visibility.
Built a secure automated workflow to transfer documents directly from network scanners to SharePoint libraries.
Built a PowerShell-driven asset reporting system deployed via Group Policy to all Windows endpoints. Machines automatically report hardware and system data to a central MySQL database for real-time inventory visibility.
Integrated the new LazyBoy corporate SPOT data feed into AccuDash to replace the legacy ASAP reporting system. Ensured accurate data ingestion and compatibility with internal reporting workflows. Improved visibility into corporate performance metrics.
Implemented the first MultiWAN and multi-firewall configuration for enterprise redundancy. Coordinated with ISPs to secure IP assignments and validated failover reliability. Established the template for future deployments across all store locations.
