About memy stats
Information About me
Results-driven Operations and IT Management professional with 25+ years of experience leading high-performing teams in call centers, dispatch, field service coordination, and IT infrastructure. Successfully directed a 24/7 emergency dispatch center handling 250,000+ calls annually while ensuring HIPAA, OSHA, DOT, and federal/state compliance. Proven strengths in team leadership, SOC environment management, and integrating cybersecurity controls with audit-ready processes. I bring advanced expertise in applying AI and large language models (LLMs) to automate tasks, enhance training, and support data-driven decision-making, boosting efficiency, accuracy, and service quality. Proficient in CRM platforms, systems integration, remote support tools, and incident documentation. Experienced in deploying secure, compliant solutions like Zoll RescueNet and ESO to strengthen emergency medical operations. Known for delivering exceptional service outcomes, improving KPIs, and driving continuous, scalable improvement.
Throughout my career, I’ve led high-performance teams across customer service, dispatch, and IT operations, consistently driving efficiency, service quality, and organizational growth. My expertise includes supervising call centers, managing real-time scheduling, coordinating cross-functional initiatives, and implementing strategies that enhance both productivity and customer satisfaction.
Beyond the tech world, I am a published author of horror fiction and the founder of Wilson Family Lights, a yearly charity drive supporting shelter animals. These personal passions reflect my creativity, commitment to community, and ability to balance analytical leadership with heartfelt service..
1000+
Projects
Completed
25+
Years of
IT Support experience
25+
Years of
Call Center Management
25+
years of
staff and customer support management
My Skills
My Timeline
2004 - present
Web Design/PC Repair - Gus-A-Mus Enterprises/GigaTech1
Designed, developed, and deployed custom websites for diverse clients, while also delivering comprehensive IT services including PC repair, data recovery, and home network installation and optimization.
2023-2025
Technical Inspector/Cutomer Service - Massey Services
Conducted commercial and residential inspections, documented findings using mobile tools and CRM, communicated results to clients and teams, and ensured safety, compliance, and customer satisfaction through professional on-site service.
2021 - 2023
IT Manager / General Manager - Daytona Pressure
Led daily operations, call center activity, and multi-site scheduling while driving sales initiatives, managing cross-functional teams, and delivering exceptional customer service; implemented CRM solutions to streamline workflows, enhance quality assurance, and strengthen client and vendor relationships.
2019 - 2021
Route Manager / IT Support Specialist - WCA Waste (GFL Enviromental)
Managed real-time logistics, routing, and customer service in a high-demand environment, while providing first-tier IT support and resolving issues promptly to enhance team productivity and customer satisfaction.
2004 - 2016
IT Specialist / Dispatch Supervisor - Woods Ambulance
Led a 24/7 emergency call center handling 250,000+ annual calls, overseeing dispatch operations, shift scheduling, and staff training in HIPAA compliance, crisis de-escalation, and documentation; managed IT systems, security best practices, and troubleshooting, implementing tech-driven process improvements that cut dispatch times by 45% and enhanced patient service delivery.
2004 - 2014
Fire Fighter/EMT - Hubbardston Fire Department
Conducted safety inspections, enforced codes, and responded to emergency medical and fire incidents, while documenting findings, collaborating with authorities, and maintaining composure in high-pressure, hazardous environments.
Education and Certifications
My PortfolioMy Work
Explore a collection of my work spanning the full spectrum of my professional expertise and personal passions, from IT leadership and operations to published horror fiction and community-driven charity initiatives.
Calm Under Fire
“Calm Under Fire: The Secret Weapon for Customer Service Management” highlights how former 911 dispatchers are uniquely qualified to lead customer service teams. With exceptional composure, communication skills, multitasking ability, and empathy under pressure, they bring real-world crisis management experience that translates into calm, capable, and tech-savvy leadership making them powerful assets in any customer-facing role.
WINGET: The Pros and Cons of Using Windows Package Manager for Software Updates
WINGET is Microsoft's command-line Windows Package Manager that simplifies installing and updating software. Ideal for IT pros and power users, it supports automation, batch updates, and silent installs. Benefits include speed, integration, and a vast app repository. However, drawbacks include limited software availability, no rollback feature, and a command-line learning curve. While powerful, WINGET should complement not replace broader software management strategies.
So What is GitHub?
GitHub is a web-based platform that empowers developers to collaborate on projects and manage software development using Git for version control. It acts as a central hub where coders store, share, and efficiently work on code in the cloud, offering essential features like tracking code changes, facilitating team collaboration, supporting open-source development, and providing tools for project management and code review. Developers favor GitHub for its user-friendly interface, robust collaboration features, seamless tool integrations, strong community support, and comprehensive security measures, making it an indispensable asset for streamlining workflows and showcasing technical skills.
Influencers: The New Powerhouses of Advertising
In 2025, user-generated and influencer-led content is projected to surpass traditional advertising in ad revenue, signaling a major shift in the advertising landscape. This change is driven by brands seeking more authentic and efficient marketing in uncertain economic times, favoring relatable creators over polished corporate ads. The influencer marketing industry is rapidly growing, with brands like Unilever significantly increasing their influencer collaborations. While large brands are balancing macro-influencer reach with micro-influencer engagement using AI, challenges include managing numerous micro-influencers and addressing ethical concerns like disclosure and the rise of "influencer cartels." The future of this evolving industry will see increased integration of AI with influencers, tighter regulation, and a focus on authentic micro-communities, with human storytellers and long-term creator relationships remaining key to success.
ICybersecurity for Small Businesses: What It Means and Why It Matters
Cybersecurity is crucial for small businesses, which are increasingly targeted by cybercriminals due to their limited defenses. It involves protecting digital systems and data from threats like hacking and malware. Small businesses must prioritize cybersecurity to prevent financial losses, comply with regulations, maintain customer trust, and ensure business continuity. Key practices include strong passwords and multi-factor authentication, regular software updates, employee training, data backup, firewalls, antivirus protection, and limiting access to sensitive information. Additionally, cyber insurance can help mitigate financial damages from attacks. Proactive cybersecurity measures are essential investments for small businesses to protect their data, reputation, and operations.
Amazon's Bold Bid to Acquire TikTok: A Game-Changer or a Risky Gamble?
Amazon has reportedly bid to acquire TikTok, a move that could revolutionize social commerce by integrating e-commerce with the popular social media platform. This strategic decision aims to expand Amazon's presence in digital advertising, capture younger demographics, leverage TikTok's advanced AI and data insights, and bolster its streaming content. However, the acquisition faces significant challenges, including intense regulatory and antitrust scrutiny, potential difficulties in integrating two distinct corporate cultures, ongoing concerns about data privacy and security, and possible competitive backlash from other tech giants and TikTok's user community. The outcome remains uncertain, balancing the potential for a new digital landscape against substantial risks.
Contact MeContact
Contact Information
Thank you for your interest. For inquiries, employment opportunities, or a copy of my cv, feel free to reach out via email or connect with me on any of my social media platforms.
:Port Orange, FL 32129 USA
: Mount Wachusett Community College