Develop and manage various systems to provide business intelligence for external customers and internal departments. These systems are a combination of third party tools and custom programming and integration. By bringing disparate data sources into single platforms this allows for business insights that are driving by data instead of just relying on intuition.

Combining publicly available data to develop a strategic sales campaign (i.e. using analytics to determine targets). Provides visibility into legacy third party applications

Operations
- Implementation of ConnectWise Manage and Sell including full data migration and all setup
- Management of Manage, Sell and multiple legacy systems (Quotewerks, Great Plains, etc)
- ITIL-based processes and policies to enhance our capabilities as a Managed Service Provider
- Creation of core business processes: "on call", "zero missed calls", quote-to-invoice lifecycle
- Creation of QA review processes for service
- Creation of monitoring, alerting and utility apps and scripts. Using Go, Python, Elixir, PHP, etc. Following best practices for a 24x7 production environment.

Service Desk
- Leadership and mentoring for a world-class service team
- Created processes for SLAs and service desk practices to allow us to reach our 100% goal for Priority 1 SLAs. Established and met SLA goal within 60 days.
- Created "exception based" triggers and alerts to shift from passive to active monitoring of process issues

Customer Service
- Leadership and mentoring for a world-class Customer Service team
- Implemented processes to allow us to reach our "no missed calls" goal
- Implemented processes for service tickets to allow us to gather customer feedback and react rapidly to issues