ResultsService delivery / People / Automation

Results that changed the work.

Operations leadership · Portland, OR

Better service starts with understanding the people doing the work.

My contributions span service delivery, dispatcher collaboration, team development, and automation around recurring tasks.

Better same-day resolution.

Working closely with the dispatcher and hearing their perspective directly shaped the improvement.

The dispatcher’s experience changed how I understood the work.

I worked with the dispatcher to understand daily constraints, then used that perspective to improve how work moved through the service desk.

That collaboration and the resulting workflow changes contributed to better same-day ticket resolution.

Listen to the dispatcher
Understand the day-to-day constraints from the person coordinating the work.
Improve the workflow
Use that understanding to change the process around the team’s work.
Support same-day resolution
Keep the dispatcher’s perspective part of the improvement.

Improvements to the process, support for the team, and tools built around the work.

Service

Improved service-level performance by changing the process around the team’s work.

My contribution: Led service desk operations and improvements to service delivery.

People

Coached staff into broader technical and project responsibilities, and hired and trained new technicians.

My contribution: Team coaching, hiring, training, and mentoring in structured troubleshooting.

Automation

Connected business systems and built AI-assisted triage to help the team handle recurring tasks.

My contribution: Built a shared AI tool server with reviewed actions. Moved recurring automation into workflows with failure handling and retries.

For conversations about service delivery, operations leadership, and practical automation.