Changing how the work actually gets done.
Most organizations do not have a technology problem, they have a coordination problem: information living in someone's inbox, approvals that stall, the same record typed into three systems. I map how the work moves today, design where it should live instead, then implement it and stay through training and adoption. A system nobody uses is not a delivered system.
31 projects10 organizations
Tools & methods
Zoho OneSalesforceCRMERPZoho DeskZoho BooksZoho FlowProcess mappingRole-based permissionsApproval workflowsSOPsTraining and adoption
Northern Trust2024–2025Application readiness assessmentWorking with application teams to find and clear what would break at cutover: outdated database fields, insecure account structures, and legacy integrations.YourChoice Concierge2021–202430+ client implementationsThe core practice: discovery, scoping, solution design, build, migration, UAT, training, and handoff, ranging from single-app deployments to full Zoho One ERP rollouts.YourChoice Concierge2021–2024Dog Guard dealer CRM & project systemCRM and project tooling for a national network of independent dealers selling and installing pet-containment systems, covering dealer discovery, installation, support, and warranty registration.YourChoice Concierge2021–2024Schooley Mitchell CRM & custom mobile appA CRM implementation paired with a custom mobile application for an independent cost-reduction consultancy.YourChoice Concierge2021–2024CARE Risk Retention Group CRM & migrationCRM implementation, data migration, and automation for a medical-liability risk-retention insurer.YourChoice Concierge2021–2024Sales pipeline & deal tracking baseA relational sales base linking deals, products, contacts, and interactions, with pipeline stages, lead types, deal values, close dates, and license counts.YourChoice Concierge2021–2024Zoho One environment rolloutsStanding up full Zoho One environments (CRM, Projects, Desk, People, Analytics, Sign, Vault) and connecting them to the productivity tools a client already uses.National Restaurant Association2023ServSafe e-commerce rebuildA comprehensive rebuild of the ServSafe web and commerce experience around a single account and a shared shopping cart across previously separate products.National Restaurant Association2023Instructor & proctor workflowsThe operational workflows behind certification delivery: instructor and proctor access, exam administration, score handling, and classroom resources across domestic and international programmes.National Restaurant Association2022–2023PMO & programme governance upliftIntroduced and improved the programme's operating discipline: RAID logs, weekly stand-ups, Microsoft Project adoption, training, governance, and change-management practice.Maison Magazine2018–2022Salesforce implementationA Salesforce implementation bringing the client relationship record and service experience into one managed system.Sunward Electronics2021–2022Multi-organization Zoho One administrationAdministering and developing the parent Zoho One account alongside multiple subsidiary dealer accounts, including dealers running their own separate environments.Sunward Electronics2021–2022Tiered dealer permission modelA permission design that granted access based on dealer size and relationship type, so the same platform served a one-person operation and a large regional dealer appropriately.Sunward Electronics2021–2022Separate internal & consumer support desksTwo distinct support environments, one for internal dealer support and one customer-facing, each with its own workflows, escalation paths, and access controls.Sunward Electronics2021–2022Dealer notification & payout workflowsZoho Projects and Zoho Flow deployed for project tracking, dealer notifications, payout processing, and email workflows across the network.Peak Realty Chicago2020Custom ERP for brokerage operationsA purpose-built system connecting clients, brokers, property owners, accounting, and payouts: the record of how the business actually operated.Peak Realty Chicago2020Transaction & commission payout pipelineAn end-to-end pipeline covering the renter, property, agent, and company relationships, with automatic document generation, multi-party approvals, and disbursement notifications.Peak Realty Chicago2020Support ticket escalation automationAn automation that links a new support ticket to its CRM contact and deal, branches on deal value, re-checks whether the ticket is still open after a delay, and escalates by email and chat if it is.Cosmick Technologies2017–2019Agency project lifecycle systemA bespoke project lifecycle running from new-project email notification through Development, launch-site notification, SEO, completion notification, and Support, with defined project, milestone, and task semantics and separate Development, SEO, and Support task lists.Cosmick Technologies2017–2019Client reporting automationA more repeatable route from SEO and campaign data to client-ready reports, cutting manual assembly and making performance conversations easier to run.Cosmick Technologies2017–2019Zoho CRM, Projects & Desk deliveryZoho implementations delivered both internally and for client accounts, covering CRM, project tracking, service desk, and file management.Peak Realty Chicago2019Zoho One implementationCRM, Books, People, Projects, and Social configured as one operating environment, with role-based permissions, lead capture, campaigns, and client communication.Windy City Cigars2019Integrated inventory management systemA system consolidating sales data across every channel into a single inventory position, so the storefront and the marketplaces stopped selling stock that was not there.Windy City Cigars2019Carrier & shipping label automationAutomated shipping-label generation through carrier integrations, removing a manual step from every order that left the warehouse.Windy City Cigars2019Warehouse & fulfilment integrationConnected warehouse operations to the commerce systems so picking, packing, and dispatch worked from the same record as the storefront.Windy City Cigars2019Remote 24/7 customer service operationHelped establish a distributed round-the-clock support team, including the workflows and access model that let remote agents actually resolve issues.Windy City Cigars2019Zoho One implementationCRM and automation deployed across the commercial operation, connecting customer records to marketing and service activity.Windy City Cigars2018–2019Campaign & production tracking boardA structured work-tracking board organizing upcoming work, work in progress, and planning, with priority, approval stage, proposed budget, owner, and date fields against campaign, creative, and reporting tasks.Intertek2015–2017Paper-to-digital records programmeCentralizing and digitizing physical inspection records so project information could be found, shared, and acted on reliably.Apple Inc.2011–2015Technical support & device repairDiagnostics, certified mobile device repair, and Genius Bar service: the foundation of a calm, customer-facing technical practice.Apple Inc.2011–2015Small-business consultingSupporting five to seven small-business clients per month with technology decisions, setup, and ongoing problems.