Hi, I didn't come up through engineering. I came up through operations: managing teams, diagnosing process failures, watching problems stack up because the right tool didn't exist and the bureaucratic and engineering queue was always longer than the business could afford to wait.
So I started scoping and building the solutions myself.
I'm drawn to anything with layers. I'm the kind of person who can't walk past a broken system or operational inefficiency without mentally mapping a fix: not just the symptom, but the structure underneath it. Most teams have someone who spots the bottleneck, someone who scopes it, someone who writes the PRD, and someone who builds the deliverable. I'm the AI-native hybrid who does all of it in parallel, from automated workflows and structured processes to enterprise-grade internal tooling. I own these end-to-end.
I work best with full ownership over a problem, not just a slice of it. Give me the outcome you need and room to think, and I'll reverse-engineer the system required to get there.
I don't have a formal CS degree. What I have is frontline operational experience and the analytical instinct to trace how the systems I build move through an organization: from the team using the tool on the floor, to the metric it becomes on the executive's dashboard.
Falmouth, Jamaica · Remote
Six principles. Every Solution Built...
Problem identification precedes mandate.
Scope the system, not just the request.
Every build is designed for what comes next and for whoever comes after.
Find the 20% causing 80% of the friction. Fix that first.
Perfection is procrastination dressed as preparation.
The strength isn't being right. It's adjusting fast when wrong.
A comprehensive overview of my skillset and capabilities across the domains listed below.
Backend & API Development
5 skills
Express.js
Google Apps Script
Node.js
REST APIs & Webhooks
PostgreSQL
Frontend Development
6 skills
Next.js
React
Tailwind CSS
TypeScript
Framer Motion / Animation
shadcn/ui
Cloud Infrastructure & DevOps
6 skills
Firebase
GCP Cloud Run
GCP Security
GitHub Actions
Google Workspace
Docker
Automation & Workflow Engineering
2 skills
Dagster
Low-Code Automation
Data & Analytics
4 skills
Data Pipeline / ETL Engineering
Looker Studio
Python
Redis
AI / ML Integration
8 skills
AI Prompt Engineering
AI-Assisted Development
Claude API
Google Gemini & Vertex AI
Qdrant Vector Search
MCP (Model Context Protocol)
Notebook LM
Genkit
Security & Compliance
3 skills
Audit & Compliance
Authentication & Authorization
Web Security
Operations Leadership & People Management
6 skills
Cross-Functional Leadership & Tool Rollout
Operational Auditing & Process Design
Performance Management & Disciplinary Systems
Team Leadership & People Management
Strategic Roadmap Planning
Workforce Planning & Onboarding
Documentation & Technical Writing
2 skills
Technical Documentation
Technical Writing
Showcase of recent work
Memorandums
Slack-native compliance platform with memo acknowledgment tracking, automated four-phase escalation,...
NorthStar KB
AI-native knowledge base platform that turns scattered policy documents into a semantically searchab...
WFM Watchdog
Real-time workforce adherence monitoring suite with a browser extension, live WebSocket dashboard, a...
Support WatchDog
Cross-platform behavioral monitoring that detects ticket queue violations invisible in standard Zend...
Shift Differential Calculator
Deterministic payroll auditing tool that processes punch-log CSVs to compute shift differential pay:...
Zendesk Utilities
Quality-of-life Chrome Extension that adds a one-click search button and inline ticket number copy t...
Where I've been and what I've been up to
Team Manager (Ops & CX) (Remote)
Most Innovative 2025TickPick
Oct 2023 – Present
- Led day-to-day operations for a cross-regional team of 70+ frontline agents across Jamaica, Mexico, and Egypt, spanning phone and email channels across multiple time zones with ownership over performance, disciplinary, and QA management, and payroll reconciliation
- Engineered and maintained AI-native automation systems for high-complexity operational workflows, including LLM-powered coaching recap generation and payroll compliance auditing, with embedded audit trails, HMAC-verified integrity checks, and human oversight gates to ensure accuracy and accountability across automated cycles
- Served as the primary point of contact for operational data analytics and reporting; engineering a suite of custom data pipelines, defining complex business logic into custom calculated metrics, and dashboards that translated raw CX, QA, and workforce data into insights aligned with high-level business goals and KPI tracking
- Conducted an audit of CSAT survey configuration framework across the CX organization, identifying a workflow gap responsible for approximately 63,000+ missed customer survey opportunities; proposed a scalable, field-based resolution with supporting data and escalated findings to executive stakeholders, resulting in a measurable lift in CSAT survey response rate following deployment
- Served as the primary escalation point for platform anomalies and complex time-sensitive issues: gathering diagnostic details, coordinating with Product, Engineering, Broker, and Risk teams, and ensuring accurate case documentation and correct routing throughout; designed and rolled out SOPs and playbooks standardizing escalation standards, queue management, and dashboard usage across the org
- Served as the primary behavioral and compliance auditor across the CX org, identifying patterns of metric manipulation and workflow exploitation, including circumvention of survey triggers, activity tracking systems, and status code abuse; findings exposed multiple bad actors, drove disciplinary action, and prompted a systematic overhaul of the exploited workflows to close the gaps at the process level
Customer Care Specialist
TickPick
Jul 2023
- High-volume Zendesk support across email and phone channels
- Flagged recurring workflow friction to leadership — this is where the automation work started
Customer Care Specialist (Tele-Sales)
Comcast
Feb 2023 – Jun 2023
- Acted as the primary contact and advocate for new and existing customers, ensuring a seamless experience
- Expanded relationships with existing customers by proposing tailored entertainment campaign solutions
- Achieved weekly KPIs by consistently reaching set targets through structured follow-up and documentation
- Recommended optimal solutions aligned with customer needs, enhancing their internet and entertainment experience
Telesales Specialist
Pens.com
Jan 2023 – Feb 2023
- Served as the primary contact for SME clients, ensuring their needs were met through effective communication
- Enhanced client relationships by proposing tailored marketing solutions and advising on campaign strategies
- Distributed samples of new promotional products and followed up to identify potential sales opportunities
Customer Care Specialist
Vista
Oct 2022 – Jan 2023
- Provided exceptional tech support and troubleshooting for website issues, enhancing user experience
- Delivered graphic design services, creating brochures, flyers, and logos tailored to client marketing goals
- Built strong customer relationships by addressing inquiries and resolving complex issues, fostering loyalty
Customer Service Representative
Celebrity Cruises
Dec 2021 – Oct 2022
- Engaged potential customers by addressing product inquiries and effectively upselling additional services
- Maintained a comprehensive customer account database, ensuring accurate updates and cancellations
- Achieved average sales of over $10,000 through personalized recommendations for cruise vacation add-ons
- Resolved customer concerns with empathy, providing clear options and effective service recovery
Assistant General Manager
Fusion Sports Bar & Grill
Jun 2020 – May 2021
- Oversaw staffing requirements, including interviewing, hiring, and training new employees to enhance team performance
- Managed daily operations by preparing work schedules and assigning specific duties to ensure efficiency
- Reviewed financial statements and performance data to drive productivity and achieve company goals
- Assisted with inventory management and sales floor activities to maintain high service standards
Executive Administrative Assistant
Martineau's Transport and Construction Ltd.
Jul 2019 – Sep 2019
- Supported administrative operations through effective scheduling and document preparation, enhancing efficiency
- Managed professional communication with internal and external contacts, ensuring timely follow-ups and coordination
- Assisted in tracking and reporting using office tools and spreadsheets, contributing to streamlined operations
Executive Administrative Assistant
Martineau's Transport and Construction Ltd.
Jul 2018 – Sep 2018
- Supported administrative operations through effective scheduling and document preparation
- Managed professional communication and follow-ups with internal and external contacts
- Assisted in tracking and reporting using various office tools and spreadsheets
Always open to new opportunities and discussions.
Let's Connect
Looking for the hybrid who sits between Ops, Product, and Engineering; spots the bottleneck, scopes the system, writes the PRD, and ships the build? That's me.
If you're hiring, want to discuss a project, or just want to say hello; reach out.