Jeremy A. JessupSystems · Operations · Delivery

Work

Decisions, delivery, and production outcomes.

Each case explains the operating problem, the decisions I owned, what reached production, and what changed afterward.

Case studies

What this case provesEnterprise implementation rescueEnterprise applications · Systems thinking
Enterprise applicationsSystems thinking

Enterprise Work-Management Platform Rescue

Turning an incomplete implementation into an organization-wide operating platform.

I retained the useful GIS foundation, rebuilt the missing workflows, routing, access, navigation, and mobile experience, launched the platform across company-wide scope, and continued expanding it through production integrations and automation.

EvidenceRebuilt and launched the operational platform by July 21, 2023, supporting approximately 100 employees in organizational scope.

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What this case provesPlatform strategy and governed modernizationPlatform strategy · Process modernization
Platform strategyProcess modernization

Employee Self-Service & HR Workflow Modernization

Turning an underused payroll prerequisite into a governed employee service platform.

I helped choose the right platform path, translated paper-first HR work into self-service and governed workflows, connected approved changes to payroll, and continue extending the system with reporting and conditional automation.

EvidenceApproximately 95–100 employees in scope across self-service, HR workflows, records, and payroll-connected processes.

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What this case provesIterative business-application ownershipBusiness applications · Workflow modernization
Business applicationsWorkflow modernization

Expense Report Workflow Modernization

Replacing a paper reimbursement process, then redesigning the weakest digital layer without disrupting the controls already working.

I transformed a physical reimbursement packet into a governed digital workflow, then replaced the mobile-friction intake with a Power App while preserving the approval, security, recordkeeping, and Accounting backbone already working in production.

EvidenceCompany-wide production workflow in an organization of approximately 100 employees; eliminated physical packet routing and the Excel download, rename, edit, save, and upload sequence.

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What this case provesInternal product developmentProduct discovery · Application design
Product discoveryApplication design

Training Operations Check-In Application

Finding and fixing an unowned attendance and reporting bottleneck.

I observed recurring paper reconciliation, designed a role-aware application around the full reporting lifecycle, piloted it beside paper, and continued owning releases and production correctness.

EvidenceFirsthand evidence indicates coordinator reporting moved from more than an hour per class to minutes.

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What this case provesData-informed service redesignData-driven diagnosis · Process redesign
Data-driven diagnosisProcess redesign

Customer-Service Call-Flow Redesign

Diagnosing a high-visibility hold-time problem and redesigning the operating model.

I used telephony data and workflow mapping to redesign local, overflow, agent-state, and supervisor-awareness behavior, implemented the change, measured a strong initial result, and supported adoption over time.

EvidenceAverage wait changed from a 55.8-second pre-change average to 9 seconds on the first measured post-change day; continued gains are firsthand operational observation.

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Additional selected work

Queue Site Operational Dashboard

Turning restricted telephony data into shared, in-shift decision support.

I built a lightweight internal site that converted automated Avaya exports into team-level queue and status views used by approximately 75 agents, leads, and supervisors.

OutcomeApproximately 75 users; written historical evidence records refresh improving from about 120 seconds to about 5 seconds.

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Interfaces and workflow examples are recreated with fictional data when privacy or system sensitivity requires it.