Selected work and practical outcomes.
This is not a gallery of decorative screenshots. These examples show how I approach customer adoption, technical problems, training, documentation, AI learning, and small-organization technology.
From purchase to productive use
Challenge: Customers needed more than a login. They needed help configuring software around real operating workflows, learning the product, and resolving issues that surfaced during adoption.
Approach: Led discovery, configuration guidance, workflow setup, training, troubleshooting, escalation, and post-launch support. Coordinated with Product, Engineering, Operations, and Support when blockers crossed team boundaries.
Outcome: Trained and onboarded 140+ customers and built reusable onboarding resources that made future implementations more consistent.
High volume without turning customers into ticket numbers
Challenge: Resolve complex technical and operational issues quickly while preserving clarity, ownership, and customer confidence.
Approach: Reproduced issues, reviewed settings and logs, separated product behavior from user workflow, documented evidence, escalated cleanly, and kept the customer informed.
Outcome: Managed roughly 120–150 technical/operational requests per week at Carbon6 with about 97% CSAT, supported by a deeper technical foundation from seven years in hosting support at GoDaddy.
Turn repeated answers into reusable guidance
Challenge: Common questions and implementation problems were being solved repeatedly instead of becoming shared knowledge.
Approach: Identified recurring patterns and converted working solutions into onboarding guides, SOPs, troubleshooting resources, and knowledge-base content. Used the same materials during customer training and internal support.
Outcome: More consistent onboarding, stronger self-service, and less time rebuilding the same answer from scratch.
Teach AI as a tool, not a magic trick
Challenge: Learners need enough confidence to use generative AI productively without becoming overconfident in its output.
Approach: Designed practical workshops around prompt construction, refinement, verification, research reliability, responsible use, critical thinking, productivity, and human review. Built exercises, prompt planners, quick references, assessments, and portfolio projects.
Outcome: A repeatable learning program focused on practical competence rather than novelty.
The parts of a website people notice only when they break
Challenge: Small organizations often have a site but no dependable technical owner for forms, DNS, email, mobile behavior, security, documents, and routine content changes.
Approach: Build and maintain lightweight sites, fix mobile navigation, connect forms to Microsoft 365 mailboxes, manage DNS/MX details, publish PDFs/resources, troubleshoot hosting, and handle ongoing changes.
Examples: Recent work includes homeschool and education organizations in Arizona, with projects spanning site builds, enrollment resources, contact forms, O365/GoDaddy mail delivery, and ongoing support.
Operational support across marketplace businesses
Managed operational oversight and customer-success responsibilities across up to 24 Amazon marketplace businesses/accounts, including listings, inventory/orders/cases, account health, customer support, and performance workflows. This work also led to The Jake Way LLC's Amazon agency presence.