Selected Work / Case Studies

Situation

A major multi-site customer was experiencing elevated service noise across storage, backup, and endpoint environments. Ticket volume was rising, SLAs were slipping, and the customer relationship was becoming strained.

Action

• Conducted a 360° service review: event logs, storage alerts, backup failures, and SLA histories.
• Rebuilt the escalation & ownership model so issues were not “bouncing” or unresolved.
• Implemented change controls for noisy storage systems to avoid repeated incidents.
• Restructured reporting for clarity: SLA trends, root causes, recovery plans, and upcoming risks.

Outcome

• Service noise reduced by 42% within 60 days.
• SLA performance returned to green for three consecutive quarters.
• Executive conversations shifted from firefighting to roadmap planning.

Situation

Engineering planned to migrate workloads from aging on-prem systems into a hybrid architecture. Previous attempts stalled due to missing dependencies, vague ownership, and cutover risk.

Action

• Mapped all storage, compute, and network dependencies into a unified migration matrix.
• Grouped workloads into low-, medium-, and high-risk migration waves.
• Established consistent cutover windows with validation + rollback checkpoints.
• Ran collaborative cutover rehearsals with engineering, support, and operations.

Outcome

• All waves completed with zero unplanned downtime.
• Subsequent migration waves ran 35% faster due to standardized playbooks.
• Runbooks became the template for future PMO-led hybrid migrations.

Situation

A rapidly growing customer segment needed consistent onboarding for storage protection, backup policy design, and DRaaS replication validation. Each onboarding felt like a one-off, causing avoidable gaps.

Action

• Built a single onboarding flow covering backup, replication, access, encryption, and retention.
• Added readiness steps: identity, access controls, and policy validation.
• Created a customer journey: welcome → configuration → validation → reporting.
• Implemented monitoring dashboards for early detection of protection failures.

Outcome

• Onboarding cycle time reduced from 10+ weeks to ~6 weeks.
• Initial recovery validation success improved to 97%.
• Support escalations during the first 90 days dropped significantly.

What was happening

• Customer teams were being handed access to a complex platform with minimal guidance.
• Adoption was inconsistent: a few power users dove in, but most people waited until something broke.

How I ran it

• Mapped user personas (admins, power users, casual users, exec viewers) and designed tracks for each audience.
• Built a repeatable enablement plan: kickoff deck, live training sessions, office hours, and short “how-to” guides.
• Aligned training cadence with rollout milestones so users weren’t trained weeks before they had access.
• Created feedback loops with support and CSMs to refine content based on real questions coming in.

Impact

• Higher first-30-day adoption and fewer “how do I…?” tickets after go-live.
• Executives saw usage dashboards move quickly instead of waiting for a slow, organic ramp.
• Training plan became the default template for future customer onboardings.

The challenge

• A new, security-sensitive federal program needed to stand up training sites across the U.S. in a very short window.
• Each classroom required identical technical setups so instructors could walk in and start teaching immediately.

What I owned

• Planned and coordinated classroom builds: imaging 25+ desktops and multiple servers per site, plus networking and Internet access.
• Standardized room layout, connectivity, and test procedures so training teams could move from site to site without surprises.
• Created checklists and “day-one” validation steps for local teams to confirm labs were ready before instructors arrived.
• Managed vendors, shipments, and site access logistics to keep an aggressive national schedule on track.

Why it mattered

• Training sites came online in a predictable pattern instead of one-off fire drills.
• Instructors had consistent environments, which meant they could focus on teaching instead of troubleshooting.
• The program was able to scale to thousands of learners quickly with a stable technical foundation.

Context

• MSP leadership wanted to launch new managed services, but engineers were already stretched across existing tools.
• Without a plan, each new service risked being “learned on the job” at the client’s expense.

How I approached it

• Worked with architects and senior engineers to define the “golden path” for each new service (design, deploy, support).
• Built internal training modules: lab environments, step-by-step runbooks, and short scenario-based walkthroughs.
• Scheduled rollout waves by team (NOC, field, project, support) so everyone knew where the service started and ended.
• Captured lessons learned from early projects and folded them back into training and documentation.

Outcome

• Engineers went into client projects with a clear recipe instead of improvising configurations.
• Fewer post-go-live escalations because support teams understood what had been deployed and why.
• New services moved from “idea” to repeatable revenue with less friction on both the client and internal side.

What was needed

• Stand up a configurable SaaS platform for a large, compliance-driven organization with multiple internal departments and external stakeholders.
• Deliver training, access, reporting views, and governance controls so leadership could trust the outputs on day one.

How I ran it

• Captured requirements from each group (ops, compliance, finance, IT) and translated them into a single deployment plan and communication cadence.
• Coordinated account provisioning, SSO/MFA expectations, data imports, and client-specific dashboard/report tuning.
• Scheduled live enablement/training sessions and documented the runbooks so their internal team could self-sustain.

Why it mattered

• Eliminated “shadow process” spreadsheets and ad-hoc tracking.
• Cut onboarding friction — stakeholders knew exactly where to log in, what to review, and how to escalate.
• The client described the go-live as “calm, not chaotic,” which is basically the gold medal for onboarding.

The challenge

• Client operated multiple production locations with inconsistent security posture and limited visibility into threats.
• They needed a managed detection & response (MDR) solution plus policy standardization without slowing production.

What I delivered

• Coordinated rollout of MDR agents and security tooling to all supported endpoints, including exec and finance systems.
• Formalized alert routing / escalation paths so incidents actually reached the right humans fast.
• Built executive-facing reporting that summarized posture (“Are we covered?”) in plain English.

Outcome

• Consistent security baseline across sites that had previously been all over the map.
• Leadership gained confidence that if something tripped an alarm at 2 AM, there was a plan.

Situation

• Multiple clients needed to exit aging infrastructure and land in stable, supportable environments without downtime surprises.
• At the same time, they wanted real DR and backup, not “we’ll figure it out during an outage.”

Execution

• Planned and ran on-prem to cloud and cloud-to-cloud migrations of production workloads and data.
• Coordinated DRaaS / BaaS implementation (replication targets, RPO/RTO expectations, scheduled test windows).
• Drove change windows, approvals, cutover communications, rollback plans, and validation checkpoints.

Result

• Successful cutovers with minimal interruption to business ops.
• Documented, tested recovery paths that could satisfy auditors and leadership — not just “trust us.”

The environment

• Large distributed workforce with mixed hardware, inconsistent images, and multiple support expectations.
• Leadership wanted a clean, modern baseline that felt intentional — not “IT dumped a laptop on my desk.”

How I approached it

• Ran staged deployments of new hardware and configurations across offices/regions in waves to limit disruption.
• Aligned with local stakeholders on install windows, comms, training, and handoff responsibilities.
• Tracked every site’s readiness, blockers, and go-live status so executives had clarity, not guesses.

Impact

• End users got a predictable rollout with working access and clear next steps.
• Support teams got consistency, which means fewer weird tickets after the fact.

Context

• A fast-scaling healthcare / pharmacy network kept opening or acquiring new locations.
• They wanted each new site brought into the platform and support model quickly, without drama or guesswork.

My role

• Became the go-to PM for every new onboarding after the first one landed smoothly.
• Ran kickoff, gathered requirements for that specific branch/location, and set expectations with leadership and local staff.
• Coordinated account provisioning, security readiness (MFA, access tiers), and user training.

Repeatability

• Documented a reusable onboarding checklist and comms script for future locations.
• Shortened time-to-steady-state with each new rollout because the process became predictable.
• Client literally asked for me by name for subsequent onboardings — that’s relationship capital.

The problem

• Dozens (eventually hundreds) of locations needed upgraded connectivity / network gear and consistent service levels.
• Field work had to be choreographed around each site’s business hours so we weren’t knocking anyone offline at the wrong moment.

How I delivered

• Built and ran the master rollout schedule, including vendor/installer coordination and site readiness checkpoints.
• Managed change windows and back-out plans for each activation so nothing “just went live” without support coverage.
• Provided status and risk reporting to leadership so they always knew: what’s done, what’s next, and what’s blocked.

Result

• Consistent network/service baseline across all targeted locations.
• Field teams worked from a known playbook instead of reinventing process every install.
• Executives saw progress in real terms (“12 of 15 sites live this quarter”) instead of vague tech-speak.