Maximizing Value: Revitalizing Processes and Expanding Services for a Technology Company

“To the Max” - DJ Kahled

Maximizing Value: Revitalizing Processes and Expanding Services for a Technology Company

Context & Challenge
When I joined a technology company as Operations Officer, I stepped into a role that quickly became broader than pure operations. The business faced both structural and systems-level breakdowns—issues that demanded leadership across technical architecture, platform optimization, vendor ecosystem strategy, and financial clarity. Aging point-of-sale systems, disconnected accounting tools, and missed opportunities in tech-enabled service delivery required not just a COO’s process focus, but also the vision and capabilities of a CTO.

The Solution

I implemented a series of changes to tackle both immediate inefficiencies and long-term growth opportunities:

1. Optimizing Underused Systems

   • Utilized SolarWinds, a premium platform the company was paying for but not leveraging effectively, to create a quote-to-inventory system for tracking and managing client orders and communication.

   • Integrated QuickBooks with historical data for a cohesive accounting system, enabling more accurate financial tracking and client insights.

2. Revitalizing the Retail Store

   • Conducted the first-ever inventory adjustment to establish accurate totals, eliminating false inventory records.

   • Designed a structured SKU reading and sticker printing process to correctly label and track inventory, streamlining vendor profiles and ordering processes.

   • Shifted from pre-built “custom computer” offerings to stocking high-demand items based on in-person purchase trends, tailoring inventory to customer behavior.

3. Resolving Outstanding Financial Issues

   • Unearthed a backlog of outstanding invoices and abandoned service accounts.

   • Launched a campaign to reconcile debts, clear escrow accounts, and rebuild financial accuracy.

4. Service Accountability and Education

   • Created an SLA (Service Level Agreement) packet to inspire confidence in the company’s services and ensure accountability.

   • Streamlined the ticketing communication system for new, ongoing, and past work, providing both employees and clients with clear project visibility and progress tracking.

   • Trained the accounting team to use the historical data effectively, enabling proactive communication with clients regarding payment benchmarks and support needs.

5. Expanding Revenue Streams

   • Leveraged existing network cablers by ensuring they obtained proper certifications for hardware services, allowing the company to expand into video, security, and fire protection services for both commercial and residential properties.

   • Added credit card processing partnerships, offering restaurants and bars a single point of support for their transactional needs.

   • Designed and implemented point-of-sale systems, access control solutions, and more to serve client-specific needs.

The Results

• Operational Efficiency: Streamlined inventory and vendor management created operational clarity and improved retail-side performance.

• Financial Reclamation: Cleared outstanding debts and reconciled false inventory, eliminating financial inaccuracies.

• Improved Client Communication: The SLA packet and ticketing systems built trust and confidence, improving satisfaction and reducing delays in payment.

• Revenue Growth: Expanded cabling services and credit card processing solutions created new revenue streams, diversifying the company’s offerings.

• Team Empowerment: By providing certifications, training, and improved tools, employees were better equipped to serve clients confidently and effectively.

Reflection and Impact

Reflection & Impact

This wasn’t just about process, it was about full-spectrum transformation. The role demanded a blend of operational precision and technical foresight. From legacy tech integration to data-driven client strategy and systems design, this project reaffirmed my ability to lead individual, specific projects and overall operational excellence. When technology, people, and strategy intersect, that's where I thrive—and where I drive the most impact.