Own and manage a design and manufacturing business, which provided a variety of graphics, design, custom furniture, interior design, custom kitchens and complete house remodels. Management of business processes and organizational planning, including customer service, sales, purchasing, accounting and employee hiring, training and supervision. Managed projects with budgets up to and exceeding $200K.

Design and Manufacturing of custom furniture line

Head of customer service, technical support and QA of a successful startup company. Supervised instillation, testing and support for all customers of a Point of Sales software program. Managed quality assurance for client and server sides of system, hardware and SQL database backend. Programming of complex SQL queries on relational database for managerial and accounting reports.

Liaison between Engineering, Quality Assurance and Support departments, including final line of support for volume management software and related products. Created impact studies of pre-release and release software, assessment of product functionality relating to customer impact, and implementation of delivery of beta and release products. Products includeLogical Disk Management in Microsoft Windows 2000, Volume Manager 4 for Windows NT4, and Volume Manager 5 for Windows 2000. Supporting Products include, Microsoft Exchange Edition for VM5, Fast Mirror Resync (FMR), Dynamic Multi Pathing (DMP), Microsoft Cluster Service (MSCS), and VERITAS Cluster Service (VCS).Additional AccomplishmentsLaunched worldwide Quality Assurance testing database for standardization and reporting of test results (Access 2000, SQL, VB)Design of intranet web site including online document storage and reporting, linking Technical Support, QA and Engineering from 4 different worldwide locations (MSIIS, SQL, FrontPage)Implementation of company wide intranet tunnel directly to Microsoft's internal network for bug reporting

Provided expert technical support to users of Adobe Premiere, After Effects and other digital video products, handling all customer escalations. At the request of Adobe sales and engineering departments, I conducted multi-department training and represented Adobe at trade shows. Designed training curriculum, also collaborated in streamlining of department-wide training. Developed questions for the Adobe Certified Expert (ACE) exam for Premiere and After Effects.Additional AccomplishmentsDiscovered and reported over 80 bugs in testing Adobe softwareTeam lead for digital video knowledgeAnalyzed data from employee survey leading to the re-implementation of Technical Support’s Solution DatabaseAuthor and developer of digital video data rate calculator plug-in on the Adobe Premiere CD (Visual Basic)Designed and implemented Interface Guide of DMG studio Video Patcher (Visual Basic)Developed a web-based virtual white board for supervision of employees (CGI, Perl, JavaScript, HTML)Created web-based tool allowing technicians access to current call statistics from an Aspect Phone System (AppleScript, JavaScript, Aspect)Researched and authored an enhanced anonymous remailer and email tracking system for technical support (CGI, JavaScript)

Provided service to customers of Adobe PageMaker and Preprint SoftwareCo-wrote and designed a customer interactive technical support program for PageMaker printing problems

Provided technical support of OPI print servers, Color Central and Print Central, for high-end printersTested and provided Quality Assurance for OPI server software in pre-release stagesCreated customer database for call tracking and marketing