CX Architect & Knowledge Management• Served as primary architect for Zendesk ticketing system & knowledge base at the Enterprise tier supporting 5,000 end users and 35 agents.• Leveraged skills in API, JSON, JavaScript, & CSS with triggers, automation, VoIP/IVR phone systems, & analytics.• Authored 400+ multimodal guides, technical articles, & change documentation with diagrams & videos. • Collaborated with SMEs to integrate features such as Light Agents, custom statuses, user fields, macros, skill routing, & webhooks to enhance customer experience & agent workflow.• Developed knowledge management standards, ensuring continuity in tone, style, & user experience for customers & internal staff while overseeing a team of authors.Training & Instructional Design• Directed teams of agents across departments using individualized workflows with custom Agent Workspaces & integrating suite products.• Designed & delivered instructor-led & web-based training on department-specific workflows utilizing skills in graphic design, video production, technical diagramming, & instructional design.Vendor Evaluation• Contributed technical expertise for organization-wide solutions, including vendor evaluation, trial running, cost determination, & ecosystem compatibility.• Maintained B2B relationships to stay up-to-date on new features, upcoming changes, & potential business opportunities.Other Systems• Configured & managed multiple Google Workspace consoles as Super Admin.• Streamlined workflows with Google Workspace, Canvas LMS, PowerSchool SIS, & other SaaS within a cohesive ecosystem.• Designed role-based security schemes in compliance with privacy laws & implemented SSO, SAML, & MFA across platforms.• Provided immediate response, investigation, & digital forensics for security incidents.• Executed data transformation & movement between platforms with skills in API, JSON, Excel, & Postman.• Consulted & guided the organization’s WordPress website management.

• Produced 15-20 video lessons per week, taught live via Zoom for 4 hours daily, and managed LMS and learning experience.• Implemented content creation platforms and integrations such as Nearpod, Google Workspace, and Swivl video.• Assessed & identified gaps in staff knowledge to create and deliver training while ensuring state compliance & alignment with 40+ in-network schools.

• Created a successful event & product-based business with the foundation of teaching lockpicking skills. • Built & maintained the WordPress eCommerce website hosted in AWS (Lockpickextreme.com)• Designed & created interactive instructor-led training for in-person & remote events including BlackHat, RSA, Security BSides, & other private corporate events.• Delivered client-customized live & remote event workshops & presentations to 10,000+ participants.• Hired, trained, & managed a staff of over 20 people for leading workshops, product assembly, & order fulfillment.• Planned attendee experience & logistics for 200+ attendees for in-person & virtual events including scheduling, material and equipment sourcing, load in/out, & domestic and international shipping.• Designed products for overseas manufacturing by executing specifications, prototyping, & product testing while working closely with international manufacturers to maintain quality consistency & product inventory levels.• Built & maintained a CRM system to track events, schedule instructors, & coordinate logistics of order fulfillment.

• Created lesson plans and taught classes covering all subjects. • Ensured all classes followed and completed school and government-provided syllabus and standards. • Provided one-on-one and small group tutoring sessions for students, including high school AP courses.

• Produced and curated instructional and assessment resources to be used among over 150 professors. • Taught 3-5 English courses per semester.

• Ensured all classes follow and complete school and government-provided syllabus and standards.