Requirements & Process Analysis
Work with stakeholders to understand current-state problems, define future-state workflows, and translate needs into practical solutions.
Business Systems. CRM. Process Improvement.
Turning Operational Needs Into Reliable Business Systems.
I work across business teams and technology to understand operational problems, define requirements, improve Salesforce and CRM workflows, connect systems, and support solutions through testing, training, launch, and continuous improvement.
At a glance
Business Systems Profile
A hands-on business systems professional who translates stakeholder needs into practical workflows, reliable data, useful reporting, and maintainable solutions.
Best Fit Roles
- Business Systems Analyst
- Applications Analyst
- CRM Analyst
- Business Analyst
Salesforce & CRM Workflows
Build routing, follow-up, validation, permissions, status, callback, and cross-department handoff processes.
Process Improvement
Reduce manual effort, standardize work, improve data consistency, and create clearer operational ownership.
Reporting & Visibility
Create dashboards, queues, status views, and reporting-ready data that support better decisions.
Implementation & Adoption
Support testing, documentation, training, launch, troubleshooting, feedback, and continuous improvement.
Integrations & Automation
Connect Salesforce, forms, communications, payments, documents, and internal applications through APIs and automation.
Featured Work
Key Projects
AI Phone Intake & Salesforce Automation
AI-powered phone intake that converted unstructured calls into matched, routed, and actionable Salesforce records.
- Matched callers across Leads, Accounts, and Contacts
- Routed each caller to the correct department and next action
- Delivered an estimated $44,884 net first-month business impact
Callback & Voicemail Tracking
Salesforce-connected workflow that standardized callback activity, voicemail attempts, ownership, and follow-up visibility.
- Tracked voicemail attempts through LVM 1–5
- Created shared callback history and work queues
- Made ownership and next actions visible
Avaya to RingCentral Migration
Company-wide phone-system migration that lowered platform cost and added included reporting dashboards.
- Supported approximately 100–130 employees
- Coordinated planning, testing, rollout, and training
- Maintained calling continuity through the transition
Time-Zone-Based Communication
Salesforce automation that distributed customer outreach at appropriate local times while balancing team workload.
- Used lead location and time-zone data
- Released email and SMS in morning or afternoon windows
- Stored timing and status visibility in Salesforce
How I Add Value
Improving Systems From Need to Adoption
Effective systems work connects people, process, data, technology, and support—not just the build.
Process Efficiency
Standardized workflows and automation reduce repetitive work, delays, and avoidable handoffs.
Reliable CRM Data
Validation, duplicate control, structured fields, and status rules keep operational data usable.
Operational Visibility
Dashboards, queues, ownership, and reporting make current work and next actions easier to understand.
Sustained Adoption
Testing, documentation, training, troubleshooting, and feedback keep solutions working after launch.
End-to-End Product Ownership
SystemFlow Business Systems Lab.
SystemFlow Automation is my hands-on environment for turning operational needs into working systems. I gather requirements, map workflows, define data and routing rules, connect services, build dashboards, test behavior, document the process, and support users through handoff.
The current product focus is phone intake and follow-up accountability: capture structured call data, identify what requires action, assign ownership, preserve context, and make outstanding work visible through a clear operational dashboard.
24/7
Automated intake
Capture caller information and preserve context outside normal business hours.
1
Shared workflow
Centralize lead status, assignment, callbacks, transcripts, and follow-up accountability.
MVP
End-to-end ownership
Move from discovery and requirements through build, testing, launch, and support.
Requirements Discovery
Identify the business problem, users, desired workflow, routing rules, exceptions, and measures of success.
Operational Dashboard
Give users a clear view of calls, summaries, statuses, ownership, callbacks, and outstanding work.
Workflow Accountability
Track who handled each item, when it changed, what remains open, and what action comes next.
Integration Ready
Connect telephony, AI, CRM data, notifications, scheduling, and reporting through structured APIs.
Business Systems Experience
Professional Experience
Experience translating operational needs into Salesforce workflows, automation, integrations, dashboards, tested solutions, documentation, training, and ongoing support.
Aug 2022 – Jun 2026
Business Technology Specialist | CRM & Systems Automation
Patriot Angels · Nashville, TN
Partnered with business teams to analyze operational needs, improve Salesforce workflows, connect systems, and support solutions from requirements through adoption.
- Worked directly with intake, sales, legal, filing, claims, finance, marketing, and leadership to turn business ideas and operational problems into usable technical solutions.
- Built and maintained Salesforce workflows for lead routing, follow-up, client intake, payments, document processing, attribution, duplicate control, status updates, and cross-department handoffs.
- Configured custom objects, fields, department views, permissions, validation, callback tracking, and automation to improve day-to-day operations and data consistency.
- Developed PHP/MySQL dashboards and internal tools for missed calls, callbacks, email triage, department assignment, user administration, and operational reporting.
- Connected Salesforce, WordPress, Twilio, OpenAI, ElevenLabs, scheduling, payment, and document-generation systems through forms, APIs, and automation.
- Built an AI voice and call-tracking solution associated with approximately $44,350 in first-month attributed client revenue and 113 frontline work hours reduced or avoided.
- Supported launches through QA/testing, troubleshooting, documentation, user training, feedback, and ongoing workflow changes.
Jan 2024 – Present
Founder | Business Systems & Automation
SystemFlow Automation · Nashville, TN
Build practical workflow and automation solutions for small businesses while owning discovery, process design, integration, testing, implementation, and handoff.
- Build missed-call capture, AI voice intake, CRM follow-up, routing, notification, callback scheduling, and operational dashboard workflows.
- Gather business needs, map current and desired workflows, configure integrations, test system behavior, and support users through implementation and handoff.
- Developed voice-agent and dashboard concepts using Twilio, OpenAI, PHP/MySQL, REST APIs, structured call data, lead statuses, transcripts, and follow-up workflows.
Dec 2019 – Aug 2022
Director of Video | Warehouse Operations | Fleet Support
46 Entertainment / 46 Logistics · Gallatin, TN
Combined systems implementation, inventory operations, vendor coordination, technical troubleshooting, quality control, and high-availability logistics support.
- Implemented Flex Rental Solutions to improve inventory management, equipment tracking, availability, and project-management gear quoting.
- Managed production inventory and coordinated quality control, show preparation, client needs, logistics, equipment testing, repair, and technical troubleshooting.
- Provided 24/7 operational support for breakdowns, repairs, vendors, and financial assistance across a 33-truck logistics operation.
Jan 2018 – Dec 2019
Video Director | LED Technician | Projectionist | Camera Operator
Freelance · Nashville, TN / National
Delivered live technical projects requiring planning, client communication, crew coordination, rapid troubleshooting, and reliable execution under pressure.
- Supported national tours and corporate events for Alan Jackson, Luke Bryan, John Crist, Monster Energy, MLB, Young Living, Novartis, Peavey, and Stanley Black & Decker.
- Directed a live comedy tour with 93,693 tickets sold across 20 states and 2 countries while managing video systems, crews, client communication, and live technical troubleshooting.
Selected Business Systems Projects
Process Improvement From Current State to Control Plan
Requirements, workflow design, build, testing, adoption, support, and measurable outcomes
AI Phone Intake & Salesforce Automation
Converted unstructured calls into matched, routed, actionable Salesforce records with department views, permissions, reporting, callbacks, and human review.
Callback & Voicemail Tracking
Standardized LVM 1–5 attempts, shared callback history, checked and unchecked queues, ownership, and next-action visibility.
Avaya to RingCentral Migration
Helped move approximately 100–130 employees to a lower-cost phone platform with included dashboards through planning, testing, training, rollout, and support.
Time-Zone-Based Communication
Used lead location, status, and capacity rules to distribute email and SMS outreach at appropriate local times while preserving Salesforce visibility.
Business + Technology
Skills for Business Systems Work
Business Analysis
Requirements Gathering
Stakeholder Collaboration
Process Mapping
Current / Future State
Salesforce & CRM
Flow Builder
Custom Fields
Validation
Routing & Handoffs
Process Improvement
Workflow Analysis
Standardization
Automation
Root-Cause Thinking
Reporting & Data
Dashboards
Excel / Microsoft 365
SQL / MySQL
Data Quality
Delivery & Support
QA / Testing
Troubleshooting
Documentation
User Training
Integrations
REST APIs / JSON
PHP / JavaScript
Twilio / OpenAI
WordPress / Zapier
Looking for a Business-to-Technology Bridge?
I bring hands-on Salesforce, process, reporting, integration, testing, training, and operational support experience to cross-functional systems work.