Resume
Director-level experience across support operations, AI, systems strategy, and business applications.
Experience
Support Operations Manager
Malwarebytes • 2024 – Present
- Own strategy and execution across support systems, AI, and content operations
- Lead teams across technical writing, systems administration, and support infrastructure
- Implemented AI-driven tools improving agent efficiency and customer satisfaction
- Drive alignment between support operations and organizational goals
Support Operations Lead
Malwarebytes • 2023 – 2024
- Led initiatives to redesign the support experience across channels and systems
- Implemented AI chatbot strategy reducing support cases by 60%
- Reduced response time by 12 days through workflow and system improvements
Senior Business Systems Analyst
Malwarebytes • 2022 – 2023
- Developed reporting frameworks and dashboards for leadership decision-making
- Increased agent productivity by 20% through performance analytics
- Led cross-functional alignment across customer and agent experience initiatives
Business Systems Analyst
Malwarebytes • 2019 – 2022
- Redesigned support systems across chat, phone, ticketing, and web
- Reduced resolution time by 9 days through workflow optimization
- Delivered reporting, insights, and system improvements across support operations
Systems Analyst – Sales Operations
PSCU • 2016 – 2019
- Expanded CRM usage across 17 departments, tripling system adoption
- Designed and implemented workflows to improve sales efficiency
- Built integrations and supported cross-functional system alignment
Salesforce Administrator
Various • 2012 – 2016
- Designed and implemented CRM systems supporting 400+ users
- Automated processes reducing need for 75% of call center workforce
- Built scalable workflows, integrations, and customer-facing systems
Core Areas
AI & Automation • Support Operations • Business Applications • CRM Systems • Workflow Design • Data & Analytics • Knowledge Strategy • System Integrations
Systems & Tools
Salesforce, Zendesk, Ada, Amazon Connect, Power BI, Looker, Snowflake, Jira, Domo, Pardot, LiveChat, ConnectWise, SQL, APIs, Automation Tools
Education & Certifications
B.A., Florida State University
Salesforce Certified Platform Developer • Advanced Administrator • App Builder
Power BI Data Analyst • Zendesk Support Admin • Lean Six Sigma
AI Agent Fundamentals • Harvard Leadership Training