Evaluate requests for store enhancements/changes from internal customers for Business alignmentOversee and ensure timely implementation of change requestsAct as a bridge of communication between various departments involved in changeLed multi-departmental team to the finish line for the new Marine product line Identified a gap in the Business Requirement process and introduced Kick-off meetingsResponsible for keeping the Store Roadmap on track, prioritized, and unblockedGatekeeper, Roadmaster, and Fixer

Provide front-line customer support for all questions regarding Boy Scouts of America via in-person, emails, and phone calls. Onboard new scout families into the Scouting culture by assisting with purchase of uniforms, teaching products and protocols, training on advancement items and process. Work according to the Scout Law: trustworthy, loyal, helpful, friendly, etc. Run daily reports on sales performance. Receive inventory and perform cycle counts in MMS.

Directed the team responsible for design, implementation projects, and maintenance of IT systems and infrastructure supporting 100+ users, 150 musicians, 20 volunteers, and 20 call center contractors in multiple locations throughout Houston. Interviewed and approved third party vendors. Hired and trained departmental staff. Provided final tier internal customer support. Prepared and controlled annual budgets. Watching the Houston Symphony perform was a definite perk of the job and a fantastic motivator.

Tier II Desktop support with a mix of training classes. Best part of the job was tracking issues until they were resolved to client satisfaction whether it was by me or Tier III. Provided IT onboarding to new employees.

Customized and provided technical end-user training both on-site and at client locations. Specialized in taking complex concepts and breaking them down into understandable chunks of information for clients. Trained Microsoft Office Suite programs and pre-A+ certification computer repair courses. Edited and created manuals for customized courses.