Support operations
Help desks, ticket workflows, escalations, knowledge bases, user communication, and service improvement.
Globally mobile · Authorized to work in Spain & the US · Open to relocation
Technology · Operations · Customer Support
I make technology and operations work better for people.
I turn operational needs into support systems, learning platforms, and technology programs that work for the people relying on them.
What I bring
01User-side empathy
02Operational discipline
03Clear communication
04Systems that last
“Leadership is about removing obstacles so others can do their best work.”
20+years across technology, support & operations
Service redesignclearer intake, triage, and follow-through
End-to-endownership from strategy through user adoption
Built to lastsupport and learning systems teams can sustain
How I help
Across the system.
Close to the user.
My experience spans the support desk, the classroom, the vendor table, and the leadership meeting. That range helps me see what a solution needs to work in real life.
Learning platforms
LMS implementation, course structure, training, adoption, curriculum conversion, quizzes, and learner support.
Implementation & onboarding
Practical project plans, stakeholder alignment, vendor coordination, documentation, and sustainable handoff.
Technology & operations
Cloud migration, device programs, service delivery, budgets, vendors, process design, and day-to-day reliability.
Selected work
Evidence, not adjectives.
These examples use verified career facts. Screenshots and additional artifacts will be added only when they can be shared safely.
01
Support transformation
From an untracked inbox to a managed help desk
Challenge
Requests arrived through a shared email inbox and walk-ups, with no reliable tracking or reporting.
My work
Implemented Freshdesk, analyzed real ticket patterns, designed intake and routing workflows, created a multi-category knowledge base, established reporting, and trained staff.
Result
A visible, accountable support operation with measurable service levels, a typical resolution time inside three days, and a growing library of published and ready-to-publish self-service content.
Explore verified evidence
Sanitized Freshdesk evidence
A private support library built from real demand.
The verified library included published Freshdesk articles plus additional completed content that had not yet been published. This reconstruction removes the organization’s identity and all user and ticket data.
01Ticket patternsRecurring support demand
02Content prioritiesHigh-value topics first
03Article standardRepeatable structure
04Published libraryOrganized self-service
Real demandTicket data shaped the priorities
StructuredContent organized around user needs
DeliveredPublished and ready-to-publish guidance
Troubleshooting library
Guidance designed to move someone from a reported problem to a useful next step.
These anonymized examples show the article structure, not private tickets or employer content.
Can't access a course or platform
Start with the user's role, account state, and where the access path breaks.
Next step: confirm permissions before changing settings.Need to share a file safely
Separate the document, audience, and permission level so the response fits the request.
Next step: give clear sharing steps and a verification check.A workflow is unclear or blocked
Turn a complex task into a short sequence with prerequisites, decision points, and escalation guidance.
Next step: resolve the common path and name the exception.Verified through the authenticated Freshdesk environment. Recreated without employer branding, private tickets, user records, or student information.
02
LMS & customer education
Turning curriculum into a usable learning experience
Challenge
Long-form curriculum needed to become a structured experience that learners and instructors could navigate confidently.
My work
Designed and deployed an eight-module staff technology course in Schoology, combining practical lessons, knowledge checks, completion logic, reference resources, and companion LMS activities.
Result
A portable SCORM 1.2 learning experience with bookmarking, progress, score, and completion tracking.
Explore verified evidence
Sanitized LMS evidence
A complete learning journey, designed for real deployment.
This course was deployed in Schoology for staff technology training at a K–8 charter school. The public reconstruction removes employer branding, private links, and organization-specific examples.
Orientation & support
Secure accounts, support habits, and knowledge-base use
Windows essentials
File management, organization, and everyday tools
Cybersecurity
Phishing, MFA, account safety, and safe handling
Google Workspace
Drive, collaboration, sharing, and productivity
Microsoft 365
Documents, data, presentations, forms, and Teams
LMS instruction
Course structure, activities, assessments, and feedback
Classroom tools
SSO, classroom management, display, and support
Completion
Reflection, credentialing, and next-step support
Practical lessons + knowledge checks
Each module combines applied instruction with a mastery check before completion.
SCORM 1.2 tracking
Bookmarking, progress, score, and completion status allow the course to report back to the LMS.
Native Schoology companion work
Discussions, assignments, assessments, badges, and gradebook activity extend the SCORM learning path.
SCORM 1.2BookmarkingKnowledge checks80% mastery thresholdCompletion tracking
Open the interactive course demonstration Verified as deployed course work. No enrollment, completion, learner-performance, or adoption metrics are shown because those reports have not been retrieved.
03
Knowledge systems
Turning scattered documentation into dependable self-service
Challenge
Routine questions repeatedly consumed support capacity and slowed answers for staff.
My work
Organized manuals, documentation, resolved issues, and institutional knowledge into a searchable support resource with a conversational interface.
Result
Faster self-service answers and less routine demand on the support channel.
04
Technology operations
Modernizing systems without disrupting the work
Challenge
A growing school environment required reliable infrastructure, clear vendor ownership, and technology that worked for teachers and students.
My work
Led technology planning, budgeting, E-Rate funding, device lifecycle, vendor relationships, LMS implementations, and an on-premises-to-Azure migration.
Result
More reliable school-wide operations, clearer ownership, stronger adoption, and technology better aligned with teaching and learning.
05
Service improvement
Making field support more reliable
Challenge
A distributed school-photography workforce depended on timely support for revenue-critical picture days.
My work
Redesigned intake, triage, resolution, knowledge resources, and communications for a distributed field workforce and corporate teams.
Result
A more dependable support experience with clearer service continuity and stronger customer confidence.
06
Digital platforms
Building digital operations for mission-driven brands
Challenge
Growing wellness and event organizations needed connected websites, learning, commerce, ticketing, and communications—not isolated pages.
My work
Collaborated with the Weflection app-development team, rebuilt the learning experience in LearnWorlds, and supported the public web and platform presence alongside digital work for TNP Wellness and Dirty South Yoga Fest.
Result
A connected learning and public-platform foundation with structured course delivery, user pathways, and supporting digital operations.
Explore the platform experience
Weflection platform map
A connected experience for schools, families, and learners.
Weflection is a live public platform supporting youth wellness through structured learning and support pathways. This portfolio view focuses on the platform journey rather than private user data or unverified business outcomes.
01School or homeA clear entry point for the audience
02Guided learningStructured content and activities
03Practical supportResources designed for use
04VisibilityProgress-oriented platform experience
Designed work
Visual communications created for real programs and audiences.
Selected pieces are shown in full so the visual decisions, information hierarchy, and audience can be seen without cropping.
WeflectionExplore the LearnWorlds experienceTNP WellnessVisit the public platformDirty South Yoga FestVisit the public festival site
Explore the Weflection platform map Public-platform framing only. Individual contribution details and private performance data are not shown in this reconstruction.
Career perspective
Provider side.
Buyer side.
User side.
My career started in field service and supply chain, moved through Apple, Sage, enterprise healthcare support, and help desk leadership, and then spent eight years inside a K–8 school—first as a classroom teacher, then as Technology Specialist and Technology Manager.
That progression matters. I have supported the customer, managed the service, bought from vendors, led implementations, trained the user, and been the user.
Georgia 21st Century Technology Standards Task Force contributor
CoSN K–12 CTO Academy
1EdTech TrustEd Apps Certified Leader
Open to the right opportunity
Need someone who can
make the work work?
I’m open to support, implementation, customer success, learning-platform, technology, and operations opportunities.