Portfolio
Case Studies & Key Projects
Documented results across strategic operations, program management, and systems development
Performance at a Glance
Key Performance Indicators
| Metric | Achievement |
|---|---|
| Regional Operations Scope | 6-state footprint (VA, WV, TN, NC, SC, GA) |
| International Committee Scope | 18 regions worldwide — global organized play |
| Convention Growth | 183% increase in table participation |
| Community Growth | 300% table count growth from baseline |
| Cancellation Rate Reduction | 30.41% → 20.92% (Atlanta operations) |
| Latest Convention Achievement | 41% table count increase; first post-pandemic Tier 1 status |
| Enterprise Applications Supported | 400+ mission-critical applications |
| Employees Served | 20,000+ nationwide workforce |
| Community Platform | 400+ member Discord; 13-applet automation network |
| Thought Leadership Reach | 59,000+ LinkedIn impressions within 30 days |
| System Availability | 24/7 mission-critical operations support |
| Compliance Record | Clean outcomes across all regulated environments |
| Infrastructure Budget | Zero incremental cost — all free-tier delivery |
Career Arc
Progression highlights
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1Regional Operations Director (Regional Venture-Coordinator) — CurrentTop authority across 6-state organized play region; 18-region global committee chair
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2Senior Product Delivery Associate — JPMorgan Chase (2022–2025)Financial technology product delivery; cross-functional compliance operations
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3Technical Systems Consultant — Teladoc Health (2021–2022)Healthcare platform operations; HIPAA/GDPR compliance; international incident coordination
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4Venture-Captain, Atlanta — Organized Play Foundation (2021–2025)Built Atlanta operational dashboard; 30.41% → 20.92% cancellation rate reduction
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5Lead Service Management Analyst — Amtrak (2016–2020)Tier 2 support lead; ServiceNow migration service catalog workstream
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6Earlier Career — Manufacturing & TelecommunicationsISO 9001 zero-nonconformity transition (Rodel/Rohm & Haas); international customer service (DuPont, Comcast)
Case Study 1
Strategic Leadership & Program Management
Regional Program Transformation & Large-Scale Event Operations
Challenge
- Post-pandemic program decline across multi-state region
- Insufficient operational visibility — existing reporting was 7 aggregate numbers with no health context
- High cancellation rates degrading player and GM experience
- Complex multi-system convention operations with no consolidated management view
Actions Taken
- Built custom Google Forms/Sheets/Apps Script dashboard as VC — commended by Paizo OP leadership
- Advanced to Regional Operations Director; expanded dashboard concept to production platform
- Directed product specification and deployment of Appalachian Regional Health Dashboard
- Implemented systematic scheduling and engagement strategies across all venues
- Sole planner for Paizo Organized Play at DragonCon (Atlanta)
- Established municipal partnership with City of Marietta — annual since 2022
Results
- 183% increase in convention table participation
- 300% growth in table count from baseline
- 41% table count increase at latest major convention
- 30.41% → 20.92% cancellation rate reduction
- First post-pandemic Tier 1 convention in Appalachian Region
- Zero major operational failures across multi-day events
Strategic Planning
Multi-State Operations
Event Management
Data-Driven Leadership
Dashboard Development
Stakeholder Relations
Case Study 2
Operational Intelligence & Technology
Appalachian Regional Health Dashboard — Production Platform Development
Challenge
- No unified operational health view across a multi-venue 6-state region
- Data scattered across multiple platforms with no aggregation layer
- NDA constraints requiring public/private output separation by design
- Zero incremental budget — required free-tier production stack
- Needed to be replicable by other regional coordinators
Actions Taken
- Authored full product specification with 40+ defined metrics and calculation logic
- Designed role-based access architecture — VO-only dashboard, public regional hub
- Directed development on React/JSX frontend with Supabase PostgreSQL backend
- Configured Vercel deployment, Cloudflare CDN/security, GitHub version control
- Led QA cycles from requirements through production — ongoing iterative improvement
- Built for replication — architecture documented for other RVC adoption
Results
- Production deployment at zero incremental budget
- NDA-compliant data architecture from requirements stage
- Role-based access — dashboard invisible to non-credentialed users
- Multi-source ingestion — Warhorn GraphQL, MeetUp iCal, custom scrapers
- Replicable platform — designed for adoption by other RVCs
- Active QA — continuous improvement cycle in progress
Product Ownership
Requirements Authorship
QA Leadership
React / Supabase / Node.js
Vercel / Cloudflare / GitHub
NDA Compliance
Zero-Budget Delivery
Case Study 3
Global Governance & Organizational Leadership
Paizo Organized Play Onboarding Committee — Global Governance Leadership
Challenge
- Fragmented onboarding experience across 18 international regions
- VO Handbook Task Force and Onboarding Committee operating with overlapping mandates
- Documentation pipeline lacking accessibility compliance standards
- International committee coordination spanning US, Australia, UK, and online regions
Actions Taken
- Accepted chair role — structured quarterly meetings and project-specific sessions
- Co-authored the VO Handbook — foundational governance document for VOs globally
- Implemented accessibility compliance pipeline using PAVE checker and Affinity design tools
- Managed multi-tool project infrastructure: Google Drive, Freedcamp, design assets
- Petitioned successfully to merge VO Handbook Task Force into Onboarding Committee
Results
- VO Handbook publicly available — foundational global governance document
- Task force consolidation — organizational redundancy eliminated
- Accessibility-compliant documentation pipeline established
- International membership — US, Australia, UK, online regions represented
- Sustained cadence — quarterly meetings plus project sessions maintained
Global Committee Leadership
Policy Development
Change Management
Accessibility Compliance
International Coordination
Document Governance
Case Study 4
Financial Technology
Financial Technology Product Delivery — JPMorgan Chase
Challenge
- Stable delivery of complex financial technology products under regulatory scrutiny
- Cross-functional dependencies across product, engineering, and business stakeholders
- Evolving compliance requirements requiring consistent delivery outcomes
Actions Taken
- Collaborated across product managers, engineers, and business leaders for stable delivery
- Identified and resolved delivery blockers; managed complex cross-team dependencies
- Participated in UAT cycles; provided structured product feedback to address issues
- Built strategic relationships across all organizational levels
Results
- Clean compliance outcomes maintained throughout tenure
- Consistent delivery timelines across complex product initiatives
- Improved stakeholder satisfaction through proactive communication
Product Delivery
Regulatory Compliance
Cross-Functional Collaboration
UAT Participation
Risk Management
Case Study 5
Healthcare Technology
Healthcare Technology Systems Operations — Teladoc Health
Challenge
- Platform documentation and process standardization across HIPAA/GDPR environments
- International incident coordination including direct responsibility for Denmark office issues
- Unresolved video codec issue affecting physician call quality — initially deprioritized by IT
Actions Taken
- Documented processes in Jira/Confluence for TeamSupport platform and Sales Demo environment
- Collaborated directly with TeamSupport team to surface and address system issues
- Served as primary international incident coordinator for Denmark office
- Identified video codec issue in Denmark affecting physician calls; escalated and coordinated resolution
- Participated in QA testing initiatives for system stability and product demonstrations
Results
- Codec issue resolved — codec change prevented broader physician service disruption
- HIPAA/GDPR compliant documentation and operations throughout
- International coordination — Denmark office issues managed end-to-end
- Stable platform supported successful customer onboarding
HIPAA / GDPR Compliance
Jira / Confluence
International Coordination
QA Participation
Technical Escalation
Case Study 6
Enterprise Service Management
Enterprise Service Management & Technology Transformation — Amtrak
Challenge
- 24/7 Tier 2 support for 400+ mission-critical applications serving 20,000+ employees
- Legacy ticket management workflows requiring modernization
- Enterprise-wide migration to ServiceNow ITSM platform
Actions Taken
- Served as one of six Tier 2 support leads — maintained 24/7 operational availability
- Contributed to ServiceNow migration — team owned service catalog workstream
- Participated in requirements gathering, testing, and IBM implementation discussions
- Partnered with service owners to redesign onboarding and operational processes
- Mentored junior analysts; coordinated cross-team service delivery initiatives
Results
- 24/7 availability maintained for 400+ critical applications
- 20,000+ employees supported nationwide
- ServiceNow migration completed — service catalog workstream delivered
- Improved service desk performance metrics through process redesign
ITIL Service Management
ServiceNow
Enterprise Operations
Team Leadership
Process Improvement
Case Study 7
Community Platform & Communications Operations
Multi-Platform Community Communications Infrastructure
Challenge
- Community spread across multiple platforms with no unified information distribution
- Manual posting to each channel was unsustainable at regional scale
- Game scheduling announcements needed automated distribution to players
- Regional hub required immediate web and social presence upon RVC promotion
Actions Taken
- Built atlantapfs.org on WordPress — architecture, plugins, content — since 2022
- Launched appaopregion.org regional hub in September 2025 within weeks of RVC promotion
- Designed 13-applet IFTTT automation network for multi-channel content distribution
- Automated Warhorn game scheduling → socials and Discord for Atlanta (deliberate decision not to replicate at regional scale due to volume)
- Embedded Paizo RSS feeds on both sites; piped Paizo blog to Discord via IFTTT
- Designed and implemented GeorgiaPFS Discord role-based architecture for 400+ members
Results
- 13 active applets — single-input, multi-channel distribution
- 400+ member Discord with role-based access across Georgia lodges
- Zero manual duplication — content updates propagate automatically
- Paizo content aggregation — community stays current without leaving Discord
- Zero incremental budget — all free-tier infrastructure
WordPress
IFTTT Automation
Discord Architecture
Community Operations
Content Strategy
RSS Integration
Technical Portfolio
Competencies demonstrated
Product Ownership & Direction
- Full product specification authorship
- Requirements gathering and definition
- QA leadership through production
- Vendor/developer direction
- React/JSX, Supabase, Node.js stack
Web & Automation
- WordPress (architecture, plugins, content)
- IFTTT (13-applet production network)
- RSS feed integration and aggregation
- Cross-platform content distribution
- Warhorn GraphQL data ingestion
Service & Project Management
- ServiceNow ITSM
- Jira, Jira Align, Confluence
- Maximo
- ITIL V3 Foundations
- Agile methodologies
Compliance & Risk
- HIPAA / GDPR
- ISO 9001 (1994 & 2000)
- Financial services regulations
- NDA-compliant data architecture
- Audit preparation