Problem Solver
Specializing in Freshservice implementation, DevOps practices, and custom software solutions that drive real business outcomes. From kickoff to hypercare — I'm with you at every step.
Custom software solutions built around your specific business needs. I dig into your operations to ensure the implementation fits perfectly — technically and strategically.
Leveraging the latest tools to deliver innovative software solutions that keep you ahead in a rapidly evolving digital landscape, without overwhelming complexity.
Deep training in DevOps practices that blend development and operations seamlessly. Benefit from optimized processes and a culture of continuous improvement.
Dedicated to excellence in Freshservice implementation and software consulting — meeting each client's unique requirements with precision and care.
I specialize in software solutions that drive business growth. My background spans 15+ years of systems-level C/C++ programming, Freshservice implementation, and operations management.
I hold certifications from Freshworks in Freshservice Expert, Freshdesk, Freshcaller, and Freshchat, and earned my B.S. in Applied MIS with Operations Management from UNC (Summa Cum Laude).
From practical Freshservice field guides to personal development — a growing library drawn from real experience. Click any book to read more and access companion files.
A strategic guide to what happens after go-live — automation, ITSM maturity, ITIL alignment, Freddy AI, and how to evolve with Freshservice over time.
A hands-on field manual covering discovery, configuration, CMDB design, agent training, go-live, and the hypercare phase — with 20+ real-world walkthroughs.
The definitive step-by-step playbook — configuration, workflows, SLAs, asset management, onboarding, reporting, and more. Built for implementers to get it right the first time.
The Definitive Gentleman's Guide to Dating Relationships — timeless principles of intentional courtship with confidence and integrity. Available on Amazon.
The post-go-live playbook for organizations ready to move beyond the basics and unlock the full potential of their Freshservice investment.
Understanding what happens after go-live is just as important as getting there. In my work as a Freshservice implementation consultant, I've seen too many teams stop short, thinking the job is done once the platform is live. That's why I wrote Next Steps: Expanding Freshservice Value. I believe the post-go-live phase is where the real transformation begins.
This is the time to step back and assess your current ITSM maturity — not to judge, but to build. Identifying your organization's strengths and friction points lays the foundation for meaningful optimization and automation. In today's fast-moving digital environment, efficient IT service management isn't a luxury — it's a requirement for innovation, growth, and reliable delivery.
Freshservice makes it easy to start small and scale fast. From auto-triaging tickets to triggering approvals and orchestrating third-party integrations, the platform is built for automation — but only if you know how to structure it. I show how to identify the right entry points: repetitive tasks, time sinks, and high-impact workflows. These are the moments where automation earns back hours and builds trust with users.
This isn't theory — it's a playbook. With step-by-step use cases, configuration guides, and Freddy AI integrations, I guide you through automating incident management, change approvals, onboarding requests, and more using Freshservice's native tools. Whether you're just starting or refining your automation roadmap, Next Steps is designed to help you make Freshservice work smarter for you, your team, and your business.
The companion files include all appendices, planning worksheets, and templates referenced throughout the book.
⬇ Download Companion Files (.zip)Don't go it alone. A step-by-step guide through planning, configuring, and launching Freshservice the right way — from discovery to dashboards.
Freshservice from Kickoff to Hypercare walks you step-by-step through planning, configuring, and launching Freshservice the right way — from intake interviews and CMDB design to agent training and post-launch hypercare.
Whether you're leading your first implementation or refining your internal playbook, this practical field manual combines ITIL best practices with tactical how-to content built around real Freshservice deployments.
The Kickoff to Hypercare phase is a pivotal component in the rollout of Freshservice. By examining best practices and lessons learned, this book lays the groundwork for sustainable service management and fosters a culture of continuous improvement. Through structured guidance, businesses can effectively address any teething issues and ensure end-users are prepared and confident.
A Practical Guide to ITSM Excellence — built for implementers to get it right the first time.
Downloadable worksheets, templates, and process documents are included throughout each chapter of the book.
Mastering Freshservice Implementations is your comprehensive playbook for deploying Freshservice the right way. Whether you're an IT manager, Freshservice administrator, consultant, or project sponsor, this guide gives you the structure, insights, and tools to navigate implementation from planning through post-go-live support.
Structured by project milestones, each chapter maps technical setup to ITSM principles, providing downloadable worksheets, templates, and process documents along the way. Whether you're launching a new Freshservice instance or optimizing an existing one, this book helps you avoid missteps and maximize long-term value.
The Definitive Gentleman's Guide to Dating Relationships — timeless principles of intentional courtship with confidence and integrity.
I am proud to announce the publication of my book on dating manners and etiquette for gentlemen. Dating in the Art & Style of a Gentleman is a thoughtful guide to building meaningful romantic connections — grounded in timeless principles of respect, intentionality, and integrity.
Written from personal experience and reflection, this book offers a counterpoint to the noise of modern dating culture. It is a guide for men who want to approach relationships with deliberateness, treat their partners with genuine respect, and become the best version of themselves in the process.
Three formatted resume downloads, a full background summary, and detailed FAQs about my career path.
Seeking the right role to restart and grow — bringing deep technical experience and fresh management skills to a team that values both.
Certified Freshservice Expert with real implementation experience. Comfortable with configuration, workflow design, agent setup, integrations, and stakeholder training. Currently studying for Freshdesk Expert certification.
Google-certified PM who has managed real-world software delivery projects. I understand both the engineering and business sides, making me an unusually grounded PM.
My MIS degree and development background combine naturally for DevOps. I want to build and lead teams that ship reliably, improve continuously, and serve the business well.
15+ years in C/C++ systems programming, now adding Python. Happy to re-enter as a developer given the right project and manager — I know I'll need to earn my place and I'm ready for that.
Cities like Austin, Raleigh, and Charleston would be great. London or Malta would be fine too.
I am at a career crossroads. I went back to school for IT MIS management as I believe I would make a very effective operations manager who is more valuable by leading others to do their best. At the same time, my background in software development is still relevant, and I would consider working as a developer given the right support, project, and manager.
Professional Loan Signing Agent serving Henderson, Transylvania, and parts of southern Buncombe County. Available most reasonable hours and distances.
Refinances (Refi's), seller transactions, purchases, and HELOCs. I handle all paperwork with professionalism and precision to keep your closing on track.
Title signings and will execution with the care these important documents deserve. Everything properly witnessed and notarized.
More than willing to attend to hospice care, hospitals, and convalescent care facilities. Patient, discreet, and respectful in every sensitive appointment.
Serving Henderson, Transylvania, and parts of southern Buncombe County. Available most reasonable hours — call to confirm availability for your location.
Consultant, author, notary, and lifelong learner — based in Hendersonville, North Carolina.
I am a seasoned technologist who has deliberately chosen to restart from the ground up. After 15+ years in C/C++ systems programming and development management, I took time to explore other passions before returning with fresh eyes and an MIS degree.
My unique path has made me more empathetic to both the human and technical sides of every project. I know what it means to build things, to manage people, to serve clients, and to start over. That breadth is my competitive advantage.
Today I focus on Freshservice implementation and consulting, helping organizations get real value from their ITSM investments. I also serve the Hendersonville community as a Notary Public and Loan Signing Agent, and continue writing books that share what I've learned.
Whether you need Freshservice implementation help, notary services, or just want to connect — I'd love to hear from you.
Available for consulting engagements, implementation projects, and notary public services in the Hendersonville, NC area.