Revolutionized IT services within an artistically vibrant campus environment by strategically applying organizational behavior principles to enhance the overall customer experience.Key Responsibilities:- Oversaw and directed a dynamic Helpdesk team catering to diverse locations, ensuring seamless support delivery.- Spearheaded the formulation of remote work equipment standards and policies to facilitate efficient operations.- Revamped and centralized our Knowledge base to streamline information access and dissemination.- Pioneered the establishment of the inaugural Student Worker program within the IT department, fostering valuable hands-on experience.- Functioned as the primary administrator for a comprehensive suite of platforms including Azure, JAMF, Kandji, inTune, KACE, Adobe, M365, Slack, Formstack, Docusign, BeyondTrust, and Google Workspace.- Conceptualized and implemented standardized, multimedia-rich digital classrooms and learning environments to cater to diverse educational needs.- Proactively monitored and addressed customer feedback, recognizing exceptional performance and mentoring opportunities within the Customer Care framework.- Developed and enforced standardized purchasing protocols for new hardware and software acquisitions, optimizing resource allocation.- Orchestrated the creation and maintenance of Windows and macOS system images and deployments to ensure uniformity and reliability.- Implemented robust patching and security protocols for desktop and mobile endpoints, fortifying organizational cybersecurity posture.- Instituted a cohesive IT messaging strategy across various platforms, effectively communicating outages and service-related updates.- Provided dedicated support to senior leadership including the President, Provost, CFO, and COO, ensuring their technological needs were promptly addressed and met.

As an On Air Personality at Power1047.com, I curated and hosted a dynamic weekly show focused on new Hip Hop/R&B music and engaging interviews covering current events and historical milestones. Here's a breakdown of my contributions:- Show Format: I designed a compelling format that resonated with our audience. The show comprised distinct segments, such as "cultured," featuring interviews and discussions on historical events, along with showcasing hits from various eras. Additionally, the "R&B Weekly Power Rankings" and "Rap Power Rankings" segments highlighted the top songs of the week, providing listeners with curated music experiences.- Content Curation: I ensured the show's content remained fresh and engaging by incorporating expert opinions on new music trends. This involved collaborating with respected individuals to feature their insights on the latest releases, enhancing the show's credibility and relevance.- Interview Management: I handled all aspects of pre and post-production for interviews, including booking guests and managing logistics. Notable personalities I had the privilege of interviewing include Gov. Wes Moore, author Jonathan Abrams, and comedians Affion Crockett and Aries Spears, among others. This comprehensive approach ensured seamless execution and high-quality content delivery.- Audience Engagement: Through strategic content planning and interactive segments like "Rank my powerranking," I fostered a strong connection with our audience, driving listener engagement and loyalty.- Performance: My efforts resulted in achieving the highest ratings on Power1047.com for live shows, underscoring the success and impact of the program.Overall, my role as an On Air Personality was characterized by a commitment to delivering compelling content, fostering audience engagement, and achieving outstanding performance metrics.

As an AV/IT Support Engineer at Starz, I am dedicated to providing seamless technical support across Windows, Apple, and Android environments, as well as VoIP phones and multimedia technologies. My responsibilities encompass a wide range of tasks, including maintenance, installation, configuration, troubleshooting, and integration of both third-party and in-house applications.Key Responsibilities:- Proactively address on-site issues related to conference room technologies, monitors, video conferencing endpoints, unified communications clients, televisions, and audio conferencing systems.- Utilize diagnostic skills to identify and resolve hardware and software problems for Apple, Android, telephony, A/V, and video conferencing technologies, ensuring minimal disruption to operations.- Develop independent solutions tailored to address unique business concerns and technology needs, demonstrating a keen understanding of client and company requirements.- Stay abreast of the latest IT technology trends and participate in training sessions and webinars to continuously enhance technical expertise.- Deliver personalized white glove service to executive customers, ensuring their technical needs are met with the highest level of professionalism.- Respond promptly to incoming service requests via various communication channels and adhere to established SLA standards for issue resolution.- Maintain comprehensive documentation of technical support policies, procedures, and practices to ensure consistency and efficiency in service delivery.- Demonstrate proficiency in troubleshooting network technologies, including cabling topologies, routers, switches, and LAN/WAN communication protocols.

As a Staff Mentor for KCIA Radio Station at CalArts, I played a pivotal role in guiding and supporting students in their journey within the realm of radio broadcasting. Leveraging my experience and expertise in the field, I provided mentorship to aspiring broadcasters, offering valuable insights, encouragement, and practical advice to help them navigate the complexities of radio production.Key Responsibilities:- Offered personalized guidance and mentorship to students involved in KCIA Radio Station, assisting them in honing their broadcasting skills, developing content, and navigating technical challenges.- Facilitated workshops, training sessions, and one-on-one mentoring sessions to impart industry knowledge, best practices, and professional development opportunities to club members.- Fostered a collaborative and inclusive environment within the club, encouraging open communication, creativity, and teamwork among students.- Provided constructive feedback and support to students during radio broadcasts, helping them refine their on-air presence, delivery, and content creation.- Served as a resource and advocate for students, addressing any concerns, questions, or challenges they encountered throughout their involvement with the radio station.- Collaborated with club leadership and faculty advisors to develop programming initiatives, organize events, and promote student engagement within the CalArts community.

-Installing new hardware, computer systems, and software for networks; configuring, and maintaining network services, equipment and devices including but not limited to computers, mobile devices and printers. -Responsible for the administration of the LAN and Internet connectivity, software maintenance, network security, real-time monitoring and customer support. -Works with students, staff, faculty, and administration to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations. -Audit inventory of all hardware and software annually in the institution.-Responsible for developing and monitoring packages for remote deployment.

As a Technical Specialist at Apple, I played a vital role in delivering exceptional customer service and technical support to ensure an unparalleled Apple experience for all customers. Leveraging my expertise in Apple products and services, I provided personalized assistance, troubleshooting, and guidance to address a diverse range of technical issues and inquiries.Key Responsibilities:- Provided expert technical support and troubleshooting assistance to customers across a wide range of Apple products, including iPhone, iPad, Mac, Apple Watch, and accessories.- Conducted diagnostics, repairs, and device optimizations to resolve hardware and software issues promptly, ensuring customer satisfaction and device functionality.- Delivered personalized training sessions and workshops to educate customers on product features, usage tips, and best practices, empowering them to maximize their Apple device experience.- Collaborated with team members and management to maintain a seamless customer service environment, ensuring efficient operations and timely resolution of customer inquiries and concerns.- Contributed to the success of product launches, promotions, and special events by providing technical expertise, product demonstrations, and support to enhance the customer experience and drive sales.

As the Managing Editor for UrbanInformer.com, I spearheaded the day-to-day operations of a dynamic hip hop and urban gossip site, overseeing content creation, editing, and strategic development to deliver compelling and engaging stories to our audience. Leveraging my expertise in creative writing, editorial management, and content strategy, I played a pivotal role in shaping the site's editorial direction and driving engagement across multiple platforms.Key Responsibilities:- Managed the day-to-day operations of UrbanInformer.com, ensuring the timely publication of high-quality content and maintaining editorial standards to uphold the site's reputation and credibility.- Utilized creative writing skills to craft engaging and captivating stories that resonated with our audience, leveraging my understanding of hip hop and urban culture to produce relevant and compelling content.- Edited staff stories for accuracy, clarity, and consistency, providing constructive feedback and guidance to writers to enhance the overall quality of content published on the site.- Conducted in-depth research and developed story ideas to stay ahead of trends and deliver timely and relevant news and gossip to our readership.- Collaborated with ownership to develop multi-pronged content campaigns via social media, leveraging various platforms to amplify our reach and engagement with the target audience.- Leveraged editorial sensibility and data analytics to refine content strategy and execution in real-time, identifying trends, insights, and opportunities for optimization to drive audience growth and engagement.

As an In-Studio Producer for "The Agenda" show at SiriusXM Radio's SXM-Left, I played a pivotal role in ensuring the smooth operation and success of the program. Leveraging my technical expertise, editorial acumen, and strong communication skills, I contributed to the production of engaging and informative content that resonated with our audience.Key Responsibilities:- Utilized my technical proficiency to troubleshoot hardware and software issues, ensuring seamless operation of studio equipment and facilitating uninterrupted broadcasts.- Conducted comprehensive show preparation, including research, fact-checking, and content curation, to provide the host with timely and relevant information for on-air discussions and interviews.- Screened calls from listeners, facilitating engaging and insightful conversations that added depth and perspective to the show's content.- Collaborated with high-ranking government officials and other prominent guests to coordinate interview logistics, foster productive discussions, and ensure the program's relevance and impact.- Participated in editorial decisions, contributing insights and recommendations to shape the show's content and direction, while maintaining adherence to journalistic standards and editorial integrity.