• Built a modified 5E3 tube guitar amplifier combo that was commended by the Mojotone Tech Support Manager in 2019 as having the best wiring job of all 5E3 Amp Build Workshop alumni.• Designed and built a modified 5F11 variant using DIY Layout Creator and received excellent feedback from Kevin Shaw of Shaw Audio.• Troubleshooted, diagnosed, and repaired amplifiers and effects pedals.• Performed amplifier modifications: NFB, MV, cathode bypass, and biasing.• Designed modifications for the Boss Dimension C and other Boss pedals.• Used critical listening to audition tubes and pair speakers with each circuit.• Researched and sourced parts from various suppliers.• Designed and built pedalboards with custom cables.• Sold 25 of my products to the public.

• Led the enterprise support team in number of tickets resolved and customer service feedback, which prompted senior leadership to appoint me as the C-suite / VIP technical support liaison in 2020.• Provided onsite, phone, and IM support in a 3500 employee call center.• Worked up to 150 tickets per week and maintained tech inventory records.• Collaborated with infrastructure, HR, executive assistants, and enterprise applications teams to resolve complex C-suite and VIP tech escalations.• Trained and mentored 3 help desk technicians.• Administered enterprise user accounts in Active Directory and UltiPro.• Administered 2 Zoom Rooms and facilitated 70+ successful webinars.• Managed DLP platform and successfully completed 8 data recoveries.• Published 8 knowledge base articles and led training sessions.• Imaged, deployed, and shipped 400+ PCs and Macs, repaired 300+ devices.• Worked with the Director to audit and reduce licensing and supply spends.• Approved and actioned Identity and Access Management tickets.• Maintained global CRM accounts and PHI for 2 million customers.• Assisted with enterprise applications tickets as an MS Exchange admin.

• Administered enterprise user accounts in Active Directory and UltiPro.• Established imaging and warranty / non-warranty repair SOP’s.• Imaged, deployed, repaired, and shipped 400+ PCs and Macs.• Provided onsite, phone, email, and IM support using ConnectWise and Microsoft Teams in a large call center / production facility.• Worked up to 150 tickets per week within ServiceNow and Jira.• Provided daily ticket updates with continuous follow up pre- and post-resolution.• Mentored and trained 3 help desk technicians.

• Administered Active Directory and Exchange in a 750 employee call center.• Managed ticket queue with SalesForce, ServiceDesk, and ServiceNow.• Provided white glove IT and AV assistance to C suite, VIP’s, and clients.• Trained and mentored 4 IT Site Engineers.• Documented various help desk procedures and led training sessions.• Supported MS Windows, Office, VMWare, OSX, iOS, and Symantec PGP.• Repaired hardware: laptops, workstations, iOS devices, and peripherals.• Administered telco: Cisco CUCM, Avaya VoIP, VeraSMART, and WebEx.

• Administered Active Directory and Exchange in a 750 employee call center.• Managed ticket queue with SalesForce, ServiceDesk, and ServiceNow.• Provided white glove IT and AV assistance to C suite, VIP’s, and clients.• Trained and mentored 4 IT Site Engineers.• Documented various help desk procedures and led training sessions.• Supported MS Windows, Office, VMWare, OSX, iOS, and Symantec PGP.• Repaired hardware: laptops, workstations, iOS devices, and peripherals.• Administered telco: Cisco CUCM, Avaya VoIP, VeraSMART, and WebEx.