At the Arizona Department of Administration (ADOA), I lead a service desk supporting multiple Arizona state agencies. I raised call answer rates from 50% to over 90%, cut average wait times from 3 minutes to under 30 seconds, and achieved 95% ticket accuracy.
I planned and led the team’s transition from in-person to remote support with no disruption to service levels. As a senior escalation point, I handle complex Tier 1/2 issues and document resolutions in ServiceNow and Cherwell.
At ADOA, I designed an automated agent performance dashboard and scorecard system using read-only APIs for Genesys Cloud and ServiceNow. I also delivered a Google Sites portal with individual scorecards, team KPIs, audit-logged corrections, automated emails, and knowledge base articles.
Previously, I built and led technical support teams at Cable One, including a workforce of up to 200 staff, and supported a nationwide Cisco network as a Network Engineer / Lead Tech. I’m ITIL Foundation certified, with training in Six Sigma’s DMAIC process.
