Led the IT Service Desk team in providing first line support for computer hardware, software, and network issues, ensuring high-quality service delivery and customer satisfaction.Implemented ITILv4 procedures & activities during the transition to a new ITSM tool.Authored & Updated comprehensive training documentation for new Service Desk employees, enabling a smooth onboard process and consistent support practices.Measured & Improved team SLA metrics, identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness.Responsible for hiring, training, and mentoring Service Desk technicians, from entry to senior level.

Supervised a team of Music Production Engineers & Content QA Specialists.Oversaw migration of an interactive sheet music database from to a cloud-based web platform.Created a Jira defect backlog system and resolved over 400 issues in two years.Contributed, designed & documented chord suffix features for Finale v26.Coordinated internationally between the U.S., France, & Belgium.

Lead a small team in creating interactive content for the SmartMusic & Finale applications.Tested SmartMusic content and assessment features. Provided comprehensive defect reports using Jira collaboration software.Wrote automation scripts in Bash, Python & JavaScript.

Created interactive content for the SmartMusic & Finale applications.Collaborated with developers to redesign the SmartMusic client's dashboard page.Tested SmartMusic content and assessment features.

Supported customers in the Finale, Garritan, & SmartMusic product lines.Authored knowledge base articles for the Garritan virtual instrument library and Finale Music Notation Software.Provided Finale product training to all support employees.Created customer-facing blog content for marketing purposes.

Provided technical support for the Finale, SmartMusic & Garritan product linesPerformed regression testing on the Garritan CFX Grand Piano Instrument LibraryAdvised the Customer Support Manager in relocating to Boulder, CODeveloped training materials for future employees

Consulted with customers to provide technology solutions.Achieved NPS Top Performer, Dec 2012.Trained in Apple creative solutions, especially Logic Pro.

Consulted with clients at a major recording studio in Times Square.Coordinated recording sessions for over 30 high-profile artists.Aided in technical troubleshooting and maintenance of digital & analog audio equipment.

Advised roughly 20 freshman students each semester in acclimating to the Berklee education.Provided community-building events and personalized academic planning.Collaborated with other Peer Advisors to create guiding documentation for future advisors.

Addressed calls and inquiries on behalf of the college as a first point of contactMonitored the school's piano practice rooms and classrooms