Who I am…
My career began with Sprint, now T-Mobile, where it spanned over 22 years, building a deep foundation in customer experience and project management across contact center operations, national sales strategy, and emerging technology programs. That foundation — a focus on process, data, and the end-user experience — is what eventually drew me into Product Information Management.
I am an Akeneo Subject Matter Expert and Solutions Engineer with extensive hands-on PIM implementation experience, working with clients across multiple industries to analyze, design, and implement scalable product data solutions. I hold multiple Akeneo certifications and am a designated participant in the Akeneo SME Partner Program.
Throughout my career, I have always valued personal development. I earned Bachelor and Master degrees from East Tennessee State University in Business Administration, a second Bachelor degree in Software Development from Western Governor’s University, and hold a Project Management Professional (PMP) certification from the Project Management Institute.
I am happily married to my wife, Jessica, and together we have three wonderful boys, Logan, Preston, and Brendan.
Things I’ve done…
Ntara
Solutions Engineer — Product Information Management | Data Modeling | Solutions Architecture
March 2025 - Present
Serve as Ntara’s designated Akeneo Subject Matter Expert within the Akeneo SME Partner Program. Lead end-to-end Akeneo and Inriver PIM implementations across multiple industries, managing full project lifecycle from discovery through go-live. Responsibilities include requirements and use case gathering, data modeling, current and future state systems architecture, inbound and outbound integration definition, and workflow and product lifecycle design. Akeneo SDM Fundamentals certified, with experience configuring Supplier Data Manager to demonstrate supplier onboarding and data governance workflows for client use cases. Support clients from pre-sales through implementation and ongoing maintenance, including platform selection discussions for organizations evaluating PIM solutions.
Technical Business Analyst — Product Information Management | Data Modeling | Solutions Architecture
April 2022 - March 2025
Led Akeneo PIM implementation engagements across multiple client projects, including completing the first full end-to-end Akeneo analysis and implementation engagement of my Ntara tenure. Delivered data analysis and PIM implementation support to clients across multiple industries using Akeneo and Inriver, encompassing requirements gathering, data modeling, and platform configuration. Collaborated cross-functionally with solutions engineers, developers, and project managers to deliver integrated PIM solutions on time and within scope.
T-Mobile
Senior Customer Experience Manager — IoT | Connected Car | Emerging Technology
Sep 2020 - April 2022
Championed the end-to-end customer journey and experience for all T-Mobile and Metro by T-Mobile Internet of Things (IoT) and Connected Car products, partnering directly with BMW and Volkswagen on Connected Car initiatives. Led requirements gathering for the Care organization, delivering requirements and use cases as new products were developed, and beta tested new IoT devices, providing feedback into both software (app) and hardware development. Managed IVR Call Routing, Toll-Free Number generation, and Care documentation for new product launches, and developed Technical Care troubleshooting flows and training to support rapid adoption. Presented launch readiness and progress updates to executive leadership and to the global Care organization — including calls reaching hundreds of Care representatives across every call center — ahead of major product launches.
Senior Project Manager — Omni-Channel Operations | Process & Workflow | National Sales Support
Sep 2012 - Sep 2020
Created, documented, and maintained specialized policy and process content for National Sales Support call center agents — tailored versions of standard Care documentation supporting agents who handled calls from Company-owned, third-party, and Big Box retail stores in the field. Led the planning and implementation of enhanced verification within the Sales Support Tool (SST) to help reduce field sales fraud. Managed the end-to-end replacement of the legacy, home-grown SST platform with a modernized system, covering requirements gathering, use case documentation, training, testing, implementation, and ongoing support. Earned Project Management Professional (PMP) certification through PMI during this tenure.
Senior Operations Manager — Customer Service | National Sales Support
Apr 2011 - Sep 2012
Led approximately 20 Supervisors, and through them multiple tiers of Specialists and Super Specialists, across the National Sales Support and Employee Accounts lines of business. Coached and developed Supervisors through quality call monitoring, KPI and performance analysis, and structured “Triad” coaching sessions — observing Supervisor-to-team one-on-ones to strengthen their coaching and feedback skills. Facilitated regular team meetings and team-building initiatives to align Supervisors, share key information, and build engagement across the organization.
Senior Project Manager — Sales Support Strategy & Operations
Feb 2006 - Apr 2011
Led end-to-end projects and programs for the National Sales Support line of business, spanning technology pilots, process improvements, and fraud-prevention initiatives developed in partnership with internal IT and third-party retailer teams. Partnered cross-functionally with retailer executives and Legal to identify and recover lost revenue resulting from operational or system failures. Served as liaison between Sales Support and Sales Operations, owning and facilitating a monthly executive business review between the two organizations.
Business Analyst
May 2005 - Feb 2006
Managed a large, multi-faceted Microsoft Access database that automatically captured KPI and call center results, aggregating them into formatted reporting delivered daily and weekly to call center leadership and executives to provide visibility into business performance and support course correction. Used Adobe Dreamweaver to build and maintain on-demand and ad hoc online reporting tools, giving leadership and Supervisors access to real-time metrics down to the individual agent level to support data-driven decision-making.
Customer Service Operations Supervisor
Jul 2003 - May 2005
Supervised a team of 20+ Contact Center Specialists providing customer care for the Sprint PCS line of business. Coached and developed team members through real-time and recorded quality monitoring, performance feedback, and team-building activities, driving consistent achievement of key performance indicators with a strong focus on customer satisfaction and experience. Handled customer escalations as needed to ensure timely and positive resolutions.
Senior Workforce Management Analyst
Oct 1999 - Jul 2003
Led real-time workforce management for a 600+ employee contact center, monitoring live call and agent activity, coordinating in-the-moment staffing adjustments, and partnering directly with Supervisors to maximize team efficiency. Managed shift bidding and scheduling processes, along with real-time KPI reporting and payroll processing for the entire call center.
Things I’ve learned…
| Educational Institution | Degree | |
|---|---|---|
 | East Tennessee State University | Master of Business Administration |
| East Tennessee State University | Bachelor of Business Administration — Integrated Marketing Communications |
 | Western Governor’s University | Bachelor of Science — Software Development |
Things I’ve achieved…
| Certifying Entity | Certification | Date Issued | |
|---|---|---|---|
 | Akeneo | SME Program — Designated Subject Matter Expert | |
| Akeneo | Business Implementation Specialist | Feb 2026 |
| Akeneo | Business Implementation Fundamentals | Dec 2025 |
| Akeneo | Product Experience Advisor | Dec 2025 |
| Akeneo | SDM Fundamentals | Oct 2025 |
 | inriver | Business Consultant Certification | May 2022 |
 | Salsify | Salsify Syndication Certification | Apr 2022 |
 | Project Management Institute | Project Management Professional (PMP) | Dec 2017 |
