Resume

Experience.

A rundown of my professional background. For references and more detail, find me on LinkedIn.

Summary

Experienced IT professional with a strong background in technical strategy, system administration, and customer experience. With a decade of experience spanning IT operations, technical leadership, and customer support, I excel at bridging the gap between technology and user needs. Skilled in system migrations, process automation, and knowledge management, I bring a collaborative and data-driven approach to improving user experience and operational efficiency. Passionate about fostering cross-functional relationships, mentoring teams, and implementing solutions that drive long-term success.

Experience

Jan 2026 - Present

IT Support Manager

Artivion - Kennesaw, GA

Just getting started here - more to come.

Apr 2025 - Jan 2026

System Operations Manager

ViaPlus - Austin, TX

  • - Oversaw day-to-day Back Office System operations and Customer Service Center applications
  • - Served as SME on business rules integration and system output validation
  • - Led Root Cause Analysis for major incidents, improving stability and efficiency

Jan 2023 - Jan 2025

Senior Technical Program Manager

Visa - Austin, TX

  • - Migrated 10,000+ devices to Jamf Pro Cloud with 99.9% availability and minimal user disruption
  • - Built and managed an 8,000+ member technical community with 70% monthly engagement
  • - Introduced AI-powered solutions including Microsoft Copilot to enhance self-service capabilities
  • - Delivered 15+ major user experience improvements per year driven by real user feedback

Sep 2021 - Jan 2023

System Engineer

Visa - Auckland, New Zealand

  • - Led integration of Fraedom users into Visa systems, transitioning 500+ global users
  • - Mentored a team of three technicians, improving resolution time by 30%
  • - Developed a knowledge base reducing onboarding time for new hires by 50%
  • - Led incident responses with 95% SLA adherence and 99.9% system uptime

Jan 2017 - Apr 2021

IT Support Technician

Fraedom - Auckland, New Zealand

  • - Provided IT support for 400+ global employees across macOS and Windows
  • - Reduced recurring tickets by 40% through video tutorials and documentation
  • - Cut software deployment setup time by 60% through automation

Apr 2015 - Dec 2016

Customer Care Supervisor

Fisher & Paykel - USA

  • - Led a team of 25+ support representatives
  • - Managed high-level customer escalations and coordinated global product returns

Certifications

Jamf Certified Tech

Change Management Practitioner

ITIL 4 Foundation