Sunshine Vinyl is a queer-owned vinyl record store in Austin, TX, dedicated to providing high-quality listening experiences, contemporary music and fine arts by local artists.

- Owned all internal, self-hosted linux applications (JIRA, Confluence, BitBucket, JIRA Service Desk, Mailgun, Git, DevOps systems, Google Administration, IRC etc.) and provisioned and administered the services provided to the company with 100% uptime- Managed production and delivery of all new applications and server provisioning - Managed and administered production, staging and development servers, including updates and extensions- Developed new instances of internal products to test new processes and - Handled all internal support and user provisioning and onboarding- Managed IT set up and tear down at yearly company events and provided all technical and networking support for employees

- Proudly hired, led, grew and nurtered a team of 16 outstanding payment support specialists- Within 3 months my team became the highest performing team in the company with a 97% customer satisfaction score- Aligned each team member to areas of strength and empowered them to grow in their role in areas of interest outside of required ticket work- Re-vamped the team schedule to ensure every shift on a 24/7 rota had time with me and each other to help team morale and for them to feel supported- Switched each team member to a 4 day on/3 day off (10 hour shifts) work week which significantly improved team happiness and gave them time to rest and enjoy life outside of work

- Handled all first and second line support tickets for the team, with a 2 hour ETA (within a 24 hour SLA)- Seamlessly escalated 3rd line tickets for support engineers, allowing them to laser focus on the deeper problems and solve problems quickly- Designed and built the first support portal interface to exist beyond direct email support- Designed and built the first user-facing knowledge base for the company

- Managed delivery and organisation of Apple hardware repair and replacement for customers - my Genius room was in the top 2% in the world for efficiency, repair time and customer happiness. - Part ordering and delivery management and auditing with 99-100% accuracy and <1% loss annually.

- Managed the highest performing flagship store (Camridge) in the UK, making over £10,000 a day in revenue- Brought multiple other stores up to flagship level across the UK- Hired and led small and large teams in various stores across the country- Strong team pride, happiness and retention through training, promotion and skill management- Lightning fast delivery turn around time, refilling stock with minimal impact to customer service- Outstanding organisation and tidiness across the store and stock rooms- Managed booths at outdoor events throughout the year across the country