-Respond to end user inquiries regarding services and company information.-Perform root cause analysis for retail hardware issues.-Maintain constant communication of ticket progress to end users during the lifecycle of reported problems.-Provide technical support for Starbucks locations in the US and Canada.-Updated and managed user requests via ServiceNow.-Delegate and dispatch Engineers to assess and replace faulty hardware.-Diagnose and provide layer 1 network troubleshooting for retail servers.-Works with ISP and MSP engineer teams to resolve network issues.-Maintain and update ServiceNow knowledge base documentation.

-Configured and maintained Mac OS, HP and Dell PC hardware in a clinical environment.-Configured and administered software permissions and user groups via Active Directory, Intune and Jamf.-Provided high level troubleshooting support for development, analytic and leadership teams.Managed requests via Jira.-Updated and maintained Confluence articles to reflect updated processes and procedures.-Documented and reported resolution steps for trending issues.-Onboarded & acted as first point of contact for new hires.-Deployed and tracked company issued hardware and peripherals.

- Troubleshoot software and hardware issues for cutting edge VR devices.- Provide outstanding customer support for technical issues. - Work with shipping partners to ensure accurate product delivery.- Trained new support agents on VR support methodologies.- Develop and maintain training material for internal use.- Act as liaison with client to ensure process and workflow are meeting engagement goals.- Create and update user facing content and knowledge base articles.- Monitor community forums related to VR trends and issues. - Participate in specialized projects such as lab setup and design.

- Test voice recognition software on android based devices.- Find software defects and enter detailed bug reports using Jira bug tracker.- Perform bug regression, providing feedback on the results.- Work with team members to develop, and update, test cases.- Manage the QA confluence page, working with staff to keep content updated.- Provide feedback on software quality and usability.

- Test game software on Mac OS, IOS, Android, Steam, Ubuntu and web based platforms.- Mentor new testers.- Develop clear, concise and comprehensive test cases.- Perform bug reviews.- Find, and report defects.- Project management.- Data entry using JIRA.- Performed advanced searches using JQL.

- Produce HD videos for promotion, training, product marketing, and internal video projects.- Increase YouTube views from 300,000 in 2012 to 1.4 million in 2013.- Work closely with developers and staff to complete projects under a deadline. - Manage webcast production for the video team with a total of 120 published webcasts.- Use industry leading software including Adobe Creative Cloud.- Peer review content for quality assurance. - Maintain studio and equipment.- Other daily duties included production setup, Script writing, graphic design, visual effects, asset creation, audio recording and sound design.

- Test game software for Xbox systems.- Perform regression testing.- Execute test plans. - Participate in multiplayer testing.- Play testing for Xbox Kinect.- Data entry using Excel.- Responsible for hardware setup and tear down.