Service Management Office Lead · Tessenderlo Kerley · 2023 to 2025
Raised incident SLA compliance within the first year by replacing informal triage and escalation with a visible, repeatable operating system.
Service-level agreement compliance on a common 0 to 100% scale
Baseline
76%
Within year one
96%
+20 percentage points. Rebuilt triage and escalation, made performance visible, and coached the team against a shared operating rhythm.
My contributionWorkflow design · KPI reporting · team coaching · escalation ownership
ITSM
SLA management
Leadership
02Team and operating model
1 → 15
Global support at scale
Help Desk Manager · Nextiva · 2016 to 2022
Grew the help desk from one person to fifteen. Built the team, processes and reporting to support company growth from 200 to 2,800 employees across multiple countries while maintaining daily service and primary ownership of P1 and P2 incidents.
Two distinct measures of growth
Company employees200 → 2,800
Help-desk team1 → 15
The measures are shown separately: company growth provides operating context; team growth is my direct leadership result.
My contributionHiring · process design · service metrics · multi-country operations
Service delivery
People leadership
KPI reporting
03Infrastructure modernization
1,000+
Three programs, one global fleet
Service Management Office Lead · Tessenderlo Kerley · 2023 to 2025
Delivered Windows 11, Zscaler and AV infrastructure programs for users across the US and Mexico, on time and within budget.
Three programs delivered across one 1,000+ user fleet
Windows 11Endpoint migration
ZscalerZero-trust deployment
AV infrastructureInfrastructure refresh
All three programs were delivered on time and within budget across the US and Mexico.
IT Leader · Eastside Exterminators · 2026 to present
Created a team-facing home for runbooks, procedures and current platform state so operational knowledge is available without depending on one person.
Conceptual internal operations structure
RunbooksHow work is done+ProceduresWho owns each step+Platform stateWhat needs attention
Conceptual structure only. The live dashboard and company data remain restricted.
My contributionInformation architecture · documentation · operational tooling
Runbooks
Platform health
Continuous improvement
Internal case study · no private data published
Tools I built
05SaaS governance
Usage · spend · access
saasguard
Creator and developer · independent build
Built a consolidated view of SaaS usage, spend and accounts that remained active after offboarding when no existing product answered all three questions.
Conceptual interface · I used fabricated demo names and totals, so no company or employee data is shown.
Usage, spend and access signals converge in one review queue.
Exceptions identify the next operational action.
Microsoft Graph and Microsoft Entra ID supply the underlying signals.
My contributionProduct definition · data model · application development
Turned desk assignment across multi-floor hybrid offices into a visual source of truth with reassignment history and room to scale beyond a spreadsheet.
Public interface capture · I designed, engineered and deployed the independent product.
The floor plan is the working surface, not a separate attachment.
Seats and dimensions stay visible in the same planning view.
Assignment history replaces a fragile spreadsheet handoff.
My contributionProduct design · front-end engineering · deployment
Built a public collection tracker for DC's Absolute line covering every series, issue and cover variant, with release dates, pull-list subscriptions, owned/missing filtering and import/export.
Public preview capture · I designed and built the independent product.
Collection totals give an immediate progress readout.
Series and release views answer different collection questions.
Ownership, upcoming releases and estimated value share one model.
My contributionProduct design · front-end engineering · authentication · data modelling
Creator and developer · built and run for a Kenmore pub
Built and operate the pub's public site: hours, lineup, and an "On the big screen" board that pulls Seahawks, Huskies, Mariners, Kraken and full NFL-week schedules live from ESPN, with a static fallback so the page never shows an empty slate.
Public site capture · I designed, built and run the site for the pub.
Game schedules come live from ESPN, with a static fallback at build time.
One page answers the three questions a visitor has: when, what's on, what's pouring.
Hours, lineup and tap list sit on one page a phone can read at the bar.
My contributionProduct design · React Server Components · ongoing operation
Creator and developer · independent build, run at heavensfence.com
An unofficial guide to The Amory Wars, the concept-album saga behind Coheed and Cambria, built so a new listener can explore characters, terms and story beats without being spoiled: every entry is gated to how far the reader has gone. Static HTML, CSS and vanilla JavaScript with no build step and no dependencies; tests run on Node built-ins, and a content check validates every entry. Artwork is used with the rights holder's written permission.
Public site capture · I designed, built and run the guide; artwork used with the rights holder's permission.
Every character, term and beat is gated to the reader's chosen progress.
No build step and no dependencies keep the site portable and cheap to run.
A content check and Node built-in tests pin the data before each deploy.
My contributionInformation architecture · spoiler-gating model · content research · interactive map · tests
