Experience

Service Desk Specialist I

September 2025 - Present
Abacus Solutions Group LLC
  • Handle and resolve 25–50 service desk tickets per day, ensuring timely and accurate support for FAA personnel.
  • Diagnose and troubleshoot network connectivity, workstation, and peripheral issues for both on-site and remote FAA staff and facilities.
  • Administer and maintain Active Directory user accounts, security groups, and group policy configurations to support agency access requirements.
  • Collaborate with subject matter experts to escalate and resolve complex ServiceNow requests, interactions, and incidents in compliance with FAA service standards.

Director of Operations

2023 - 2025
Peak Community Health
  • Oversaw operational processes contributing to $120,000+ in monthly revenue, optimizing systems to support sustainable growth and service scalability.
  • Managed Google Workspace administration for 147 employees, ensuring seamless user access, data security, and compliance across all organizational units.
  • Maintained and audited credentialing across multiple EHR platforms, ensuring 100% HIPAA compliance with internal and third-party software systems.
  • Designed and launched a custom internal HR platform to streamline caseload distribution and improve visibility over 450+ assignments.

Digital Transformation Consultant

October 2015 - March 2022
Lilius
  • Managed multiple projects end-to-end, typically running 3–8 concurrent client engagements and completing 90%+ on schedule.
  • Wrote simple SOPs and trained 5–25 staff per client on new tools and processes; increased adoption and reduced repeat questions/tickets by about 15–30%.
  • Implemented eCommerce storefronts (product setup, payments, shipping/tax rules, domain/DNS) enabling clients to start selling online in 1–4 weeks.
  • Built and launched 10-20 multi page websites per year and refreshed legacy sites; improved speed/SEO basics and increased inbound leads by 10–25% within 60–90 days.