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experience

A career that only looks like a detour.

Mortgage operations. Trust and safety. Enterprise field technology. Pharmacy software implementation. Consulting and product ownership. Read in order, each one hands the next one something it needs.

Currently
Implementation Consultant, Outcomes
Also
Managing Director, The North
And
Product Owner, HoundStack

Open to select opportunities

Detroit, Michigan

Four things learned, in order

  1. first

    Understand the rules

    Working accurately inside regulated, policy-driven environments.

    Mortgage documentation and content policy review are unforgiving. Both taught me to read a rule closely, apply it consistently across hundreds of cases, and explain the reasoning to someone who disagrees with the outcome. That habit is the reason I ask uncomfortable questions early on a project instead of late.

    • Rocket Mortgage
    • Accenture
  2. then

    Improve the process

    Documenting knowledge, improving workflows, and training people.

    Once you understand a rule well enough to apply it, you start noticing where the process around it wastes people's time. Building a central team hub, writing procedures, and onboarding new analysts moved me from following a workflow to designing one.

    • Accenture
    • Global Payments
  3. next

    Make it work in the real world

    Deploying systems at live customer locations and getting to go-live.

    A specification is a theory until hardware, network, payments, staff, and a live business all cooperate on the same morning. Field deployment and pharmacy implementation are where I learned to plan for the environment, not just the software, and to keep a launch moving when something unexpected appears.

    • Global Payments
    • Outcomes
  4. and now

    Design what should come next

    Business leadership, consulting, product strategy, and systems design.

    Having sat at every point in the chain, I now start at the other end: what should this business look like when it works, and what has to exist for that to be true. The North and HoundStack are where that thinking becomes an actual company and an actual product.

    • The North
    • HoundStack
in order, most recent first

How I got here.

  1. Jun 2026 to Present
    Current

    Pharmacy technology and implementation

    Outcomes

    Implementation Consultant

    Taking software into live pharmacies, where the workflow, the staff, and the store all have to be ready on the same day.

    • Make it work in the real world
    • Improve the process
    Responsibilities
    • Lead pharmacy software implementations from site readiness and installation through go-live execution
    • Prepare sites for deployment across software, hardware, network, and payment dependencies
    • Diagnose and resolve technical and environmental blockers, stabilizing sites through early live operation
    • Train pharmacy staff and stakeholders on new systems and workflow changes
    • Coordinate across client, vendor, and internal teams to keep implementations on schedule
    • Assist with the onboarding process and training of both new team members and client pharmacies
    • Document risks, requirements, and implementation findings to support clean handoffs and repeatable launches
  2. Apr 2024 to Jun 2026

    Payments and enterprise point-of-sale technology

    Global Payments

    Information Technology Field Technician

    Enterprise deployments on site, on schedule, with the client's staff trained before the doors opened.

    • Make it work in the real world
    • Improve the process
    Responsibilities
    • Implemented enterprise POS and kiosk systems in live NEXTEP and Xenial environments, domestic and international
    • Integrated third-party interfaces, peripheral hardware, and networked devices, validating each site before launch
    • Diagnosed and resolved hardware, software, network, and payment issues remotely and on site during deployments
    • Trained client staff during go-live windows so locations opened on schedule, ready to operate the new systems
    • Collaborated with engineering, support, and account teams to close blockers and feed field findings back
    Highlights
    Enterprise deployments supported
    100+Enterprise deployments supported
    First-contact resolution
    95%First-contact resolution
  3. May 2022 to Mar 2024

    Trust and safety, platform operations

    Accenture

    Senior Trust & Safety Content Analyst

    High-volume judgment calls under policy, then building the knowledge system so the whole region called them the same way.

    • Understand the rules
    • Improve the process
    Responsibilities
    • Reviewed content for policy compliance at high volume, applying policy consistently across escalated cases
    • Led policy communication across the team, clarifying edge cases and aligning reviewers across the NAMER region
    • Created a centralized Team Hub consolidating policy and process knowledge into documented procedures
    • Mentored and onboarded groups of new hires, bringing new analysts to production accuracy standards
    • Supported client-requested projects and escalations alongside production review work
    Highlights
    Policy-review accuracy
    98%Policy-review accuracy
    New hires mentored per group
    10 to 15New hires mentored per group
  4. Aug 2020 to Apr 2022

    Mortgage and financial services

    Rocket Mortgage

    Document Analyst · Mortgage Loan Originator

    The foundation: regulated workflows, real client conversations, and documentation that has to be right the first time.

    • Understand the rules
    Responsibilities
    • Processed mortgage documentation at high volume under regulatory requirements where accuracy affected closings
    • Improved team procedures and trained new employees while maintaining accuracy and compliance across loan files
    • Guided clients through major financial decisions as a loan originator, building referral relationships
    Highlights
    Document volume
    President's Club levelDocument volume
and outside the day job

Where the experience turns into ownership.

The corporate roles taught me how systems fail. These two are where I get to decide what gets built instead.

View the résuméSee the work

Two ways to start a conversation.

Whether you are hiring, collaborating, or trying to fix something operational, it helps to know which one this is.

Open to select opportunities

Available for remote, hybrid, travel-based, and select on-site work.

Career and collaboration

Working with me

Full-time roles, contract work, project collaboration, speaking, and introductions. This one comes straight to me.

Start a career conversationme@brendan.business
Consulting

Hiring The North

Digital strategy, business systems, customer journeys, websites, automation, and operational infrastructure. Delivered through The North.

Start a consulting conversationthenorth.consulting