76→96%
SLA compliance · Tessenderlo Kerley · year one
Turned an informal queue into a reliable service.
Rebuilt triage and escalation workflows, made performance visible, and coached the team against a shared operating rhythm.
01Selected results
Operational change
you can measure.
The work ranges from stabilizing daily service to scaling global operations. The common thread is a clear baseline, a system people can follow, and an outcome the business can see.
1→15
Help desk team · Nextiva · 2016–2022
Scaled support while headcount grew fourteenfold.
Built the team, processes and reporting needed as the company expanded from 200 to 2,800 employees across multiple countries.
1,000+
Users reached · Tessenderlo Kerley · 2023–2025
Modernized the fleet without losing momentum.
Delivered Windows 11, Zscaler and AV infrastructure programs across the US and Mexico, on time and within budget.
$5MIT spend managed
10US and Mexico team
150+SaaS tools governed
09Domains operated
02Domains
What I am accountable for, and what depends on it.
Select a domain to model its failure. Every domain that degrades downstream is marked. The count is derived from the dependency map rather than stated.
Select a domain to trace its dependencies
03Tools
Built where no product
met the requirement.
Each of the following began as an operational problem in one of my roles.
saasguard
Aircall had no single view of which SaaS applications were in use, what they cost, or which accounts remained active after offboarding. saasguard reads Microsoft Graph and Entra ID and reports all three in one dashboard.
Sanitized summary · no company data publishedFloorcraft
Desk assignment across a multi-floor office exceeds what a spreadsheet can hold once hoteling, hybrid schedules and multiple sites are involved. Floorcraft makes the floor plan the source of truth and tracks every reassignment.
slack-buddy
A conversational assistant for recurring IT questions that do not warrant a ticket. It answers within Slack, where staff already work.
The platform dashboard
Built for Eastside Exterminators so that runbooks, procedures and current platform state are available to the team directly. Documentation that requires a request to reach it does not serve its purpose.
Sanitized summary · no company data published04Experience
Sixteen years.
A wider operating scope.
The chart shows the full progression from frontline support to platform ownership. Four recent roles follow; the complete résumé carries every position and detail.
Drawn to scale. Select a role to jump to it. SiteLock and Nextiva ran concurrently.
What I work in
05Contact
Building or modernizing
an IT operation?
I bring hands-on technical judgment, calm service leadership and an operator’s focus on measurable results. Reach me directly through any of the following.