What started as a hobby during Covid lockdown, has transpired into a small and profitable business and learning opportunity. I assist boat dealers and manufacturers with digital content to share on multimedia platforms including YouTube, Facebook, and Instagram. Skills learned in this role range from filming aspects using multiple cameras including digital SLR and GoPro, to video editing using Adobe Premier Pro. Once the videos are published, metrics are analyzed to understand the target audience demographics. This highlights the style of product to pursue for increased chance of success. My primary YouTube channel now has in excess of 5,000,000 views and well over 10,000 loyal subscribers. I now have established brand awareness where I have a following on an international level from viewers that tune in, regardless of the style of boat featured.

Change Management Planning:• Develop a comprehensive change management strategy.• Define the scope and objectives of the change.• Assess the impact of the change on various stakeholders.Stakeholder Engagement:• Identify and analyze stakeholders affected by the change.• Communicate the change effectively to all relevant parties.• Address concerns and gather feedback from stakeholders.Communication:• Create and implement a communication plan to keep everyone informed.• Ensure that messages about the change are clear, consistent, and timely.• Provide updates throughout the change process.Training and Support:• Develop training programs to help employees adapt to the change.• Offer ongoing support and resources to address any issues that arise.• Monitor and evaluate the effectiveness of training and support.Implementation Oversight:• Coordinate the implementation of the change according to the plan.• Monitor progress and address any issues that arise during implementation.• Ensure that change processes are followed and adhered to.Performance Measurement:• Define metrics and indicators to measure the success of the change.• Evaluate the impact of the change on organizational performance.• Adjust the change management approach based on feedback and performance data.Documentation:• Maintain records of the change management process.• Document lessons learned and best practices for future reference.• Ensure that all change-related documentation is accurate and up-to-date.Continuous Improvement:• Review and analyze the outcomes of the change.• Identify areas for improvement and make necessary adjustments.• Apply insights gained to future change initiatives.

The Application Support Team and Help Desk merged and I was promoted to Help Desk Manager. It was my responsibility as the Help Desk Manager to oversee a team of support personnel who troubleshoot and resolve IT issues within established Service Level Agreements (SLA). I would actively ensure that projects/department milestones and goals were met, and adhered to approved budgets. Other tasks included planning, prioritizing and scheduling help desk activities to ensure maximum issue resolutions in minimum time.

As the Application Support Supervisor, it was my responsibility to supervise and assist the Application Support Helpdesk team by defining and establishing schedules; assigning tasks based on priority; and providing support and direction as needed.One of the highlights of this job was mentoring the support staff by showing ways to improve their performance and skills, that then allowed for internal promotions to take place. As this is healthcare related, there are strict guidelines that must be adhered to in order to remain compliant. Audits would be performed, coaching as required, and implementation of new software or technology to improve the workflow for all parties involved.

Assist staff, faculty, and students with hardware troubleshooting; software upgrades; Active Directory profile management; system imaging; re-imaging; hardware purchasing; and 24/7 on-call rotation for emergency situations.

As the technical support manager, I was responsible for ensuring all incidents were being addressed by my team in a quick and professional manner. NetApp hosts the likes of the Stock Exchange, Super Bowl live streaming, Yahoo, Facebook, Bank of America, and much more. When these companies experience problems, it is not just an inconvenience but can have catastrophic financial repercussions.Supervised, trained and mentored technical support team of 35 engineers including employee performance analysis; case audits and call shadowing; highlight operational achievements; act as duty manager for case escalations; meet SLA performance metrics; and review productivity for improvements.

NetApp technical cases created either automatically, by phone, or by email for a wide range of support issues including: data collection for performance analysis; Data OnTap troubleshooting and upgrades; support enterprise systems; hardware troubleshooting / upgrades; SAN/NAS environments; and SnapManager configuration support.

Wright International Ltd was an international marine brokerage company specializing in the sale of commercial vessels such as tugs and workboats on a global basis. Performed business development responsibilities as joint director including:Recruitment / Employee Training; Performance Coaching; Product Presentations; Photography / Photo Editing; Marketing Brochure Designs; and Contract Negotiations