Experience

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  Tribevest

  • United States
  • Software Development
  • 1 - 100 Employee

  • Director of Support Operations & Automation

    • Jan 2024 - 5 months

    Columbus, Ohio, United States • Internal Automation: Rebuilt internal tooling to improve support investigation times by 58.7% through data connectivity and external linking. • Data Reporting: Created automatic reporting using specific data points to implement proactive support lines. • Product Engineering: Ran a daily stand-up to provide context and feedback for CX improvements with the Engineering team. • Customer Support: Answered the customer support inbox daily during the transitional period leading to hiring… Show more • Internal Automation: Rebuilt internal tooling to improve support investigation times by 58.7% through data connectivity and external linking. • Data Reporting: Created automatic reporting using specific data points to implement proactive support lines. • Product Engineering: Ran a daily stand-up to provide context and feedback for CX improvements with the Engineering team. • Customer Support: Answered the customer support inbox daily during the transitional period leading to hiring new service agents. • Incident Response: Built Tribevest's first formal incident response framework and provided recommendations for future expansions. Show less

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  Klobotech

  • Sole Employee

    • Jun 2006 - 18 years

    Columbus, Ohio Area Self owned company installing home computer networks and other small-scale projects including computer hardware installation, software optimization, or general wire pulling and electrical fixture installation.

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  BillGO

  • United States
  • Financial Services
  • 200 - 300 Employee

  • Payment Integrations Engineering Team Lead

    • Oct 2022 - Nov 2023

    Gahanna, Ohio, United States • Effective Team Management: Led and managed a diverse team of 12 engineers and 3 contractors across three distinct payment products, fostering a culture of collaboration and quality. • Scaling Billing Integrations: Managed and maintained a vast network of billing integrations, numbering in the thousands, improving their reliability and scalability. • Cross-Team Collaboration: Actively collaborated with data, platform, and API teams, effectively transforming billing friction into… Show more • Effective Team Management: Led and managed a diverse team of 12 engineers and 3 contractors across three distinct payment products, fostering a culture of collaboration and quality. • Scaling Billing Integrations: Managed and maintained a vast network of billing integrations, numbering in the thousands, improving their reliability and scalability. • Cross-Team Collaboration: Actively collaborated with data, platform, and API teams, effectively transforming billing friction into successful integrations. We maintained an average success rate of 88.5%. • Data-Driven Prioritization: Introduced and implemented data analytics-based prioritization processes, positively impacting the way work was managed. By leveraging data insights, we improved the team's efficiency, enabling more strategic targeting of projects.

  • Partner Automation Technical Lead

    • Jun 2022 - Oct 2022

    Gahanna, Ohio, United States • Team Building and Process Development: Established and nurtured a brand-new technical team, crafting processes and best practices from the ground up. In a span of just four months, developed a solid foundation that facilitated a seamless integration of the team into the Payment Integrations engineering group. • Collaborative Integration: Successfully orchestrated the merger of the Partner Automation team into the Payment Integrations engineering group.

  • Payment Automation Specialist III

    • Mar 2021 - Jun 2022

    Gahanna, Ohio, United States • Streamlined Payment Automation: Proficiently troubleshooted incomplete payments, meticulously analyzing the process to identify and rectify issues. • Cross-Functional Collaboration: Acted as a bridge between diverse engineering groups, proactively tracking and resolving systemic issues impacting payment processing. Regularly facilitated communication, fostering a cohesive environment. • Efficient Ticket Management: Spearheaded the management of Jira ticketing for higher-level… Show more • Streamlined Payment Automation: Proficiently troubleshooted incomplete payments, meticulously analyzing the process to identify and rectify issues. • Cross-Functional Collaboration: Acted as a bridge between diverse engineering groups, proactively tracking and resolving systemic issues impacting payment processing. Regularly facilitated communication, fostering a cohesive environment. • Efficient Ticket Management: Spearheaded the management of Jira ticketing for higher-level engineering teams responsible for payment automation.

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  American Electric Power

  • United States
  • Utilities
  • 700 & Above Employee

  • Engineering Data Analyst IT Support

    • Feb 2018 - Feb 2020

    New Albany, Ohio Apex Systems LLC Contract • Resolved data integrity issues, improved operations, and provided tailored employee support. • Led development of automated Capital Asset Submission Form, resulting in 20% increase of first-pass data quality. • Worked with electrical engineers to understand needs and improve effort spent creating submission forms. • Drove operational improvements which resulted in increase of data accuracy and employee satisfaction.

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  L Brands

  • United States
  • Retail
  • 700 & Above Employee

  • Stores Tech Support Tier I Analyst

    • Oct 2017 - Feb 2018

    Columbus, Ohio, United States DataField Technology Services Contract • Handled 10-15 calls per hour to address stores' technical issues and operations procedure inquiries • Coordinated delivery of replacement equipment and on-site repair technicians • Elevated high-cost outages for emergency repair via coordination of multiple departments

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  Starbucks

  • Barista

    • Apr 2017 - Sep 2017

    Blue Ash, OH • Maintained supply levels in counter and customer areas to meet typical demands • Recommended products based on a solid understanding of individual customer needs and preferences • Cultivated ability to recall customers' names and unique orders each by memory