Network Infrastructure – Upgraded and maintained local business network alongside a sister network that was established at an off-site building. Consult regularly with and provide solutions to leadership on decisions related to networking tasks, including network security.Microsoft Access DB Buildout – Helped create and maintain several MS access databases that were integral to business needs. Built custom CRM used internally by the organization, including PMs and leadership. Migrated older databases over to a new format due to aging software.MS 365 Cutover – Helped facilitate on-site Exchange server cutover with external MSP. This included training of leadership and staff. Planned and coordinated with Leadership to help structure their SharePoint and other applications to best suit their business needs.General IT Help – Help on-site and off-site Project Managers, Estimators and field crew with IT support. These tasks range from helping support specialized equipment software to general computer/network help.

Application Development – Contribute to application quality assurance by creating and maintaining QA plans and SOP. Help investigate and solve potential application issues, communicating any customer-facing issues to our development teams. Quantitative Data Analysis – Implemented and continue to track respective campaign KPIs created to support Business to Business (B2B) sales enablement. Building on success of previous campaigns and identifying areas for growth to track sales leads through various site tools for optimization. Customer Feedback – Communicate customer feedback and feature requests in a clear, concise manner that both aligned with customer and business goals. Share new product features and updates with customers to help educate and show business willingness to implement customer requests.Product Marketing – Create and design new marketing campaigns based around product owner specifications. Build out seasonal marketing assets including copy and imagery. Help maintain external communications and manage incoming product analytics.

Management & Delegation – Maintained client service desk and internal ticketing system through investigating, providing answers and resolving complex inquiries (local and wide area networks, personal computers, networking equipment, switches, routers, etc.). Effective Internal & External Communication – Established and maintained contact with vendors for external support and problem resolution (AT&T Wireless, Spectrum, etc.). Recorded, tracked, and documented problem-solving process, including but not limited to diagnostic troubleshooting, successful and unsuccessful resolution attempts, ensuring full data integrity. Planned, Implemented, & Monitored – Scheduled and implemented weekly client maintenance, including visits to on-site infrastructure and workstation hardware. Managed offsite backup services for data retention and encryption. Helped monitor endpoints with use of RMM and other remote software.IP Phone Systems – Setup and maintained 3CX (PBX) phone system. This included the installation of new phones and the maintenance of the phone system as a whole.

B2C and B2B Marketing and Communications – Led strategy in support of revenue growth, market expansion, and brand awareness and reputation. Oversaw digital and product marketing, internal/external communications, creative services, market research, and customer care. Customer Retention – Maintained high customer interaction to build and provide rapport for existing and new customers. Managed customer social media channels to provide further technical support outside of the customer success platform (Zendesk), furthering the reach of customer success. Proactively queried customers who may be in trouble zones or may be slipping away. Surveyed customers using Net Promoter Scores (NPS) to gauge likes and dislikes of products, learning and translating customer feedback for platform improvements.Content Creation – Redesigned, created and maintained Help Center assets directly impacting identified customer needs. Produced supporting moving visual assets such as educational videos and gifs. Product Design – Identified, translated and led customer feature requests, improving product design, user experience, and overall sales enablement. Reported detailed bug analysis to the development team.

Trained and Maintained AI ChatBot – Implemented Intercom AnswerBot to help customers better receive answers in a timely manner. Maintained and improved chat interactions with 99% happiness which verified customer success and resolution to customer questions, surpassing established Objectives and Key Results (OKRs) and increasing overall efficiency.Customer Relations – Kept customer wait times down and kept clear goals to reach for team success by utilizing OKRs. Provided technical support to customers writing in through either live chat or a chat ticketing system. Built strong relationships with our customers around the globe by carefully listening while resolving their problems. Application Development – Worked side by side remote web and app development teams to identify software issues and bugs. Provided detailed and illustrated reports oftentimes with video included for developers to review and identify potential application anomalies. Used numerous tools to ensure all issues were documented thoroughly. (Creative Cloud, Sketch, Screenflow, Clubhouse, FullStory, Base Camp).Help Center Asset Creation – Assisted and created high quality, thoughtfully crafted, video tutorials for use in Help Center Materials. Provided further text tutorials with motion graphics and screen shots of applications detailing exactly what customers needed to see. Helped customers submit feature requests for further software development, broadening scope and value of project at hand.

Customer Success – Maintained a high degree of touchpoints with customers ensuring no customer was left waiting. Maintained high customer satisfaction ratings by linking to help center content and educational materials. Followed up with the production department to make sure orders were processed on time and shipping out by due dates. Development Management – Provided organizational framework for production development, helping to gauge team momentum with local and remote developers. Wrote acceptance criteria and illustrated product features to be implemented. Detailed bug reports for off site technical support team assess.

Brand & Application Creation: Prototyped and designed initial product mockups along with wireframing and proof of concept. Pitched and won Entrepreneurial Concept award at the 2013 Media Art and Game Development Expo. Secured funding from GMR Marketing. Managed monthly marketing budget, IRS tax forms, and payroll.Integrated Marketing Communications: Produced social media, promo videos, and weekly video blogs. Partnered with producers, developers, marketing, and analytics teams to create and launch PPC campaigns, Facebook/Google ads. Built Google Analytics, tag manager, and Facebook Pixel tracking Site Development Management: Managed on-site frontend developer and remote development team in implementing wireframes, site design, and launch, bringing overall user experience concept to fruition. Scaled site as user base grew, identified new product features, and built sprint-based roadmaps for product launches. Authored site using ASP.NET framework.

Launch Pad is a student startup accelerator program that educates, inspires and assists in acceleration of startups. A program built to challenge entrepreneurial mindsets, it serves as a catalyst to take ideas and develop them into businesses.