Freelance event photographer in the Toronto and Kitchener-Waterloo metropolitan areas, with history in the Greater Seattle area. Thirty years combined experience with my partner Leeanna DiGruccio. Wide range of specializations — corporate event coverage, keynotes, and conferences; art, music, and alternative subculture event coverage and candid portraiture.

● Provided remote desktop support for users of the company's CRM and accounting software productsdesigned for macOS and iOS.● Exceeded 12-month SLAs for technical proficiency and customer satisfaction scores by a full letter grade within the first 90 days of employment.● Achieved and maintained 100% five-star customer ratings, consistently topping my team’s customer service leaderboard.● Provided support via ticketing systems for dozens of parallel inquiries per day, and provided custom support via screen-sharing and remote access software in order to control customers’ devices and resolve issues directly and in real-time.● Partnered with the Customer Advocacy Team to create a cohesive internal training plan over the course of several full work weeks and ensure a frictionless merge with the Technical Support team.● Assisted in training the Customer Advocacy Team in technical troubleshooting and pursuing technical solutions alongside customer service.● Fast-tracked self-led learning of complex technical details and issues in order to best educate the Customer Advocacy Team on the intricacies of a technical-heavy role.

● Proposed, designed, and delivered strategic training initiatives and SOP guides for onboarding andupgrading U.S. support teams.● Spearheaded the ongoing training and development of dedicated on-site support staff across five U.S. campuses, and single-handedly created instructional material to onboard other Site Technology Specialists and develop familiarity with internal tools.● Designed and implemented processes and checkpoints to ensure both support and training KPIs were achieved as the workforce moved from in-office to work-from-home to hybrid across the COVID-19 pandemic.● Responsible for 100% of on-site support for the Seattle campus, as well as an additional 60% of total remote support nationwide for other Apple campuses across the U.S., despite those locations having local support.● Worked collaboratively with both vendors and cross-functional teams in order to lead the resolution of account, enterprise software, and Apple hardware and software issues in a timely manner for both business and engineering stakeholders.● Trained 15 executives and 45 departmental experts for better support and mission critical system use.● Responsible for all conference room and in-office AVCN system functionality and support on the Seattle campus, with 100% uptime.● Served as the de facto, direct on-call support person for numerous A-level Apple executives, underscoring my reputation for exceptional technical proficiency and reliability.

● Served as chief aide and provided white-glove technical assistance and technology setup for CEO and CEO’s direct reports and family, across multiple private residences and business locations.● Remained on-call for same-day in-person service for CEO’s technology requests, and maintained full 24-hour availability for CEO’s requests made while traveling across multiple time zones..● Acted as project manager during multi-location technology upgrades, collaborating with home automation and network engineering teams and installers.● Performed onboarding, offboarding, and training for employees new to the company, as well as employees transferring internally.● Effectively communicated with a wide variety of personalities and communication styles upward, downward, and laterally, employing empathy and people skills to determine exact needs.

● Supported Apple Retail Store environment and operations on a customer service queue and in on-site product repair.● Determined individual customer needs from stated concerns and applied technical acumen in order to custom-tailor solutions on a case-by-case basis.● Achieved and maintained the highest possible customer satisfaction rating, significantly above target metrics.● Supervised and coached junior technical team members, driving them to exceed performance benchmarks by implementing industry best practices and creating detailed, shared documentation to augment in-person training and support.