Mentored over 90 members, enhancing unit readiness and morale.Implemented communication protocols that reduced response times by 20%.Conducted training sessions for junior air traffic controllers, improving procedural adherence by 15%.Managed air traffic operations involving over 35,000 annual movements with a 100% safety record.

Managed VR setup and operations for events like MagFest, LevelUp Gaming (LA), and DreamHack Atlanta.Led teams of up to 30 people, ensuring smooth event execution and high attendee satisfaction.Developed a check-in system using Google Sheets and Apps Script, reducing attendee wait times by 40%.

Innovation Leadership: Directed innovation initiatives for customer-facing and internal solutions impacting over 130 million players across 100+ products annually.Strategic Roadmapping: Developed and executed strategic roadmaps, enhancing user satisfaction by 25% and increasing daily resource usage by 20%.Cross-Functional Collaboration: Worked closely with development teams, executives, external clients, customer service teams, and other key stakeholders to implement tools and processes, increasing customer reach by 15%.Platform Enhancement: Focused on improving internal and external platforms related to customer interaction, including the Help page and Gameplan.User Research & Data Analysis: Leveraged user research and data analysis to enhance the player experience, improve onboarding processes, and streamline bug reporting systems.Budget Management: Managed multi-million-dollar budgets, optimizing resource allocation to enhance cost efficiency.Customer Service Improvement: Integrated new features into customer service platforms, reducing player resolution times by 30%.

Global Leadership: Oversaw global technical support for customers, managing multiple digital rights systems for over 100+ products annually.Team Management: Led and mentored a team of 30 Customer Support Agents, driving a 25% increase in customer satisfaction ratings.Strategic Initiatives: Introduced new tools and processes, optimizing workflows and enhancing operational productivity by 20%.Risk Management: Executed extensive risk analysis and change management, reducing project risk by 35%.

Expanded Leadership Role: Promoted to Senior Lead, taking on additional responsibilities in team oversight and project coordination.Process Improvement: Collaborated with cross-functional teams to enhance support tools, leading to a 15% reduction in response times.Training & Development: Developed training programs for support agents, improving team performance and efficiency.

Team Leadership: Led a team of support agents, providing technical assistance to customers globally.Operational Excellence: Streamlined support processes, contributing to a 10% increase in first-contact resolution rates.Mentorship: Supported the professional growth of team members through coaching and feedback.

Customer Support Excellence: Provided comprehensive customer support, achieving a customer satisfaction rating of over 95%.Content Development: Assisted in creating and managing customer-facing content and internal knowledge bases.Recognition: Consistently received positive feedback for exceptional service and problem-solving skills.

Responsible for the design and quality of customer-facing content and the design of internal processes in collaboration with our Customer teams.

Provided customer support including but not limited to account, general, and technical support. Performed work as necessary to ensure smooth operation of the team environment and department.

Ran and managed gaming servers for individuals across the world. I coordinated and set up servers on dedicated virtual machines utilizing CentOS, Ubuntu, and Windows.I oversaw and managed multiple servers, averaging an 800+ daily player base, and mentored and directed 30+ staff members to assist in the management of the community. I also generated over $6K in monthly in-game purchases by creating an online store. This experience has given me valuable skills and knowledge in the gaming industry.

Provided comprehensive customer support, including account management, general inquiries, and technical assistance.Designed and maintained customer-facing content and internal processes in collaboration with customer teams.

Created and led a team of social media experts, implementing marketing campaigns and content strategies.Assisted in training new employees and managing store operations.Enhanced customer service delivery and supported inventory and organization management.

• Lead a team of professionals, performing over 1000 Funerals a year• Completed 40 Hour military burial rights class• Perform Military Funeral Honors for KIAs, retirees, and veterans• Responsible for $100,000 worth of equipment with no loss or damage• Drove an average of 1000 miles a week in government vehicles with no accidents or tickets• Responsible for training and mentoring new soldiers into the program.

• Installation and repair of pipe systems, plumbing fixtures, boiler controls, water purification and distillation systems. Honor Graduate of class 13-12• Assisted unit preparation for bi-yearly inspection and achieved an efficiency rating of 99.7%• Assisted in constructing a motor pool for a military installation.