Builder
Shopify
AI
Customer Support
eCommerce &
Support Leader
available in Houston or Anywhere
(working remote)
Based in the U.S.
Builder
Shopify
AI
Customer Support
eCommerce &
Support Leader
available in Houston or Anywhere
(working remote)
Based in the U.S.
Founder • Shopify Plus • Customer Experience • AI
Building Elite Teams Since 2004
Founder • Shopify Plus • Customer Experience • AI
Building Elite Teams Since 2004
About me
Scaling eCommerce
& Support with Human-Directed AI
Scaling eCommerce
& Support with Human-Directed AI
Scaling eCommerce
& Support with Human-Directed AI
I specialize in scaling eCommerce and support operations through human-directed AI. From growing Shopify Plus businesses to leading global support teams, I implement automation that enhances efficiency, elevates customer experiences, and transforms support into a driver of lasting growth.
Past experience
2020 - 2025
Support Manager | Archetype Themes
Built and led a global support team at Archetype Themes, delivering exceptional service to thousands of Shopify merchants. Launched review programs achieving the first 1,000+ theme reviews, and implemented AI-driven automation that cut repetitive tickets by 20%, transforming support into a driver of growth and customer success.
2020 - 2025
Support Manager | Archetype Themes
Built and led a global support team at Archetype Themes, delivering exceptional service to thousands of Shopify merchants. Launched review programs achieving the first 1,000+ theme reviews, and implemented AI-driven automation that cut repetitive tickets by 20%, transforming support into a driver of growth and customer success.
2020 - 2025
Support Manager | Archetype Themes
Built and led a global support team at Archetype Themes, delivering exceptional service to thousands of Shopify merchants. Launched review programs achieving the first 1,000+ theme reviews, and implemented AI-driven automation that cut repetitive tickets by 20%, transforming support into a driver of growth and customer success.
2017 - 2019
Customer Success Specialist | Style Hatch
Supported Shopify merchants with front-end theme customization, resolved thousands of tickets, and maintained a 100% positive review rating across 600+ Theme Store reviews. Led bug triage and documentation in GitHub, strengthening product quality while building a reputation for exceptional customer experience.
2017 - 2019
Customer Success Specialist | Style Hatch
Supported Shopify merchants with front-end theme customization, resolved thousands of tickets, and maintained a 100% positive review rating across 600+ Theme Store reviews. Led bug triage and documentation in GitHub, strengthening product quality while building a reputation for exceptional customer experience.
2017 - 2019
Customer Success Specialist | Style Hatch
Supported Shopify merchants with front-end theme customization, resolved thousands of tickets, and maintained a 100% positive review rating across 600+ Theme Store reviews. Led bug triage and documentation in GitHub, strengthening product quality while building a reputation for exceptional customer experience.
2007 - Current
Founder | eCommerce | Marketing | Customer Support | FMW Fasteners
Founded and scaled FMW Fasteners into a thriving Shopify Plus business, growing eCommerce revenue to $2M. Oversaw 20,000+ SKUs, integrated NetSuite with Shopify, and built efficient operations that balanced customer experience, technology, and business growth over more than a decade.
2007 - Current
Founder | eCommerce | Marketing | Customer Support | FMW Fasteners
Founded and scaled FMW Fasteners into a thriving Shopify Plus business, growing eCommerce revenue to $2M. Oversaw 20,000+ SKUs, integrated NetSuite with Shopify, and built efficient operations that balanced customer experience, technology, and business growth over more than a decade.
2007 - Current
Founder | eCommerce | Marketing | Customer Support | FMW Fasteners
Founded and scaled FMW Fasteners into a thriving Shopify Plus business, growing eCommerce revenue to $2M. Oversaw 20,000+ SKUs, integrated NetSuite with Shopify, and built efficient operations that balanced customer experience, technology, and business growth over more than a decade.
2004 - 2007
Regional Manager, Systems Engineering | Symantec Corp.
Managed a distributed team of pre-sales systems engineers driving $60M+ in revenue. Partnered with sales, services, and support teams to deliver seamless customer experiences pre- and post-sale, while providing product training that strengthened client adoption and retention in enterprise environments.
2004 - 2007
Regional Manager, Systems Engineering | Symantec Corp.
Managed a distributed team of pre-sales systems engineers driving $60M+ in revenue. Partnered with sales, services, and support teams to deliver seamless customer experiences pre- and post-sale, while providing product training that strengthened client adoption and retention in enterprise environments.
2004 - 2007
Regional Manager, Systems Engineering | Symantec Corp.
Managed a distributed team of pre-sales systems engineers driving $60M+ in revenue. Partnered with sales, services, and support teams to deliver seamless customer experiences pre- and post-sale, while providing product training that strengthened client adoption and retention in enterprise environments.
Services
Versatile &
Results-Driven
Highly adaptable leader driving growth across eCommerce, support, and AI—transforming challenges into opportunities with continuous innovation.
01
Customer Success & Support Leadership
Built and led global systems engineering & support teams, delivering exceptional customer experiences.
01
Customer Success & Support Leadership
Built and led global systems engineering & support teams, delivering exceptional customer experiences.
01
Customer Success & Support Leadership
Built and led global systems engineering & support teams, delivering exceptional customer experiences.
02
AI-Driven Automation & Innovation
Implemented human-directed AI (Kapa.ai) to streamline workflows, reduce repetitive tickets, and drive efficiency while keeping customer experience central .
02
AI-Driven Automation & Innovation
Implemented human-directed AI (Kapa.ai) to streamline workflows, reduce repetitive tickets, and drive efficiency while keeping customer experience central .
02
AI-Driven Automation & Innovation
Implemented human-directed AI (Kapa.ai) to streamline workflows, reduce repetitive tickets, and drive efficiency while keeping customer experience central .
03
eCommerce Operations & Growth
Founded and scaled FMW Fasteners into a multi-million-dollar Shopify Plus business, mastering product catalog management, systems integration, and growth strategy.
03
eCommerce Operations & Growth
Founded and scaled FMW Fasteners into a multi-million-dollar Shopify Plus business, mastering product catalog management, systems integration, and growth strategy.
03
eCommerce Operations & Growth
Founded and scaled FMW Fasteners into a multi-million-dollar Shopify Plus business, mastering product catalog management, systems integration, and growth strategy.
04
Cross-Functional Collaboration & Enablement
Proven ability to work across engineering, sales, and marketing—building processes, documentation, and training programs that scale business outcomes.
04
Cross-Functional Collaboration & Enablement
Proven ability to work across engineering, sales, and marketing—building processes, documentation, and training programs that scale business outcomes.
04
Cross-Functional Collaboration & Enablement
Proven ability to work across engineering, sales, and marketing—building processes, documentation, and training programs that scale business outcomes.
Current stack
Shopify
Netsuite
Intercom
Slack
Kapa.ai
Cursor
Github
Front
Zendesk
LLM
Progression
How Did I Get Here?
From Lead to Lead [er]
My path and the collective experience is what sets me apart.
01
Enterprise Foundations
9 years
Technical Support
Provided front-line technical support for BindView software tools, troubleshooting Windows Active Directory and Novell NDS issues and assisting customers with software implementations.
Pre-Sales Systems Engineering
Delivered technical presentations, solutions design, and pre-sales support, helping close enterprise deals and exceed revenue targets.
Systems Engineering Manager
Led distributed systems engineering team, driving $60M+ revenue through pre-sales strategy, technical expertise, client training, and cross-functional collaboration.
Enterprise Foundations
9 years
Technical Support
Provided front-line technical support for BindView software tools, troubleshooting Windows Active Directory and Novell NDS issues and assisting customers with software implementations.
Pre-Sales Systems Engineering
Delivered technical presentations, solutions design, and pre-sales support, helping close enterprise deals and exceed revenue targets.
Systems Engineering Manager
Led distributed systems engineering team, driving $60M+ revenue through pre-sales strategy, technical expertise, client training, and cross-functional collaboration.
02
Entreprenurial Growth
15 Years
Netsuite
Implemented and optimized NetSuite ERP to streamline operations, integrate workflows, improve reporting, and support scalable eCommerce business growth.
Shopify Plus
Transitioned to Shopify Plus optimizing operations, integrations, and customer experiences to drive sustainable growth.
FMW Fasteners
Founded and scaled FMW Fasteners, growing Shopify Plus eCommerce to $2M in revenue while managing 20,000+ SKUs with NetSuite integration.
Entreprenurial Growth
15 Years
Netsuite
Implemented and optimized NetSuite ERP to streamline operations, integrate workflows, improve reporting, and support scalable eCommerce business growth.
Shopify Plus
Transitioned to Shopify Plus optimizing operations, integrations, and customer experiences to drive sustainable growth.
FMW Fasteners
Founded and scaled FMW Fasteners, growing Shopify Plus eCommerce to $2M in revenue while managing 20,000+ SKUs with NetSuite integration.
03
AI-Driven Support Leadership
8 years
Style Hatch
Provided front-end theme support, resolved thousands of tickets, and sustained 100% positive Shopify Theme Store rating across 600+ reviews.
All the AI Things
Implemented Retrieval-Augmented Generation and LLMs, automating responses and reducing repetitive support tickets by 20% while improving efficiency.
Archetype Themes
Led remote, global Shopify theme support team, launched milestone review program surpassing 1,000 reviews, and delivered exceptional merchant experiences.
AI-Driven Support Leadership
8 years
Style Hatch
Provided front-end theme support, resolved thousands of tickets, and sustained 100% positive Shopify Theme Store rating across 600+ reviews.
All the AI Things
Implemented Retrieval-Augmented Generation and LLMs, automating responses and reducing repetitive support tickets by 20% while improving efficiency.
Archetype Themes
Led remote, global Shopify theme support team, launched milestone review program surpassing 1,000 reviews, and delivered exceptional merchant experiences.