CASE STUDIES
The work behind the résumé bullets.
These are intentionally factual. No inflated percentages, invented technical depth or anonymous hero stories.
01 · IT OPERATIONS
From a 500-ticket backlog to a stable queue
Situation. When I entered the operation, the team had roughly 500 open tickets, some more than a year old. The service operation had been disrupted by COVID-era staffing changes, hiring and turnover.
Approach. I helped restore consistency: assign and prioritize work, keep tickets moving, build team knowledge, answer questions, handle escalations and stay on top of the queue.
Result: The queue is now maintained at roughly 30 tickets, generally around a month old. The improvement came from operational consistency rather than a single technology project.
02 · ASSET RECOVERY
Finding equipment that the business already owned
Situation. Large numbers of business computers and peripherals were not where the asset records suggested they should be.
Approach. I personally searched buildings, used Tableau and asset reporting to identify devices that had stopped checking in, reclaimed equipment from desks and storage areas, cleaned and reimaged usable systems, and returned them to service.
Result: The broader team effort contributed to an estimated $2 million in hardware cost savings by avoiding unnecessary PC purchases.
03 · EXECUTIVE TECHNOLOGY
Producing global executive broadcasts
Responsibility. I coordinate executive Teams Town Hall events with the Communications team and C-suite presenters. My role is to create the event, coordinate the executives, make sure everyone understands what they need to do, and keep the event running smoothly.
Earlier in the process, we used OBS and a more complicated setup that simulated a live camera and microphone feed. The current process uses Teams Town Hall and is intentionally simpler.
Scale: Executive broadcasts have reached more than 10,000 employees globally. I also support IT-only employee meetings for more than 200 IT professionals worldwide.