Penny Arcade Expo (PAX) is a series of 4 annual conventions attended by hundreds of thousands of attendees each year. PAX "Enforcers" are the employees responsible for ensuring the smooth operation of these conventions by managing crowds, answering questions, running events, and providing the welcoming atmosphere PAX is known for.-Led a team of enforcers to address 120+ exhibitors' needs by managing breaks and event coverage from setup through show teardown.-Collaborated with other enforcers to manage events such as raffles, giveaways, and signings, while ensuring the 500+ attendees at the event had a positive experience.-De-escalated and resolved situations involving tournament rules disputes, code of conduct violations, and inter-exhibitor complaints.

-Was mentioned by name in 500+ 5-star reviews for excellent customer service (link below).-Wrote, edited, and maintained instructional documentation to assist staff with training, escape room operation, and customer interaction.-Managed each element of the customer experience workflow: welcome and introduction, game play, wrap up, and room reset, balancing both a positive experience and a tight time schedule.-Collaborated with cross-functional teams to brainstorm, implement, and refine improvements to rooms, bringing rooms' escape rates up to corporate's desired 25% success rate.-Ensured procedural compliance among team members so that we delivered consistently positive customer experiences.

-Wrote, edited, and maintained instructional documentation to assist staff with training, escape room operation, and customer interaction.-Managed each element of the customer experience workflow: welcome and introduction, game play, wrap up, and room reset, balancing both a positive experience and a tight time schedule.-Collaborated with cross-functional teams to brainstorm, implement, and refine improvements to rooms, bringing rooms' escape rates up to corporate's desired 25% success rate.-Ensured procedural compliance among team members so that we delivered consistently positive customer experiences.

-Documented and edited detailed operational, maintenance, and installation procedures for complex medical products, primarily Agilent mass spectrometers and gas chromatographs.-Enhanced written content by creating, troubleshooting, and implementing 300+ HTML-based help pages, 50+ hours of video instructions, and 100+ diagrams and illustrations.-Worked closely with Agilent R&D, marketing, and post-launch support teams to ensure the accuracy of all documentation, help pages, diagrams, and instruction videos.-Prepared documents and presentations and conducted stakeholder presentations for client planning meetings. -Developed multilingual (English, Chinese, Japanese, Russian), interactive training modules using Articulate Storyline for Agilent OpenLAB software.

-Assisted efforts to coordinate the production and distribution of electricity in 14 states.-Created macros in Excel to assist interpreting the data provided by wind farms.-Created databases for wind power generation classification, and power plant registry sorting.-Used Access, VBA, and SQL to compile and verify information on generation units.