I am a technical professional with six years of experience evaluating complex information, designing AI-assisted workflows, and translating technical findings into clear, structured guidance. I have built and deployed production AI tools in a high-volume support environment, helping improve reliability and usefulness across thousands of cases.
My background combines AI response evaluation, prompt engineering, technical writing, and quality assurance. I focus on structured reasoning, fact verification, and human-in-the-loop review to ensure outputs are accurate, practical, and aligned to the needs of both technical and non-technical audiences.
At The Predictive Index, I have worked on tools such as a Case Intelligence Engine and a Team Knowledge Assistant, where I designed multi-source prompts, evaluated model outputs, and refined workflows to reduce time spent gathering context while preserving specialist judgment. I also developed retrieval strategies, terminology mapping, and audience-specific response formats.
In addition to AI work, I have built onboarding curricula, troubleshooting documentation, SOPs, and knowledge base resources across more than 15 internal systems. I regularly translate complex technical findings from bug investigations and integration failures into clear written communications for engineering stakeholders, partner teams, and clients.
My professional experience includes progressive leadership roles in technical escalations, including Senior Manager, Manager, Team Lead, and specialist positions. I have led cross-functional incident response, data reconciliation projects, readiness assessments, and escalation triage frameworks while maintaining strong customer satisfaction and operational performance.
I am currently enrolled in an Associate in Engineering program at Durham Technical Community College. I am based in Roxboro, North Carolina, and I bring a strong blend of analytical thinking, documentation discipline, and AI workflow design to technical operations and evaluation-focused roles.
Co-led structured readiness assessment for 4,000+ client upgrade cohorts, evaluated technical risk and data integrity factors, co-launched the Data Tiger Team, owned the full Jira bug lifecycle, oversaw a function handling 38,638 cases YTD 2025, integrated Claude with Zapier via API, and represented User Operations on company-wide OKR working groups.
Executed a 2,500+ record data reconciliation project, built escalation triage frameworks, documented resolution workflows for complex integrations, led cross-functional incident response, and built automated audit tools and metrics dashboards.
Maintained SME depth across 15+ internal systems, produced technical documentation and knowledge base content, was recognized by Engineering leadership for diagnostic accuracy, and guided specialists through complex investigations.
Designed and delivered structured onboarding curriculum covering Salesforce, PI 1.0, PI2, account management workflows, and technical troubleshooting fundamentals; standardized onboarding procedures and documentation.
Investigated advanced technical issues involving HRIS, ATS, and platform integrations, produced diagnostic documentation for Engineering review, translated API error states and sync logic failures into actionable communications, and supported 600+ partner firms and 10,000+ clients.
Provided written and verbal support across multiple channels for 600+ partner firms and 10,000+ clients, handled 45+ new cases per day, and contributed to product documentation and knowledge base resources.
Associate in Engineering
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