Managing the charity department for Anthrocon, including building relationships and coordinating meetings with local Pittsburgh charities', strategic planning of multiple on-site charity events and ensuring deadlines are met, scheduling and managements of tasks for the duration of the project year.

•Daily management of the Mission Control team responsible for overseeing multiple safety-critical and unique pipelines to support Autonomous Vehicles (AV) and our customers. This includes: remote guidance, remote troubleshooting, mapzone management and call center.•Mentoring and development of associates by holding weekly one-on-ones to ensure professional goals are being attained.•Managed and maintained Argo's first third shift Munich, Germany remote operations.•Developed detail-oriented training documentation, workflow updates and made suggestions for new tooling and process improvement. •Provide monthly reporting of individual statistics of each associate for executive leadership.•Strong analytical skills and ability to troubleshoot complex issues with our AV and provide instructions for resolution in a timely manner.

• Supervise and educate the product support team with proper workflow and procedures of day to day operations. • Empowered to make managerial decisions for all service requests to meet customer needs. • Provide support documentation to field technicians, third party technicians and customers tailored to the projects need and skillset. • Write and submit detail-oriented incident reports and provide information to account representatives and project managers. • Assist in creating written documentation for service procedures for new products. • Work with manufacturing, engineering and software teams to review and resolve products issues and work with the product support team on implementing long-term resolutions and procedural changes. • Manage service stock inventory and generate work order requests for replenishment when low on inventory • Provide all customers, project managers and account representatives ETAs and updates.

Promoted to product support technician in August of 2015 from helpdesk. • Review all tickets generated by helpdesk and via our automated alert systems. • Provide tier 2 technical support for all existing products via phone and email and documenting resolutions in a proprietary ticketing system. • Diagnose hardware issues to determine the root causes of problems and implementing necessary steps toward a resolution. • Coordinate service events including acquiring the necessary parts, scheduling service and providing customers with updates and ETAs. • Configure and ship parts for service events both domestically and internationally • Manage all service events with international customers and organize events scheduled on their time as needed. • Responsible for managing all inbound service parts for repair and generating the proper return documentation and paperwork as needed for clearance.

• Hired into Aethon, Inc after a four month temporary position via Synergy Staffing in March of 2012 • Monitor and provided 24/7 support for 100+ sites and 280+ robots both domestically and internationally via our remote office “command center.” • Receive calls from customers and assisting them with tier 1 troubleshooting, document and update incidents in our proprietary ticketing system. • Cold call customers to reach to follow up on any issues and update them on resolution as needed. • Occasionally traveled locally to provide on-site product support and repair to restore product to full operation.

•Worked in a fast paced callcenter environment to provide support to 80+ customers per day.•Provided tier 1 support for customer technical issues on mobile devices.•Answered all billing and upgrade questions.•Recommended proper equipment and sold upgrades to customer based on their individual needs.