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Horizontal Digital

Location: Minneapolis, Minnesota
Duration: November 2021 – November 2025 (4 years, 1 month)
Employment Type: Full-time · Hybrid

Enterprise digital consultancy specializing in Sitecore, Contentstack, Optimizely, and Shopify solutions for Fortune 500 clients.

Director, Managed Services​

Duration: January 2024 – November 2025 (1 year, 11 months)

Overview​

Expanded role to lead the entire North American Managed Services department, establishing new operational standards, introducing AI-driven automation initiatives, and building the foundation for scalable service delivery across 20+ enterprise clients in hospitality, gaming, and e-commerce verticals.

Key Accomplishments​

AI & Automation Innovation​

  • Architected NOVA - Built a purpose-driven Agentic AI Orchestrator using .NET Aspire, RAG patterns, and Azure AI to automate log analysis, track recurring issues, maintain documentation, and accelerate client onboarding across hospitality and gaming platforms
  • Designed Integrated Knowledge System - Connected NOVA with Jira, Confluence, SharePoint, and GitHub to create an intelligent knowledge base enabling context-aware problem resolution for the Managed Services team
  • Engineered SOW Generator - Developed a .NET Aspire-based application with templatized architecture for rapid generation of client-specific statements of work while maintaining consistency and quality standards

Operational Excellence​

  • Expanded Revenue Streams - Partnered with sales and client engagement teams to introduce smaller-scale development work, creating a new revenue stream and improving both client and employee retention
  • Increased Client Engagement - Integrated development tasks into Managed Services workflows, maintaining customer relationships and keeping engineers motivated with meaningful work
  • Standardized Ticket Lifecycle Processes - Gathered feedback from team leads across regions and implemented a unified framework, strengthening communication and preventing mishandled requests
  • Streamlined Client Onboarding - Applied structured approaches used for ticketing procedures to address long-standing gaps in project handoffs and knowledge transfer

Infrastructure & Monitoring​

  • Replaced Antiquated Monitoring System - Led evaluation of multiple enterprise monitoring tools and selected New Relic, strengthening reporting capabilities for clients
  • Enhanced Client Visibility - Deployed New Relic dashboards with Jira and Financial Force integrations, providing clients with access to live and historical performance data

Technology Lead, Managed Services​

Duration: November 2021 – December 2024 (3 years, 2 months)

Overview​

Built and scaled the Managed Services department from an emergency response team serving 8 clients to a full-service Support & Development operation supporting 20+ enterprise clients. Grew department margins by ~8% while establishing sustainable processes and repeatable workflows.

Key Accomplishments​

Department Growth & Transformation​

  • Directed Cross-Functional Team - Led 30+ professionals including cloud engineers, developers, and support specialists by defining repeatable and sustainable processes
  • Refined Operations Model - Transitioned from emergency response model to structured full-service Support & Development department, broadening organizational impact
  • Grew Department Margins - Achieved ~8% margin improvement through operational efficiency and process standardization
  • Expanded Client Portfolio - Scaled from 8 emergency support clients to 20+ full-service client relationships

Team Structure & Processes​

  • Established Service Desk Team - Created dedicated Level One support team by reallocating responsibilities away from Cloud Engineers, allowing engineers to focus on remediation and continuous integration efforts
  • Advanced Departmental Maturity - Introduced structured ticketing practices and addressed communication gaps, supporting measurable gains in team performance
  • Strengthened Client Partnerships - Built positive relationships with Client Engagement and Sales teams, elevating departmental credibility within the organization

Technical Leadership​

  • Architected Support Infrastructure - Designed scalable ticketing and incident management systems for 20+ enterprise clients across hospitality, e-commerce, and gaming verticals
  • Engineered Transition Framework - Implemented CI/CD pipelines and established sustainable engineering practices
  • Designed Multi-Tier Support Architecture - Separated Level One service desk from cloud engineering teams, optimizing resource allocation
  • Rapid Analysis & Debugging - Quickly analyzed and debugged complex legacy codebases across multiple technology stacks, identifying architectural patterns and implementing targeted improvements

Technologies & Skills Summary​

Core Technical Stack​

  • Languages: C#, JavaScript/TypeScript, HTML/CSS, SQL
  • Frameworks: .NET Core, .NET Aspire, ASP.NET MVC, React, Next.js
  • Cloud Platforms: Azure Cloud, AWS, Vercel
  • DevOps: Docker, Git, CI/CD Pipelines, Azure DevOps
  • Databases: SQL Server, Database Architecture & Design

Enterprise Platforms​

  • CMS: Sitecore
  • Monitoring & Alerting: New Relic, Site24x7, OpsGenie
  • Project Management: JSM, Jira, Confluence, SharePoint
  • Version Control: GitHub, Azure DevOps

Architecture & Design​

  • Software Architecture & Solution Design
  • Cloud-Native Architecture
  • Microservices Architecture
  • API Development (REST/SOAP)
  • System Integration & Enterprise Application Development
  • Performance Optimization & Legacy Modernization

AI & Automation​

  • Agentic AI Systems & Orchestration
  • RAG (Retrieval-Augmented Generation) Patterns
  • Azure AI Integration
  • Intelligent Knowledge Systems

Business & Leadership​

  • Team Leadership & Management (30+ professionals)
  • Financial Analysis & Business Analysis
  • Client Relationship Management
  • Process Standardization & Operational Excellence
  • Strategic Planning & Department Growth
  • SaaS Architecture & Delivery

Notable Projects​

NOVA - Agentic AI Orchestrator​

Timeline: Late 2024 - 2025
Technologies: .NET Aspire, Azure AI, RAG Patterns, C#

Purpose-built AI orchestration system designed to automate Managed Services operations:

  • Automated log analysis and issue tracking
  • Intelligent documentation maintenance
  • Accelerated client onboarding
  • Context-aware problem resolution through integrated knowledge base
  • Connected with Jira, Confluence, SharePoint, and GitHub

SOW Generator​

Timeline: 2024-2025
Technologies: .NET Aspire, C#, Template Architecture

Streamlined sales and service delivery processes:

  • Rapid generation of client-specific statements of work
  • Templatized architecture ensuring consistency
  • Quality control mechanisms
  • Integration with sales workflows

Enterprise Monitoring Implementation​

Timeline: 2024
Technologies: New Relic, Jira API, Financial Force API

Comprehensive monitoring solution rollout:

  • Evaluated multiple enterprise monitoring platforms
  • Implemented New Relic across 20+ client environments
  • Built custom dashboards with real-time and historical data
  • Integrated with Jira for incident tracking and Financial Force for billing visibility