Advanced Certified Scrum Product Owner® / Certified ServiceNow System Administrator / Business Systems Analyst / Agile Delivery
Cincinnati, OH
_{Updated: September 3, 2026}

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Summary

Product Owner/Business Analyst with 20 years of experience spanning technical operations leadership and Agile delivery. Currently embedded on Chick-fil-A’s ServiceNow platform team via Amdocs Studios, where I support three client-side Product Owners across requirements gathering, story writing, and end-to-end delivery for ServiceNow and API integration initiatives.

Before Amdocs, I spent nearly 20 years at iHeartMedia leading distributed technical support operations, eventually as Senior Director, Digital Applications Support — building and scaling teams, driving process automation, and keeping digital platforms running across a geographically dispersed organization.

I like taking ambiguous, messy problems and turning them into systems that actually work. My favorite kind of project starts with “nobody quite owns this yet” and ends with a clear, documented process someone else can run without me in the room.

A-CSPO and ServiceNow CSA certified. Bachelor’s in Information Technology (Summa Cum Laude), Southern New Hampshire University.

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Work Experience

Product Owner / Business Analyst

Amdocs Studios - Cincinnati, OH (embedded with Chick-fil-A, Inc.)
August 2021 to Present

I’m embedded within Chick-fil-A’s internal ServiceNow platform team, supporting three client-side Product Owners rather than owning a product line independently. My work sits at the intersection of requirements gathering, story writing, and delivery coordination — the BA function underneath a PO title.

Selected work:

• Delivery logistics incident reporting system — Led a multi-month initiative to design a unified issue-escalation system for distribution centers, covering intake categorization, assignment routing, priority-based SLAs, and contact mapping. Refactored the category hierarchy to eliminate ambiguous routing paths. The system is staged for pilot.
• Snyk OAuth 2.0 migration — Gathered requirements and wrote the Jira stories to migrate our Snyk integration from static API tokens to OAuth 2.0 with dynamic group admin assignment via the Snyk API. My role was requirements and coordination — the engineering team owned implementation.
• Jira workflow automation — Designed and maintained automations that reduced manual processing and streamlined recurring team processes, freeing up capacity for higher-value work.
• Process automation for support response — Contributed to initiatives that cut support response times from two weeks to under 24 hours.
• Additional work: Advanced Work Assignment CSM build, international travel operations support, employee onboarding workflows, the Walk Up Experience portal, and Five9/Record Producer troubleshooting.

Day to day, I also facilitate Scrum ceremonies, train service desk and end-user teams, and coordinate with staff augmentation vendors to scale support capacity.

Senior Director, Digital Applications Support

iHeartMedia - Cincinnati, OH
January 2002 to July 2021

Nearly 20 years leading digital applications support operations across a distributed, multi-site organization — starting as an individual contributor and growing into a senior leadership role overseeing consistent service delivery, rapid incident resolution, and minimal downtime across geographically dispersed teams.

• Coached and developed technical teams, building high-performing groups through structured feedback and career development planning
• Spearheaded API integrations that improved cross-functional process efficiency by 25%
• Implemented automation strategies that boosted team productivity and operational scalability across podcast and digital platforms
• Designed security measures that meaningfully reduced risk to sensitive company data
• Recipient of the iHeartRadio Rockstar Award (2016)

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Education

Bachelor of Science, Information Technology
Summa Cum Laude
Southern New Hampshire University
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

Advanced Certified Scrum Product Owner® (A-CSPO)

September 2026 to September 2028 Issued by ScrumAlliance

ServiceNow Certified System Administrator (CSA)

April 2026 to April 2027 Issued by ServiceNow

Certified Scrum Product Owner® (CSPO)

September 2026 to September 2028
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.