Manage projects for retailers and consumer packaged goods companies to help them merchandise their products better. Work with sales reps to manage accounts including working directly with the retailers in the quote, ordering, and execution processes. Work with engineers to design products that meet customer needs in regards to form, fit, function, and aesthetics within the budget and timeline of the customer. Work with sourcing, manufacturing, purchasing, and distribution departments to ensure projects deliver on-time and on-budget.

Managed in-house and out-sourced custom commercial digital wall covering, window film, and rigid wall projection projects in each step from sale, quote, design, approval, production, inspection, delivery and installation. Managed development of new window film and rigid wall protection products to expand current line of products and improve quality of current products. Research new partners and distributors to expand into new markets and solidify current markets. Supported and trained distributors and their sales reps on current product lineup.

Managed service and support training for 80 technicians on wide format printers from Canon, Colortrac, HP, Epson, Colorspan, Mutoh, Mimaki, Agfa, Seiko, Ricoh, and Techsage. Managed team of eight technical support specialists that provided second level phone support to customers and service technicians. Managed support resources consisting of service and user manuals, software and firmware upgrades, and technical bulletins. Developed centralized calendars for better tracking of training classes, installations, and the service department availability. Managed internal website that allowed technicians and support specialists easier access to vendors support websites. Developed technical bulletins to advise technical support and service technicians of new issues. Introduced regular conference calls with partners and technical support to manage issue escalation, foster better communication, discus current issues and develop resolutions.

Administered onsite, classroom and webbased training on RIPs, color management, GretagMacbeth software and hardware and inkjet printers. Performed customer needs assessment and evaluated workflow before recommending products, services, training and followup support. Worked closely with software/hardware developers to convey customer issues and help improve products based on customer experiences/needs. Oversaw technical support staff of five responsible for providing phone, email and IM support and testing products before release for companies. Tested new products, performed advanced troubleshooting of software/hardware issues and authored end of month reports for clients detailing issues for their clients and related resolutions. Developed curriculum for classroom and webbased training and white papers for both clients and end users.

As sole IT “department,” managed prepress of files for printing on numerous large and small format printers; provided color management support; designed, installed and resolved all IT issues. Oversaw daily operations for digital printers, scanners and servers and trained three employees in use of said systems; operations included color management of printers, scanning reflective and transparent originals to FTP server file management and backup/file retrievals.