Certified Scrum Product Owner® / Certified ServiceNow System Administrator / Business Systems Analyst / Agile Delivery
Cincinnati, OH
_{Updated: June 4, 2026}

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Summary

Results-driven Senior Technical Business Analyst and Technology Operations Leader with 20+ years of experience delivering enterprise implementations, systems integrations, UAT leadership, and phased deployment initiatives in complex environments. Proven ability to translate business requirements into scalable technical solutions, align cross-functional stakeholders, and drive high-quality releases with minimal operational disruption. Deep expertise in ServiceNow, API integrations, Jira workflow optimization, data migration, and Agile delivery, with a strong record of improving processes, accelerating issue resolution, and enhancing business performance through technology transformation.

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Work Experience

Associate Product Owner / Senior Technical Business Analyst

Amdocs Studios — Cincinnati, OH
August 2021 to Present

• Implemented the strategic vision for ServiceNow and API integrations at Chick-fil-A, aligning product roadmaps with business objectives to enhance customer satisfaction.
• Proactively designed, maintained, and enhanced Jira workflow automations that reduced manual work and streamlined recurring processes, enabling the team to deliver more impactful work on time with greater accuracy and efficiency.
• Took ownership of user stories from requirements gathering through UAT and to a clear Definition of Done with minimal guidance, consistently bridging business needs and technical delivery while supporting high-quality releases.
• Drove process automation initiatives that reduced support response times from two weeks to under 24 hours, significantly boosting operational efficiency.
• Led Scrum ceremonies and facilitated stakeholder collaboration, translating complex requirements into actionable specifications and fostering reliable, high-performance delivery.
• Directed training programs for service desk and end-user teams while collaborating with staff augmentation vendors, scaling support capacity and promoting continuous improvement.
• Championed IT service transformation efforts, including process redesign, technology adoption roadmaps (with deepening ServiceNow expertise), and organizational change initiatives to support long-term business goals and client retention.

Senior Director, Digital Operations / Support Engineer

iHeartMedia — Cincinnati, OH
June 2015 to July 2021

• Coached, mentored, and developed diverse technical teams, building high-performing groups through performance feedback, career development planning, and promotion of inclusive collaboration.
• Led IT support operations in distributed and multi-site environments, ensuring consistent service delivery, rapid incident resolution, and minimal downtime across geographically dispersed teams and locations.
• Spearheaded API integrations to streamline support systems, improving process efficiency by 25%, and promoting coordination across cross-functional teams.
• Implemented automation strategies, boosting team productivity and operational scalability for podcast and digital platforms.
• Designed security measures to protect sensitive data, significantly reducing risks to company assets.

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Education

Bachelor’s Degree in Information Technology
Southern New Hampshire University — Manchester, NH
August 2015 to May 2020

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Core Competencies

• Testing & Deployment: End-to-End Testing, UAT, System Integration Testing, Test Planning & Execution, Defect Triage & Resolution, Test Data Management, Pilot/Soft/Phased Launches, Mock Cutover Support
• Tools & Platforms: Jira (Advanced Workflow & Reporting), ServiceNow, API Integrations, Data Migration
• Methodologies: Agile/Scrum, Release Management, Stakeholder Collaboration, Change Management, Process Automation
• Leadership & Collaboration: Cross-Functional Coordination, Risk & Issue Reporting, Business Partnering, Virtual Team Leadership

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Certifications and Licenses

ServiceNow Certified System Administrator (CSA)

April 2026 to April 2027 Issued by ServiceNow

Certified Scrum Product Owner® (CSPO)

September 2024 to September 2026
Issued by ScrumAlliance
Maximizes product value through effective backlog management and prioritization, collaborates with stakeholders to align the product vision with business goals. Develops clear user stories, participates in sprint planning, and fosters a collaborative environment to drive success and ensure team alignment.

Explore Machine Learning

February 2024 to Present
Issued by Big Nerd Ranch
Machine Learning fundamentals, along with its practical use in application development.

React Essentials

December 2022 to Present
Issued by Big Nerd Ranch
Foundations of React development.