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I am a Program and Project Manager with more than 20 years of experience delivering complex technology initiatives across enterprise and government environments. My background combines hands-on software development experience with over a decade leading large technology programs, enterprise system implementations, and digital transformation initiatives. I specialize in helping organizations deliver mission-critical systems, improve operational visibility through analytics, and successfully execute complex technology projects. I have led cross-functional teams responsible for delivering enterprise platforms, analytics solutions, GIS applications, and public-facing digital services supporting nationwide operations. Many organizations struggle with project execution, stakeholder alignment, and technology delivery. I help solve these problems by providing strong program governance, clear communication, and structured project delivery. Areas where I can help: • Program and Project Management for complex IT initiatives • Digital Transformation and enterprise system modernization • Agile delivery and cross-functional team leadership • Executive dashboards, analytics platforms, and reporting systems • Stakeholder management across technical and business teams • Program governance, reporting, and delivery oversight Clients appreciate my ability to quickly understand complex environments, coordinate teams, and drive projects from planning through successful delivery. If you need an experienced Program Manager to lead your initiative, improve delivery execution, or support a digital transformation effort, I would be happy to help.

Note: I was a Top Rated Plus freelancer for years, but I unfortunately encountered clients who undervalued expert-level work. Since 2023, any hourly rate below $35 shown on my “In Progress” or “Completed” Upwork contracts reflects a trial or training rate. When I later requested an adjustment to match my actual expertise, some clients left low reviews or ended the collaboration. I was recently an Operations Manager and Scheduling Department Manager at Therapy Tree, a US-based therapy services provider. I’m a Process Engineer with verified experience as a Customer Service Training Manager at a call center, backed by over 15 years of experience working with US-based clients. Having served as an Operations Manager, Business Manager, Customer Service Training Department Manager, Scheduling Department Manager, and Chief of Staff, I deeply understand how to support a business from both the people side and the process side. I am also an Upwork-certified Customer Service Specialist with formal training in employee development, business management, and risk management. I specialize in operating behind the scenes to keep processes running seamlessly, projects moving forward, and communities engaged, thriving in autonomous roles where clear written communication, proactive follow-through, and reliable reporting drive real growth. 🚀 RECENT HIGLIGHTS AND IMPACT Operations Manager and Scheduling Department Manager | Therapy Tree: Built operational frameworks from the ground up. Standardized QA frameworks, call-log auditing, and SOPs for scheduling adherence and root-cause analysis (RCA). Partnered with Data Analytics team to automate data pipelines and eliminate manual data entry errors. Process Engineer and Knowledge Base Admin| X-Team: Spent 3+ years reporting directly to the COO for a fully remote software engineering platform. Authored, audited, and maintained 20+ cross-functional SOPs across HR, CS, Sourcing, Sales, Finance, and Engineering. Sutherland (Customer Service Training Manager | Norton LifeLock: Led on-site and remote technical trainers. Developed end-to-end CS/technical training materials, user manuals, PPTs, eLearning modules, Continuous Improvement Plans (CIP), and Training Needs Analysis (TNA). 🛠️ CORE COMPETENCIES Operations and Process Engineering: SOP Creation, Process Mapping, Workflow Automation, Root-Cause Analysis (RCA), Continuous Improvement Plans (CIP). Technical Writing and Documentation: Knowledge Base Administration, User Guides, Training Manuals, Onboarding Guides, Escalation Frameworks. Toolchain Familiarity: Notion, Confluence, Salesforce, Front, ATS Systems, Google Workspace, Jira/SOP documentation tools. Whether you need to organize your internal company knowledge, standardize multi-department workflows, or build plug-and-play SOPs for your team, I deliver clear, precise, and actionable documentation that gets results. Let’s connect and optimize your operations!

Most operators don't understand software. Most software people have never actually run operations. I've done both — I've built and run a real business end-to-end, modernized it from the ground up, and I am building a consulting firm that specializes in tech stacks and bespoke ERPs purpose-built for project-based SMEs What that means for you: I can tighten your operational core — costing, procurement, billing, and margin control — select and implement the right tooling without overengineering it, and automate your back office so growth gets absorbed by systems, not headcount. Proof: the business I transformed doubled revenue to ~$2.6M while keeping one employee per support department. That growth was absorbed entirely by systems — not hiring. It now runs independently without my daily involvement. I work with construction, contracting, professional services, and any operations-heavy business where growth is being capped by operational chaos rather than lack of demand. Send me the one process that hurts most and I'll tell you free — whether it's a systems problem or a tooling problem. DOMAIN KNOWLEDGE: CONSTRUCTION | CONSULTING | SOFTWARE | FOOD & BEVERAGE SERVICE

I help founders, CEOs, and leadership teams build the operational systems, documentation, and governance frameworks that allow their organizations to scale with confidence. With over 16 years of professional experience, including 12+ years in HR Operations & Recruitment and 4+ years in Governance, Compliance, and Executive Operations, I partner with growing organizations to create structure where there is complexity. Whether supporting a founder, streamlining operations, or building scalable systems, my focus is on improving efficiency, accountability, and execution. My experience spans government, legal, healthcare, education, technology, and professional services across Australia, the United States, and the Philippines, supporting organizations through growth, transformation, and operational improvement. One of my most significant accomplishments was developing and leading the implementation of an Enterprise Compliance Program from concept to execution. I designed the governance framework, compliance workflows, monitoring systems, policies, and standardized documentation that strengthened accountability and improved audit readiness across the organization. I also led the business-side development of an Automated Recruitment System, preparing the business case, developing the functional and technical specifications, mapping recruitment workflows, and working closely with developers to streamline and automate recruitment operations. As a Technical Writer and Executive Secretariat to the Board of Directors, I prepared executive briefings, board papers, resolutions, governance manuals, strategic reports, and meeting documentation for senior executives and board members. This experience strengthened my ability to communicate complex information clearly, accurately, and professionally for executive audiences. Today, I support Australian and U.S.-based organizations across executive operations, governance, HR operations, compliance, and strategic projects. My work includes developing SOPs, governance frameworks, knowledge bases, operational manuals, board documentation, Position Descriptions, KPI frameworks, executive reports, compliance registers, and process documentation that help organizations operate more efficiently and scale sustainably. I believe documentation should do more than explain a process—it should create clarity, improve consistency, reduce operational risk, and enable execution. WHAT I CAN HELP YOU WITH Executive Operations & Founder Support Executive project coordination Executive reporting and briefing papers Board coordination and meeting management Strategic planning support Executive communications SOPs & Process Improvement SOPs and operational manuals Workflow mapping and process optimization Knowledge base development User guides and documentation libraries Business process reviews Governance & Compliance Governance frameworks Compliance programs and monitoring systems Policy and procedure development Board governance documentation Audit-ready documentation HR Operations Recruitment and onboarding Position Descriptions and KPI frameworks HR policies and employee documentation Performance management documentation HR process improvement Business Analysis Business requirements gathering Functional and technical specifications Gap analysis Process redesign Operational reviews WHAT SETS ME APART ✔ I build systems—not just documents. ✔ I translate complex business requirements into practical, scalable workflows. ✔ I combine strategic thinking with hands-on execution. ✔ I proactively identify operational gaps before they become problems. ✔ I create documentation that teams actually use. ✔ I thrive in fast-growing organizations where structure is needed to support scale. TOOLS & PLATFORMS Microsoft 365 • Google Workspace • ClickUp • Notion • SharePoint • Dropbox SAP HRIS (10 years) • SAP HCM • AI Tools (ChatGPT, Claude, Microsoft Copilot) Knowledge Management Systems • Compliance Registers • Documentation Libraries CREDENTIALS: IELTS Academic Overall Band Score 8.0 (CEFR C1 – Proficient User) Certified Compliance Officer 16+ Years Professional Experience Technical Writer for Executive Leadership & Board of Directors Executive Operations across Australian and U.S.-based organizations Enterprise Compliance Program Developer Business-side Lead for an Automated Recruitment System WHAT YOU CAN EXPECT ✔ A proactive operational partner who takes ownership. ✔ Executive-quality documentation and communication. ✔ Organized systems that reduce inefficiencies and improve accountability. ✔ Scalable workflows that support business growth. ✔ High attention to detail, professionalism, and discretion.

I help startups and service businesses build operational systems that increase margins, reduce inefficiencies, and create scalable structure. With enterprise-level experience at Vertiv,Telstra, Netspend, iRhythm, and Walmart and Lean Six Sigma Black Belt certification, I bring structured execution into growing teams that need clarity, accountability, and measurable improvement. I specialize in: • Operational process design & workflow architecture • SOP development and documentation systems • KPI dashboard creation and reporting cadence • Cross-functional program leadership • Margin improvement through process redesign • Scaling service businesses without operational chaos Selected Impact: • Improved SLA adherence from 68% to 95% • Reduced process cycle time by 30%+ • Led multi-region initiatives (US, EMEA, APAC) • Managed high-volume healthcare & call center operations I prioritize defined scope, clear deliverables, and measurable outcomes to ensure smooth collaboration and high client satisfaction. If you need disciplined execution and systems thinking — not just task coordination — let’s build structure that scales. I value structured communication, defined timelines, and proactive updates to ensure clarity and reliability throughout every engagement.

I help businesses organize operations, improve workflows, and build structured systems that increase efficiency, visibility, and accountability. With 20+ years of experience in operations, compliance, ISO systems, and team coordination, I bring a process-driven approach to project support, documentation, reporting, and workflow organization. I specialize in helping growing businesses create clear operational systems so teams can stay organized, reduce manual inefficiencies, and keep projects moving smoothly. ✅ Areas I Can Support • Project coordination and operational tracking • Workflow organization and process improvement • SOP creation and documentation systems • Compliance tracking and audit preparation • CRM/data cleanup and structured reporting • Dashboard reporting (Excel / basic Power BI) • Administrative and operations support • Google Workspace and document organization ✅ Tools & Platforms • Microsoft Excel (Pivot Tables, XLOOKUP, reporting) • Google Workspace (Docs, Sheets, Drive) • Power BI (basic dashboards) • Slack / ClickUp / Zoom / MS Teams • Currently expanding into Notion, automation tools, and workflow systems ✅ Compliance & Systems Background • ISO 9001 / 14001 / 45001 systems support • Audit preparation and compliance coordination • Risk assessment and documentation management • Structured reporting and operational documentation ✅ What Sets Me Apart • 20+ years of real-world operations and compliance experience • Strong systems and process-oriented thinking • Able to organize disorganized workflows into structured systems • Reliable, detail-oriented, and proactive communication • Comfortable working independently with minimal supervision If you need someone who can help organize operations, improve workflows, support documentation systems, and keep projects moving efficiently, I’d be happy to help.