Two decades of infrastructure
From server rooms to AI-driven solutions, building systems that scale
Kings Global Consulting
Built the bridge between engineering and customer success. Created tools that solved real problems at scale.
October 2024
Support Lead managing global team, handling Tier 3 escalations and product quality assurance.
February 2025
Promoted to Server Manager overseeing infrastructure, security, and internal tool development.
Innovation
Created VPN Scanner, SendGrid Log Checker, and Bot Sharpener for the Innovation Suite.
Ricardo AI
Spearheaded RAG-based chatbot to handle high-volume support spikes with intelligent responses.
Infrastructure
Managed servers, backups, VPNs, and software licensing across the entire platform ecosystem.
Server Manager and technical lead
Resolved high-level platform issues while bridging engineering and customer success teams. Spearheaded Ricardo AI and built the Innovation Suite.
February 2025
Strategic problem solver improving documentation and customer workflows for crypto platform.
Technical liaison
Triaged complex technical bugs between engineering and customer service teams effectively.
AI development
Managed Ricardo chatbot roadblocks and conducted cost-benefit analysis for deployment.
Infrastructure work
Monitored servers, established S3 backups, deployed VPNs, and managed all migrations.
Software management
Ordered and maintained licenses for cPanel, Jetbackup, KernelCare, and other tools.
Innovation Suite creator
Engineered three custom tools that gave customer success agents independence and speed. Each solved a specific operational pain point.
VPN Scanner
Fraud prevention
Engineered a tool for CS agents to verify IP signatures against VPN and proxy lists to prevent fraudulent sign-ups.
SendGrid Log Checker
Email verification
Developed a dashboard for agents to verify email delivery independently without waiting on engineering support.
Bot Sharpener
AI training
Prototyped a tool to experiment with RAG training to improve LLM accuracy and response quality.
Ricardo AI
Chatbot development
Spearheaded a RAG-based AI chatbot to handle high-volume chat spikes. Managed development roadblocks and cost-benefit analysis.
Infrastructure and security
Responsible for monitoring, maintenance, planning, migrations, and deployment of company servers. Established offsite S3 backups and deployed internal VPNs.
Server monitoring
Continuous oversight
Monitored platform servers for performance, uptime, and security. Identified and resolved issues before they impacted customers.
Backup strategy
Data protection
Established offsite S3 backups to ensure data resilience and recovery capabilities across the entire platform ecosystem.
VPN deployment
Secure access
Deployed internal VPNs to secure remote access for team members and protect sensitive platform communications.
License management
Software ordering
Managed ordering, payment, and maintenance for servers and software including Gyazo, TextExpander, cPanel, Jetbackup, and KernelCare.
Support Lead
Managed and trained the global support department. Handled all Tier 3 escalations from team members across multiple time zones.
October 2024
Team leadership
Managed and trained the support department. Handled all Tier 3 escalations from global team members with technical precision.
February 2025
Documentation
Authored technical knowledge bases, self-help articles, FAQs, and training guides for the support team.
WordPress
Website management
Led the development and maintenance of company-wide WordPress assets and digital properties.
Quality assurance
Product testing
Conducted quality assurance testing of products and services to ensure customer satisfaction and platform reliability.
Global team management
Managed and trained the support department. Handled all Tier 3 escalations from global team members with technical precision.
October 2024
Led the support team through complex technical escalations and customer issues requiring senior-level expertise.
November 2024
Trained new support staff on platform architecture, troubleshooting procedures, and customer communication best practices.
December 2024
Managed Tier 3 escalations ensuring technical accuracy and timely resolution for critical customer issues.
January 2025
Coordinated between support team and engineering to triage complex bugs and feature requests effectively.
February 2025
Transitioned responsibilities to Server Manager role while maintaining support team oversight and guidance.
Technical documentation
Authored technical knowledge bases, self-help articles, FAQs, and training guides for the support team.
October 2024
Created comprehensive knowledge base articles for common customer issues and troubleshooting procedures.
November 2024
Developed self-help resources enabling customers to resolve issues independently without contacting support.
December 2024
Authored FAQ documentation covering platform features, security, and account management topics.
January 2025
Created training guides for new support staff covering platform architecture and customer communication.
February 2025
Maintained and updated documentation to reflect platform changes and new features released to customers.
WordPress and quality assurance
Led the development and maintenance of company-wide WordPress assets. Conducted quality assurance testing of products and services.
October 2024
Website management
Took ownership of company WordPress sites. Managed updates, plugins, and content to ensure optimal performance.
November 2024
Quality testing
Conducted comprehensive QA testing of platform features before release to identify bugs and usability issues.
December 2024
Content updates
Updated WordPress content and documentation to reflect new features and platform improvements.
January 2025
Performance optimization
Optimized WordPress site performance and security. Implemented best practices for site reliability.
Field services operations tech at Caterpillar
Elevated to senior tech role managing ticket queues and on-site deployments. Applied ITIL frameworks to improve service delivery and stakeholder relationships.
August 2023
Senior support role
Elevated to senior tech in East Peoria, improving ticket queue management through ITIL service level management and incident response protocols.
October 2023
ITIL framework
Delivered on-site desktop support and deployments utilizing ITIL incident and service request workflows with precision and consistency.
December 2023
Vending operations
Oversaw computer equipment vending machine operations, ensuring compliance with ITIL asset management and inventory tracking standards.
March 2024
Stakeholder relations
Built key relationships with HCL and Caterpillar stakeholders, fostering collaboration within ITIL communication channels and change management.
IT analyst at Peoria Park District
Managed network infrastructure and deployed security systems across district facilities. Built the foundation for modern device management.
February 2022
Network infrastructure
Managed and troubleshot wired and wireless network infrastructure using Ubiquiti UniFi gear and TP-Link managed switches throughout district locations.
March 2022
VoIP and security
Installed and maintained Grandstream VoIP desk phones and UniFi IP security cameras across all district facilities and access control systems.
June 2022
Device management
Planned and deployed Mosyle MDM for all district Apple devices, ensuring compliance and security across the organization.
October 2022
Active Directory
Created and managed Active Directory accounts for new employees while responding to technical support tickets from district users.
Let's build something together
Twenty years of hands-on experience solving infrastructure problems and shipping tools that work.