Profile
Product leader with 18 years bridging solution architecture, AI/ML platform delivery, advisory, strategy and enterprise software at scale. Built and shipped AI-powered chat, virtual assistant, and workflow automation products that measurably reduced operational costs and improved customer outcomes across government and commercial sectors. Equally comfortable shaping a multi-quarter roadmap, running product discovery sprints with end users, and standing up a technical proof of concept the same week. Fluent in the language of engineering, sales, and compliance.
AI is a core part of how I work. I use Claude, Gemini, OpenAI, and Copilot daily to accelerate product discovery, prototype solutions, and help clients reimagine their workflows — and I build production AI applications myself, including the full-stack platform at vhwave.com.
Professional Experience
IT Specialist · Acting Frontline Manager & Lead Solution Architect
Sep 2020 – Sep 2025
U.S. Department of the Treasury · Woodland Hills, CA
- Owned end-to-end product lifecycle for AI chatbot (virtual assistant) and chat platform — from requirements gathering and vendor selection through ML model tuning, launch, and post-deployment iteration — driving a 72% deflection rate for live-agent chat interactions and saving millions in taxpayer service costs.
- Led a cross-functional team of 30 (9 union staff + 21 contractors) across engineering, operations, and compliance, maintaining 98% application uptime during peak IRS filing seasons.
- Translated ambiguous agency needs into structured roadmaps and sprint-ready user stories for contact center SaaS platforms (eGain, ServiceNow, Cisco UCCE), cutting incident resolution time by 30%.
- Served as product owner for ServiceNow ITSM, managing incident, problem, change, knowledge, and access management modules; measurably reduced P1/P2 escalation volume through proactive process design.
- Collaborated with budget stakeholders to align platform investments with strategic objectives, balancing capability growth against compliance constraints (FedRAMP, NIST, IRM).
- Introduced desktop modernization initiatives across Windows and Mac environments that lifted end-user satisfaction scores by 20%.
Senior Solution Architect / eGain Product SME
Sep 2020 – Feb 2024
Tiverity Consulting, Inc. · Suwanee, GA (Remote)
- Served as the product subject-matter expert and voice-of-customer liaison on eGain platform deployments for federal clients, advising on roadmap priorities and translating agency requirements into actionable feature specifications.
- Participated in eGain's executive advisory board, contributing direct customer insights that influenced platform direction and feature prioritization.
- Designed and optimized identity and access management configurations within eGain, improving security posture by 20% and streamlining the permissions hierarchy by 15%.
Technical Client Success Manager
Jan 2020 – Sep 2020
mPulse Mobile, Inc. · Encino, CA
- Bridged technical implementation and customer success for healthcare marketing SaaS clients, boosting post-sales adoption by 18% through proactive communication and first-touch issue resolution.
- Reduced client onboarding time by 15% by streamlining deployment runbooks and virtualizing collaboration workflows.
Professional Services Technical Implementation Consultant
Sep 2016 – Sep 2019
Kaufman Hall (Axiom / Strata Decision) · Chicago, IL
- Led implementation of healthcare financial planning software for large hospital systems, extracting and transforming data from EPIC, Cerner, and Meditech into the Axiom platform.
- Owned project tracking, defect management, and status reporting in Salesforce PSA and Smartsheet; reduced open defects by 25% and improved delivery predictability by 20%.
Senior Solutions / Implementation Consultant
Mar 2013 – Sep 2016
eGain Communications · Sunnyvale, CA
- Designed, configured, and deployed AI-powered chat, email, secure messaging, and self-service knowledge solutions for enterprise clients including State Farm, Veterans Affairs, LL Bean, and Wells Fargo.
- Managed technical specifications and change management in Confluence and JIRA, accelerating feature delivery cycles by 20%.
Applied AI Projects
vhwave.com — Full-Stack Platform (AI-Assisted Development with Claude)- Custom swim team registration system with member management and payment tracking (html2canvas + jsPDF)
- Volunteer scheduling portal with role-based manager controls and mobile-responsive design (PHP + SQLite)
- Virtual assistant widget with live web scraping for dynamic FAQ content
- React-based point-of-sale application (WAVE Cafe) for concessions management with email receipts
- Google Apps Script pipelines automating PDF parsing, Gmail data extraction, and Google Sheets accounting
Core Competencies
Product & Strategy
AI & Automation
Compliance & Frameworks