Designing the systems, workflows, and operations that keep organizations running. From IT governance to cross-functional automation.

$22.9K

$116K

IT Operations & Systems

Jira governance, SLAs, automations, access audits, and vendor management. ITIL 4 certified.

Project Management

Cross-functional project delivery, stakeholder coordination, and Jira-based workflow design across 8 departments.

Technical Writing

SOPs, onboarding guides, audit docs, and workflow documentation.

Featured Case Studies

PROBLEM

○Duplicate Microsoft 365 tenant environments created redundant licensing costs and inconsistent user access across the organization. Over 120 licenses were unaccounted for, and there was no structured process for reviewing or rightsizing access levels.
ACTION

○ Reclaimed 120 licenses from Tenant A. Reduced unused licenses in Tenant B from 191 to 105, leaving only ~20 unassigned. Conducted a structured license audit to identify redundancies and align access with actual business need.
RESULT

○ Saved $22,914/year while maintaining seamless user access across both tenants. Eliminated licensing waste and established a cleaner, more auditable access environment going forward.

PROBLEM

○ Patient billing escalations were managed across disconnected channels email threads, Slack messages, and ad-hoc spreadsheets. There was no centralized system for tracking, routing, or resolving billing-related issues, resulting in inconsistent follow-ups, limited visibility for leadership, and no accountability structure for the billing teams.
ACTION

○ Designed and launched a Jira Service Management project specifically for the enterprise AR & Billing teams. Built regional queues to automatically triage incoming tickets to the correct billing team based on location. Implemented automations to reduce manual routing and ensure no request fell through the cracks. Established a quarterly review cadence to audit performance, identify gaps, and implement improvements; Keeping the system continuously optimized after launch.
RESULT

○ Since launching in Q1, the system has processed over 12,955 requests with 12,797 tickets resolved; Reflecting strong team adoption and active ownership. Billing escalations moved from fragmented, untraceable channels into a single centralized system with full visibility for leadership and consistent follow-up accountability across all regions.