• Provide strategic guidance to promote digital accessibility awareness and drive global efforts.• Contribute to organizational planning and support key initiatives for the GAAD Foundation.• Foster partnerships to promote accessibility and disability inclusion, especially focused on creative and digital agency engagement.

ArcTouch helps brands connect more deeply with customers through custom experiences for phones, tablets and smart things. We transform app ideas into experiences for a wide range of connected devices you hold in your hand, wear on your wrist, and use in your home and car. Our world-class clients range from Fortune 500 businesses to well-known brands and influential startups, including NBC, Honeywell, Yahoo, CBS, Guess, Salesforce, Skyjet, Audi, and many more. ArcTouch is part of Grey, a WPP company.Learn more at http://arctouch.com

ArcTouch helps brands connect more deeply with customers through custom experiences for phones, tablets and smart things. We transform app ideas into experiences for a wide range of connected devices you hold in your hand, wear on your wrist, and use in your home and car. Our world-class clients range from Fortune 500 businesses to well-known brands and influential startups, including NBC, Honeywell, Yahoo, CBS, Guess, Salesforce, Skyjet, Audi, and many more. ArcTouch is part of Grey, a WPP company.Learn more at http://arctouch.com

ArcTouch helps brands connect more deeply with customers through custom experiences for phones, tablets and smart things. We transform app ideas into experiences for a wide range of connected devices you hold in your hand, wear on your wrist, and use in your home and car. Our world-class clients range from Fortune 500 businesses to well-known brands and influential startups, including NBC, Honeywell, Yahoo, CBS, Guess, Salesforce, Skyjet, Audi, and many more. ArcTouch is part of Grey, a WPP company.Learn more at http://arctouch.com

Repair Apple hardware and software products, manage repair workflow (prioritization, case management, etc), provide technical support for in-house systems, provide ongoing technology coaching to sales team members, maintain and perfect organizational and efficiency systems to streamline workflow. Became responsible for Genius Team performance, coaching peers, managing innovation to stimulate an efficient work environment, and rallying team around goals which align with exceptional customer focus. Surpassed all deliverable metrics for past 3 quarters. Built a system integrating JavaScript, HTML, CSS, RSS, PHP, SQL and Quartz to support senior leadership in efforts of store-wide employee recognition. Serve in post-release Quality Assurance feedback loop for software and hardware engineering teams based on customer-reported symptoms, including documenting validation steps to reproduce reported issues, automation testing for intermittent issues, and resolution testing and communication with internal and external stakeholders.

Repair Apple hardware and software products, manage repair workflow (prioritization, case management, etc), provide technical support for in-house systems, provide ongoing technology coaching to sales team members, maintain and perfect organizational and efficiency systems to streamline workflow. Became responsible for Genius Team performance, coaching peers, managing innovation to stimulate an efficient work environment, and rallying team around goals which align with exceptional customer focus. Surpassed all deliverable metrics for past 3 quarters. Built a system integrating JavaScript, HTML, CSS, RSS, PHP, SQL and Quartz to support senior leadership in efforts of store-wide employee recognition. Serve in post-release Quality Assurance feedback loop for software and hardware engineering teams based on customer-reported symptoms, including documenting validation steps to reproduce reported issues, automation testing for intermittent issues, and resolution testing and communication with internal and external stakeholders.

4-month rotational role. Served as first responder to escalations from all global Apple Retail stores regarding service strategy, policy and procedure, and systems and web/mobile application issues. Coordinated with multiple teams within AppleCare, Internal Systems Support, and Retail to provide swift resolution to store and customer issues. Performed Quality Assurance and issue isolation/resolution testing for global internal iOS and Web Applications based on open issue tickets. Solidified and standardized on-boarding process for new team members. Deployed automation systems and scripts to streamline workflows and improve SLA for escalation response time. During rotation, cleared backlog of 1,000+ unanswered escalations while significantly improving SLA for new escalations -- improved total average open case time from 17 days to 4 days, with new escalation average initial response time of 90 minutes. Improved percentage of tickets resolved and closed within 24 hours from 47% to 74%.

Designed, troubleshot, implemented and updated Intranet and Internet applications (ASP/SQL) for use by employees and clients; helped with transition from static to dynamic site content.

(Employed at Southwest Bank of Texas before merger with Amegy)Designed, troubleshot, implemented and updated Intranet and Internet applications (ASP/SQL) for use by employees and clients; helped with transition from static to dynamic site content.

Participated in sales generation meetings. Surveyed clients on customer satisfaction. Tested new software for vulnerabilities/usability. Created an ASP-based, MS Access-backed tech support request web application for inter-divisional use.

Configured and troubleshot machines for student and teacher use (Windows and Apple platforms). Answered tech support calls, assisted in networking, peripheral configuration, and consulted with teachers to help them create/update course web pages. Learned basics of Linux OS.