Technical account management / customer success / infrastructure

I turn complex IT into clear decisions, reliable delivery, and customer trust.

Portland-area former Army 25B combining systems and network support experience with direct customer communication, practical troubleshooting, public product work, and dependable cross-team execution.

View customer & leadership stories Contact Zachary

Zachary Day in a light gray suit, photographed outdoors. — Technical account managementCustomer successInfrastructure

Foundation: Former Army 25B
Technical work: Systems & network support
Customer work: Customer-facing delivery
Evidence: Public product work

01 / Selected work

Evidence before adjectives.

Two public prototypes show how I frame a problem, make boundaries visible, and turn complex inputs into something a person can actually use.

ClaimNCO / Preparation prototype

A clearer path before accredited help.

ClaimNCO helps a veteran organize questions, evidence gaps, and documents before meeting with an accredited Veterans Service Officer.

Problem & intended user

Important information can be scattered before a VSO conversation, making preparation harder than it needs to be.

What shipped

A structured public preparation flow, reviewer guidance, and a live progressive web prototype.

Decisions demonstrated

Keep the product in a preparation lane, store no sensitive records, and make limitations visible before use.

Current status

Public prototype available for review and feedback.

Trust boundary: No recommendations, predictions, submissions, sensitive-document storage, or replacement of accredited help.

Live prototype View source

ClaimNCO welcome screen showing a structured VSO preparation flow and a clear prototype-scope notice.

LumaDate Portland controlled-alpha landing screen with options to build or preview a date plan.

LumaDate / Portland prototype

Turn two people’s constraints into a usable plan.

LumaDate combines preferences, area, timing, and budget into independently actionable public-place plans.

Problem & intended user

Planning becomes difficult when two people’s constraints have to fit real places, real timing, and a shared budget.

What shipped

A guest-first planning flow, public prototype, source repository, and deterministic fallback behavior.

Decisions demonstrated

Avoid precise-address collection, label demonstration data, and keep every plan usable without background tracking.

Current status

Public prototype prepared for limited usability feedback.

Trust boundary: No matching, reservations, purchases, payments, real messages, or guarantees of live provider facts.

Live prototype View source

02 / Experience

Technical work is also communication work.

My background spans Army IT, production, logistics, quality, and direct customer service. Across those environments, the recurring work is the same: diagnose clearly, protect the handoff, and keep people informed.

View public résumé PDF ↗

2023–2025

Information Technology Specialist (25B)

United States Army

Supported computer systems and networks, assisted end users, documented issues, and coordinated troubleshooting in a high-accountability operational environment.

Systems support
Network support
End-user support
Issue coordination

2021–2023

Upholstery Technician

Adventure Wagon

Combined hands-on production with customer updates as projects moved through the shop, translating changing specifications into clear expectations and dependable team handoffs.

Customer updates
Quality control
Production work
Team handoffs

2020–2021

Process Technician

JAE Oregon

Set up and adjusted production equipment, partnered with maintenance technicians on equipment issues, and performed measurements and inspections to protect part quality.

Equipment setup
Troubleshooting
Quality inspection
Maintenance coordination

Earlier operations experience

Work in logistics, maintenance, hospitality, retail, and outreach built the practical foundation behind my customer and technical approach.

2017–2022Logistics, facilities & seasonal operations2 Towns Ciderhouse · Local Ocean · Al’s Garden & Home

2016–2017Customer service, hospitality & retail1-800-GOT-JUNK · Whole Foods · Whitefish Mountain Resort

2014–2015Community outreachJavaPipe

2016Field leadership expeditionNational Outdoor Leadership School · Patagonia

03 / How I work

Trust is operational.

01: Clarify ownership.
Define the decision, the responsible person, and the handoff before ambiguity becomes delay.
02: Communicate before surprises.
Give customers and teammates a clear view of what is known, what is blocked, and what happens next.
03: Verify the handoff.
Test the artifact, document the boundary, and confirm that the next person has what they need.

04 / Personal writing

A separate place for the personal work.

Essays and a memoir-in-progress note live in their own publication, separate from this professional portfolio.

Visit Writing

Technical accounts / customer success / infrastructure

Complex infrastructure is easier to trust when someone owns the handoff.

I’m interested in customer-facing technical teams that value clear expectations, practical troubleshooting, direct communication, and reliable delivery.