Role Project lead
Scope Org-wide platform rollout
Status Delivered
Mac MDM platform rollout
// The challenge
Mac devices across the organization lacked a standardized management platform, which made
administration inconsistent and device governance and lifecycle management harder than
they needed to be.
// What I did
I oversaw the creation and implementation of a new mobile device management platform for
Mac endpoints — from shaping how the platform would work to coordinating its rollout
across the organization alongside infrastructure colleagues.
// The outcome
A standardized administration model for Mac devices, with stronger device governance and
a clear lifecycle management process across the organization.
Role Business analyst (acting)
Scope Director-commissioned initiative
Status Delivered
Ticket auto-closure automation
// The challenge
Tickets waiting on requester replies sat open indefinitely, cluttering analyst queues and
distorting the service desk's picture of actual workload.
// What I did
I led the automation initiative in a pseudo business analyst role: gathering input from
the people who worked the queues, clarifying needs into concrete requirements, and
coordinating with the affected team's supervisor, the director, and the assigned
developers through delivery.
// The outcome
An automated closure process for awaiting-reply tickets, delivered end to end — and a
working model for how the service desk turns process pain points into shipped automation.
Role Workflow designer & analyst
Scope Service desk modernization
Status In progress
Automated intake, triage & distribution workflow
// The challenge
Ticket intake and assignment relied on manual triage, which slows response, invites
inconsistency, and adds avoidable operating cost.
// What I did
I'm currently building a fully automated ticket intake, triage, and distribution workflow
in partnership with leadership stakeholders — structuring how requests come in, how
they're categorized, and how they're routed to the right people automatically.
// The goal
A modernized service desk operation: faster, more consistent assignment, better ticket
quality at intake, and lower overall operating cost.
Role Board president
Scope Capital project, volunteer leadership
Status Delivered
HOA roof replacement project
// The challenge
A major capital project — full roof replacement — requiring coordination across
contractors, insurance, and the property management company, with homeowner funds on
the line.
// What I did
As elected board president, I led the project end to end: aligning the board, managing
the contractor and insurance coordination, and working with the management company to
keep the work on track and cost-effective.
// The outcome
The replacement was completed properly and cost-effectively — and it's a good example of
the project coordination I bring outside of a formal PM title.