At NOCDOC, I lead service delivery and operations across onboarding, NOC, and service delivery in a 24x7 MSP environment. I design systems that make service delivery more intentional, repeatable, and attentive to the people using them.
I led the Talkdesk cloud phone system implementation, which finished one week ahead of schedule and drove full department adoption through training. I also designed an onboarding questionnaire and partner relationship process to assess infrastructure, applications, and operational readiness at intake.
I architected and deployed two HTML-based client onboarding dashboards with progress tracking, milestone webhooks, and auto-save persistence. I also partnered with the development team on custom SQL reports inside HaloPSA and evaluated BI tools for operational data.
Across my NOCDOC roles, I developed service delivery playbooks, ITIL-based ticket processes, and KPI frameworks. Earlier, I worked as a Systems Administrator at Cornerstone Healthcare and in L1/L2 Escalation Support at Volvo IT.
