Cortaz User

Mapped and documented end-to-end workflows for 6 client operations teams, translating current processes into 40+ build-ready user stories, acceptance criteria, and data/field definitions used with no revision cycle. Embedded Claude and ChatGPT into operational pipelines to automate intake routing, lead triage, and follow-up—reducing manual admin workload 80%+ per client while maintaining zero HIPA

Documented operational processes for data pipeline management and incident escalation, maintaining a 99%+ uptime SLA as a liaison between enterprise clients and technical teams. Translated encryption and security-baseline compliance requirements into implementation specifications and owned ticket routing, root-cause documentation, and escalation trees.

Documented and enforced HIPAA-compliant data handling procedures and network segmentation policies across multi-site hospital networks, resulting in zero reportable PHI incidents over a full 3-year tenure. Supported EMR workflow requirements, coordinated patch scheduling, hardware lifecycle changes, and licensing audits, and trained staff to adopt updates with minimal disruption.

Authored internal SOPs and knowledge base documentation that reduced repeat ticket volume and improved first-call resolution/MTTR performance for five consecutive years, while maintaining zero major outages. Onboarded and trained junior team members on system processes and escalation workflows and supported enterprise adoption of new support tooling.

Authored internal documentation for proprietary data collection platforms, reducing repeat support tickets by 30%+ and accelerating team mean time to resolution. Supported troubleshooting and improved operational support efficiency through clearer technical processes.

Pursuing an A.A.S. in Cybersecurity at Washtenaw Community College.

Pursuing Engineering Studies coursework at Michigan State University.