Benjamin Felts

Lead It Systems Engineer Iv, Ai & Virtual Operations Program Manager

Insight Global

Jan 2015 - Current (11 years 10 months)

• AI & Technical Program Management: Led cross-functional AI integration projects using Jira, Scrum, and Agile methodologies to deploy MLOps pipelines, model evaluation workflows, and RAG document query systems on containerized infrastructure. Leveraged expert-level message queuing and Redis to support these systems.
• Workplace Conflict Resolution & Stakeholder Management: Expertly resolved critical workplace conflicts and technical deadlocks between cross-functional engineering teams and executive stakeholders regarding AI model deployment risks and cloud resource allocation, establishing unified sprint goals and keeping project deliveries on schedule.
• Strategic Leadership & Risk Management: Defined project portfolio managemen

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It Support Engineer Ii & Telephony Operations Lead

LogMeIn Telepractice

Jan 2015 - Dec 2019 (5 years)

• Support & Resolution: Provided master-level technical support, queue management, inbound call dispatching, and live remote desktop diagnostics, boosting customer retention by 60%.
• Team Conflict Mitigation: Acted as the primary escalation point for internal team disputes and high-stress client technical friction, applying expert problem resolution techniques to maintain team cohesion and SLA adherence.
• Infrastructure Management: Leveraged expert-level proficiency in IT Glue and Hudu to manage multiple client infrastructure environments.

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Senior Ai Technical Manager & Remote Care Intake Lead

DreamCraft Digital Healthcare

Jan 2010 - Dec 2023 (14 years)

• Conflict Resolution & Problem Management: Facilitated high-stakes workplace conflict resolution sessions between clinical operations and engineering teams over data privacy standards; mediated technical disagreements to implement HIPAA/FDA compliant MLOps verification pipelines without slowing down feature release velocity.
• Cross-Functional Team Management: Oversaw remote care intake workflows and supervised IT support operations, aligning product wireframing, sprint planning, and database tuning efforts using Jira.
• Governance & Corporate Compliance: Maintained full regulatory compliance across backend Microsoft SQL Server and Oracle databases through rigorous risk management and change management (CM) frameworks. Expertly m

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Operations Manager & Virtual Office Administration Lead

PHC Healthcare Solutions LLC

Jan 2000 - Dec 2021 (22 years)

• Workplace Conflict Resolution & Operations: Mediated day-to-day operational conflicts and communication bottlenecks between field technicians, office staff, and external contractors, implementing structured communication protocols that reduced dispute escalations by 40%.
• Virtual Office Administration & KPIs: Managed virtual office operations, wirey electrical dispatching schedules, job estimating, invoicing, and accounts receivable (A/R) tracking while monitoring operational KPIs for zero-defect integrity.
• Provider Credentialing: Managed expert-level provider credentialing processes to ensure operational compliance and administrative accuracy.
• Business Registration: Leveraged expert-level knowledge to manage complex c

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Systems Engineer & Technical Data Analyst

Arthrex Medical Technology

Jan 1997 - Dec 2015 (19 years)

• Data Systems & Audits: Executed Microsoft SQL Server queries and system audits across inventory and compliance infrastructure, reducing errors by 80%.

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