Damon L. Muncy

Leading portfolio of 8 concurrent SaaS platforms, automation tools, and digital products with projected annual revenue exceeding $500K. Architecting end-to-end solutions from concept through deployment using AI-driven development workflows and modern cloud infrastructure.

• Enterprise Support Platform (95% Complete): Built comprehensive B2B SaaS platform featuring AI-powered ticket routing, knowledge management system, and analytics dashboard. Architected deployment pipeline using Netlify, integrated payment processing, and configured third-party APIs for enterprise clients.
• AI-Powered Automation Toolkit (100% Complete): Developed suite of 15+ automation templates for business process optimization achieving 60% productivity gains. Created workflow orchestration using Zapier, N8N, and custom Python scripts. Implemented AI agent delegation system for complex multi-step processes.
• Digital Asset Marketplace (40% Complete): Designing e-commerce platform for digital products with tiered pricing strategy. Building storefront using modern web frameworks, integrating payment gateways, and developing automated content delivery system.
• Internal Media Generation Tool (20% Complete): Provisioning cloud infrastructure (VPS) for AI-powered video generation. Installing workflow engines, deploying open-source AI models, and creating automation pipelines for batch media processing.
• MCP Tools Server Development: Building Model Context Protocol server for enhanced AI integrations. Creating custom tools for Asana, Gmail, Google Calendar, Notion, JotForm, and enterprise automation workflows.
• Technical Achievements: Mastered full-stack development, AI/ML integration, cloud architecture, API design, database optimization, DevOps practices, prompt engineering, and agentic AI orchestration. Reduced development cycles by 70% through AI-assisted coding workflows.

• Directed cross-functional teams managing 5,000+ active deployments across enterprise storage systems, ensuring reliability, performance, and security while achieving outstanding customer satisfaction
• Optimized enterprise ticketing systems and support workflows using project governance methodologies, improving SLA compliance and decreasing resolution times
• Developed and implemented IT support policies, procedures, and KPIs focused on service delivery, system uptime, and business continuity
• Drove 20% increase in team productivity and response rates by implementing strategic software automations and API integrations
• Acted as primary voice-of-the-customer, collaborating with Product and Engineering teams to address thematic issues and influence product roadmap
• Managed vendor relationships and contract negotiations, optimizing IT investments and support technology stack

• Facilitated 20-35 person training classes on recurring bi-weekly cycle, successfully preparing hundreds of new hires to meet or exceed quota immediately after graduation
• Trained and coached over 350 team members, driving consistent top-tier results across compliance, collections, and service delivery
• Authored and standardized comprehensive SOPs, process guides, and knowledge base resources that accelerated onboarding and cut ramp-up time
• Designed performance metrics and evaluation systems that linked training outcomes to business KPIs, ensuring clear accountability and measurable improvement
• Implemented quality assurance and skills-gap analysis frameworks producing individualized training plans

• Overnight Help Desk Support Analyst for KFC U.S. IT resolving inbound and Level-2 escalations from corporate and franchise stores with sub-5-minute AHT, exceeding all SLA metrics
• Promoted to QA Technical Analyst; created test plans and cases for proprietary BOH OS and POS integrations; executed staged releases from pilot → alpha → beta → market → national
• Performed regression and break-fix testing across store software and hardware to validate enhancements and fixes prior to deployment
• Supported POS/BOH operations for ~4,400 stores, deploying group-based software updates, configuring menu items and promotions, handling financial transaction logic, time-punch scheduling, and biometric security

• Troubleshot DSL & U-verse internet connectivity issues: wireless networking, modem/router configuration, third-party networking hardware, PC/Desktop apps, security suites
• Resolved more than half of escalation opportunities through conflict-resolution techniques, resulting in lower transfers to Retention Department and increased customer loyalty
• Coached peers via side-by-side mentoring and individual feedback to raise team performance metrics
• Delivered multi-level support and internal training, assisting agents with queue and case management across residential, business and service desk responsibilities