IT Business Relationship Manager
At Sutherland, I sit between IT and the rest of the business — making sure the technology the company invests in is actually shaped around what the people using it need. That means working with stakeholders to align roadmaps with real priorities, leading cross-functional teams through complex deployments, and helping senior leadership decide where emerging tech (AI, cloud, IoT) genuinely earns its keep.
I also started OCS Holdings on the side to build the things I kept wishing already existed — small developer tools, AI-native experiments, and the infrastructure to run them. Here’s what I’m responsible for:
An AI-native project management platform built from scratch on Next.js and Prisma — planning the model can actually help with. It now runs on a built-in agent-coordination mesh (formerly AI Mesh) that carries my keys, services, and shared state across every Claude Code instance — no copy-paste, no drift.
A Claude Code skill that puts other AI coding models — Grok, Codex, a local LLM — on a read-only QA panel to audit AI-written code before it ships. Different model families catch what a single reviewer misses, and every finding is verified against the source, never relayed on trust. MIT-licensed, and always open source.
Open sourceA Chrome extension that makes Gmail & Google Calendar behave like Outlook — real dark mode on email bodies, move-to-folder, an Outlook-style right-click menu, attachments on top, auto-capitalize, a format painter, and real tables in compose. Pure content script: no API, no OAuth, no backend. MIT-licensed, and always open source.
An installer and curated library of agents, skills, and rules for Claude Code — the way I wish it had shipped out of the box.
A decade of enterprise IT and team leadership at Sutherland Global, plus earlier work building businesses from scratch.
Align IT strategy with business stakeholders across the enterprise. Lead cross-functional teams on enterprise software deployments and technology transformation, manage vendor relationships and strategic sourcing, and advise senior leadership on emerging technologies (AI, cloud, IoT). Maintain IT governance, compliance, and risk frameworks while advising on technology roadmaps and process automation.
Led the technical launch and ongoing operation of a 25+ agent program. Owned VMware integration, the Thin Client → Dizzion → SRW migrations, and resolution of WDE / VDI performance issues. Primary technical escalation point and consistent KPI leader.
Managed 25+ agents on inbound technical support with a sales component. Supported the launches of the Disney WAH program (2019) and Cox Chat skilling (2020). Promoted 7+ agents off the phones into specialty roles under my leadership.
Coached and developed a team of 20 agents while owning scheduling, attendance, shrink, and KPI accountability. Live-call observing and behavior-based coaching to close knowledge gaps.
Handled inbound technical support contacts and maintained all client and vendor KPIs. Started coaching peers on call behaviors before being promoted into management.
Ran day-to-day operations of an electronics resale business — sourcing, repairing, listing, and shipping inventory across online and local channels. Owned inventory control and accounting end-to-end.
Managed inventory and purchasing for a two-location retail store. Built purchasing guidelines from sales data and directed deliveries and shipments.
Inbound customer contacts for multiple credit-card rewards programs. Redeemed points, owned customer satisfaction, and held all client/vendor KPIs.
The fastest way to reach me is email. Everything else lives where you'd expect.