Welcome! I’m Jeremy, though many know me online as Kigha. This page offers a curated look at my professional journey, creative work, and the person behind both. Thanks for taking the time to stop by. I’m glad you’re here!

2D Meets 3D

I started by drawing little pictures as a kid, and I now use Blender as my main tool for converting 2D works into 3D! I have been in the art scene for over a decade, as well as have extensive experience within CAD. Here is a small sample of my work. Don't hesitate to reach out if you have a vision that you wish to come to life!

Work Experience and History

Summary

I bring over 15 years of experience in IT and support with a strong passion for quality assurance, auditing, technical and customer support as well as operational coordination. I take pride in developing clear, structured documentation that is easily understandable by all teams and departments. I have a background that spans further into consulting, projects, leadership, sales, procurement, account management, customer service and advanced de-escalation. I’m comfortable working across a wide range of industries, including healthcare, construction, non-profits, legal, research, manufacturing, government, education, finance, retail, and hospitality.Additionally, I have experience in risk management and high-sensitivity PCI environments. I am highly proficient in both automated and manual testing, as well as scripting and building systems from the ground up to ensure strong auditability and dependable operational performance. I'm also comfortable leveraging different AI workflows safely and securely to accomplish unique desired outcomes and goals.

Experience

Technical Support Specialist - Financials | ServiceTitan, March 2026 - Current
• Delivered omni-channel technical support (phone, email, chat, screen-share) using Salesforce to resolve complex software & accounting issues.
• Diagnosed accounting, financial, technical & telecom configurations, including registration, DNS, certifications, IAM & QuickBooks/Intacct.
• Created custom & proprietary software workflows plus conducted in-depth testing to prevent escalations and resolve cases efficiently.
• Translated complex technical topics into clear solutions while acting as a product subject matter expert plus liaison between clients and the business.Quality Assurance Analyst / Auditor | WorkSmart, July 2022 - March 2026
• Conduct quality assurance reviews on system configurations and workflows to ensure accuracy and reliability with compliance specifications and defined standards.
• Analyze workflow performance and identify inefficiencies, implementing process improvements that increased SLA performance and first-call resolution to over 93%.
• Develop and maintain documentation, reporting templates, workflows, automation tasks and setup dashboards used to evaluate quality metrics and support decision-making processes.
• Collaborate with technical and operational teams to define requirements, validate system functionality, secure project scope, set clarity among internal and external teams as well as ensure alignment with business needs.
• Perform root cause analysis on defects and system issues, driving corrective actions and long-term process improvements.
• Support rollout of system updates and enhancements, ensuring quality validation prior to deployment.
• Assist in developing training materials and guiding users on updated workflows and quality standards.Technical Support Representative | WorkSmart, April 2020 - July 2022
• Evaluated and resolved technical issues while ensuring adherence to service quality standards and SLA.
• Documented system issues, resolutions, workflow changes and all outgoing updates to support continuous improvement and knowledge sharing.
• Identified recurring issues and contributed to process improvements that reduced repeat incidents.
• Collaborated with internal teams and external vendors to ensure system reliability and performance.
• Mentored team members on documentation practices, quality standards, and workflow processes.Senior Technical Consultant III | Oracle, December 2018 - April 2020
• Acted as liaison between clients and technical teams to ensure quality delivery of system solutions and services.
• Managed multiple concurrent projects with strict quality, compliance, and timeline requirements.
• Delivered training sessions and created technical documentation to improve system adoption and operational consistency.
• Monitored system performance and identified opportunities for process optimization and quality improvements.
• Designed, built, and deployed system updates and new features in response to client requirements.System Support III (Technical Project Specialist) | Travel Centers of America, December 2016 - December 2018
• Conducted root cause analysis on escalated technical issues, identifying underlying system and process deficiencies.
• Developed documentation, including traveling on-site to client locations for hardware and software systems to standardize processes and improve quality outcomes.
• Coordinated field technicians and ensured adherence to operational procedures and quality expectations.
• Provided oversight and support for support teams, ensuring consistent execution of workflows and standards.Systems Support | Travel Centers of America, December 2015 - December 2016
• Provided technical support to end-users, troubleshooting hardware and software issues.
• Managed and resolved help desk tickets within SLA with a FCR of over 98%.
• Collaborated with multiple departments and teams to identify and resolve system-related problems internally.
• Performed system upgrades, installations, and configurations to ensure optimal performance.
• Conducted regular maintenance tasks such as backups, patches, deployments, resets and updates.
• Developed and maintained documentation for system procedures, troubleshooting guides, and knowledge base articles.Account Manager / Tech Support Representative | Oracle, December 2010 - December 2015
• Managed end-to-end client relationships, serving as primary POC for support, project updates, system improvements and consultation.
• Negotiated support and contract details between the business and clients in order to maintain contract agreements and heighten overall client retention and happiness.
• Coordinated with internal teams to deliver client-requested enhancements and resolve system issues.
• Mentored junior account managers and technicians on best practices for troubleshooting and relationship building.
• Leveraged CRM software to track activities and manage tickets.
• Handled escalated issues ranging from hardware related cases, such as service calls via IBM and Dell portals and information gathering for Point of Sale software support.
• Acted as the liaison between the facility and Corporate offices of supported clients internally to ensure professional and efficient communication.
• Created and updated guidelines as necessary within MOS for handling new issues when presented.
• Managed vendor relationships, including negotiating contracts, pricing, and terms to ensure cost-effective procurement.

Projects & Impact

High Sensitivity PCI-Compliance
• Led official knowledge-base design and implementation via on-site travel and documentation for PCI‑compliant payment devices and sensitive systems (EBT, EMC, Brinks SmartSafe, Verifone, Western Union).Audit Design, Testing, Automation & Implentation
• Created end‑to‑end audit solutions with full loop closing systems that reduced licensing and recurring expenses by thousands of dollars each month for both high‑profile clients and the company as well.Non-Profit Impact & Design Work
• Assisted non-profit clients in cost saving metrics and project lifecycle scopes to minimize burden on users and customers.Workflow Monitoring, SLA, FCR & General KPI Improvement Processes
• Identified workflow inefficiencies and implemented process improvements increasing average support desk SLA dramatically as well as FCR to over 93%.CAD, Commission Works, 3D Modeling & Fabrication
• Produced commissioned work that was transformed into fully fabricated, client‑ready pieces by professional designers.Sponsors & Showcasing Work
• Sponsored by Xero Shoes for high-caliber events & tournaments.

Tools, Skills & Knowledge

🧩 Core IT & Support
• Technical Support
• General IT Support
• Customer Service
• De‑escalation
• Troubleshooting / Break‑Fix⚙️ Systems, Tools & Technical Knowledge
• Windows Administration
• Linux Administration
• System Administration
• SCCM
• ITIL / ITSM
• Scripting
• Automation Testing
• Manual Testing📊 Leadership, Management & Client Work
• Leadership & Team Management
• Non-Profit & High-Sensitivity Management
• Acting Director Experience
• Consulting
• Project Coordination
• Project Management
• Account Management
• Procurement🔧 Hands‑On & Technical Hobbies
• Off‑Grid Solar System Design
• Battery System Design
• Home Renovation
• Carpentry
• Soldering
• Electronics Repair



🛡️ Quality, Compliance & Auditing
• Quality Assurance
• Auditing
• Risk Management Compliance
• PCI Compliance (High‑Sensitivity)
• Cost‑Saving Audit Design


📁 Documentation & Process
• Technical Writing
• Knowledge Base Management
• Process Improvement
• SOP Development & Maintenance
• Audit Trail Design & End-to-End Implementation


🎨 CAD, Art & Creative Work
• CAD Design
• Digital Art
• Commissioned Artwork
• Fabrication‑Ready Output


🎮 Competitive Experience & Events
• Esports Competition
• Event Design
• Tournament Setup
• Rule Set Creation

EDUCATION

Robert Morris University - Illinois | Chicago, IL
Bachelor of Business Administration, Management Concentration - February 2012

Accomplishments
&
Achievements



Have you ever loved your Lego set so much that you wanted a custom display case commissioned specifically for showing it off?This client sure did! Such a cool project and it turned out really amazing with a dedicated carpenter to bring the commission to life!





Top 4 placement in many national tournamentsSome of the best times in my life have been among friends where we all tried our best and had fun!





Arcade Cabinet RepairFully repaired and restored an original dance arcade cabinet from start to finish! This includes the software and hardware alike. Able to run on both Windows and Linux OS's.





Documentation, Licensing, ContractsRegarding technical writing, I've written for smaller MSP's as well as Fortune-500's, including PCI-Compliance systems! Getting official documentation in certain high-sensitivity payment devices has been an honor and I'm very proud of it!I also have experience navigating contracts and licensing agreements as well, designing systems and workflows that round up data to be used for price management, negotiation terms, extensions, checklist work, etc.





Home RepairOn the topic of learning how to fix things, learning how to repair a whole house from the ground up has been an interesting journey! Anyone can figure it out if determined! My house has had the foundation completely dug up and repaired, all new floors installed, walls, appliances, electrical, including HVAC, etc. Crazy adventure to be had here for sure!

Get in touch

Feel free to call, text, or email me. You're also welcome to send me a message on Discord if that's easier. If you have any questions, need anything done professionally / personally, or just want to send a quick message to say hi, I'll respond as soon as I can!Email:
[email protected]Phone:
(330) 998-0100LinkedIn:
linkedin.com/in/jeremyroman989Discord:
kighaSketchFab:
sketchfab.com/KighaOr alternatively, any of the links below.