Who I am…

I was born in Abingdon, VA and grew up in Bristol, TN. After graduating from High School, I started work through a Temporary Agency for Sprint Telecenters, Inc. In 1999, I became a permanent employee where I began my career with Sprint, now T-Mobile, that spanned more than 22 years before finally pursuing a new opportunity with Ntara as a Business Analyst of Product Information Management Implementation.

Throughout my career, I have always valued personal development. I earned Bachelor and Master degrees from East Tennessee State University in Business Administration and a second Bachelor degree in Software Development from Western Governor’s University. I also hold several industry certifications in both Project Management and Software Development.

I am happily married to my wife Jessica and together we have three wonderful boys, Logan, Preston, and Brendan.

Things I’ve done…


Ntara Partners, Inc.

Business Analyst, Product Information Management | Implementation

Apr 2022 - Present
Provide data analysis, data modeling, and Product Information Management (PIM) implementation support for clients spanning multiple industries. Utilize the inriver and Salsify PIM platforms in support of clients for data enrichment and syndication opportunities.



Sr. Customer Experience Manager, IOT | Connected Car | Emerging Technology

Sep 2020 - April 2022
Responsible for 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. Work cross-functionally to ensure the success of our Care organization for new IoT product launches through preparing Care with IVR Call Routing and TFN Generation, Care How-To documentation, Technical Care troubleshooting flows and Care training preparedness. Also ensure Care has the necessary tools and documentation to continue supporting previously launched IoT products.

Senior Project Manager, Omni-Channel Operations | Process and WorkFlow | National Sales Support

Sep 2012 - Sep 2020
Responsible for creating and maintaining online policy and process content related to the National Sales Support program in the Care and Sales Knowledge Base, including creation and maintenance of call flow content, via HTML & CSS, utilizing Visual Studio Code. The content in this online repository is used by thousands of Sales and Customer Management Specialists across the world to ensure core knowledge and efficiency for our customer facing channels. Also responsible for the Management of Specialized Projects within the Omni-Channel Operations channel.

Customer Service Operations Manager, Employee Accounts | National Sales Support

Apr 2011 - Sep 2012
Responsibility for 150 employees ranging from Call Center Specialists to Call Center Management delivering results with customer experience focus.

Senior Project Manager, Sales Support Strategy & Operations

Feb 2006 - Apr 2011
Managed projects and programs end-to-end from design to implementation and maintenance for the National Sales Support line of business. Acted as a liaison between Customer Care Operations and Sales Operations Executives and Management to ensure the success of both departments as well as the line of business as a whole. Provided innovative thinking and solutions that allowed for decisions that drove sales and reduced costs for the company.

Business Analyst

May 2005 - Feb 2006
Provided reporting and analysis of contact center metrics. Made recommendations on ways to improve performance to contact center management and executive leadership. Created and maintained web-based reporting solutions and a central repository of documents, reports, and other organizational process assets accessible by contact center Supervisory and Management staff to drive performance.

Customer Service Operations Supervisor

Jul 2003 - May 2005
Led a team of 20+ Contact Center Specialists in handling daily customer interactions via inbound calls. Coached and developed Specialists and monitored calls to ensure success in the required key performance metrics as well as a strong focus on customer satisfaction and quality.

Senior Workforce Management Analyst

Oct 1999 - Jul 2003
Responsibility of overseeing the daily activities of the contact center, monitoring key performance indicators to ensure stability of call volume and service levels, reporting and payroll analysis and the scheduling of 600+ employees.

Things I’ve learned…

Eductional InstitutionDegree
WGUWestern Governor’s UniversityBachelor of Science - Software Development
ETSUEast Tennessee State UniversityMaster of Business Administration
ETSUEast Tennessee State UniversityBachelor of Business Administration

Things I’ve achieved…

Certifiying EntityCertificationDate Issued
inriverinriverSalsify Business Consultant CerfificationMay 2022
SalsifySalsifySalsify Foundations CerfificationApr 2022
SalsifySalsifySalsify PIM CertificationApr 2022
SalsifySalsifySalsify Syndications CerfificationApr 2022
SalsifySalsifySalsify Workflow Essentials CerfificationApr 2022
freeCodeCampfreeCodeCampJavaScript Algorithms and Data StructuresFeb 2022
FCCFederal Communications CommissionAmateur Radio General LicenseMar 2020
NeuralifyNeuralifyAutomation Anywhere Robotic Process Automation CertificationFeb 2020
Certification PartnersCertification PartnersCIW User Interface DesignerSep 2019
Certification PartnersCertification PartnersAdvanced HTML5 and CSS SpecialistJul 2019
Certification PartnersCertification PartnersSite Development AssociateJul 2019
AxelosAxelosITIL Foundations Certification - IT Service ManagementApr 2019
CompTIACompTIACompTIA A+ CertificationSep 2018
freeCodeCampfreeCodeCampResponsive Web DesignJul 2018
MicrosoftMicrosoftMicrosoft Technology Associate: Software Development FundamentalsMay 2018
Project Management InstituteProject Management InstituteProject Management ProfessionalDec 2017