TheOmegaCollective is the branding I have chosen for my self employment journey.We are all an amalgamation of the knowledge, ideas, and effort shared by countless creators. Every YouTube video, Reddit post, Google search, book, course, and more we absorb helps to shape us into a better person for tomorrow. Through TheOmegaCollective, I hope to pay this effort forward in the form of valuable content and teaching using my own unique approach of breaking down complex subjects into easy to follow formats for audiences of all skill levels.Exciting things are coming in the near future...books, courses, products, and more. Stay tuned!

While working with the amazing team at RAKwireless, I leverage my extensive experience in Helium, Blockchain, and LoRaWAN support along with documentation management and creation and user experience optimization to help identify possible improvements in customer and technical support processes.As a Customer Support Optimization Expert, I focus on identifying pain points both for the customers seeking support or information as well as for support team members striving to provide the best experience possible for customers. I identify key areas with optimization and automation potential not simply to save the company time and money, but most importantly to save current and potential customers from frustration and unsatisfactory experiences.Focusing on key areas such as documentation content, process automation, product expertise, and informational structure allows me to make the greatest positive impact for all parties with the least investment required to drive completion.An essential part of my role as a Customer Support Optimization Expert is high level management, planning, and operational support of our Documentation Improvement Project which consists of 38 project milestones and 167 deliverables spanning 6 distinct project scopes. Working with a diverse team crossing four continents and consisting of a highly skilled Project Manager and four excellent Documentation Experts allows for diverse experience and approaches to contribute to the success of the project and company as a whole.

Omega Computer Repairs is a sole proprietorship I have registered for local business licenses and is the professional banner under which I offer freelance end-user IT support, customer service, break/fix troubleshooting and resolution, and consulting services. With Omega Computer Repairs I focus on top tier customer service above all else while delivering transparent, fast, affordable service to customers for their technical issues such as malware infections, slow performance, technology education, subject matter expertise, and system setup. I offer a variety of end-user support services such as malware detection and removal, system tune-up and optimization, backup and restore, and more.In creating and running the business, I have also employed various skills and built knowledge in such fields as website design, email forwarding, business licensing, CRM software setup and administration, graphic design, video production, payment processing, advertising, and many more.

Network Titan is a premier Managed Services Provider servicing Southern California as well as select other locations across the US which operates with a customer-first approach. The #1 core value at Network Titan is "Be Helpful".As a Desktop Support Technician at Network Titan, I'm responsible for providing responsive, fast, and friendly service for all clients and resolving a number of IT infrastructure and service related issues.

As a Support Engineer, I took part in a wide variety of tasks on a daily basis focused on advancing business engineering capabilities and directly supporting Bobcat Miner's customer base. I handled engineering level escalations for advanced remote troubleshooting tickets of Bobcat Miner brand Helium LoRaWAN and 5G hotspot miners involving many components such as hotspot hardware, LoRa antennas, 5G radios, Linux OS, Docker containerization, Helium Miner configuration, blockchain proof-of-coverage and transaction issues, networking, and more.As a Support Engineer, I regularly took note of current issues and customer pain points and assisted the business in responding in an agile way. I worked closely with the Customer Support team to streamline and improve the quality of their responses via crafting of pre-scripted response options and worked to empower them to eliminate basic technical issues before escalation where possible. I also assisted in keeping the Customer Service team informed of current technical issues and bridged the information gap between teams via researching and implementing a cost-effective bulletin board solution utilizing Jira Cloud and plugins.I regularly made improvements and new additions to our customer facing Zendesk Guide Knowledge Center, a repository of customer accessible support articles. I also assisted in drafting customer outreach messages which helped ensure proper grammar, punctuation, and unified tone of messaging. I checked and responded daily to customer reviews of the Android and Apple app as well as reviews of the business itself and ensure all customer complaints were acknowledged and heard by the team and addressed if any action was needed.Occasionally, I also performed administration of some business systems such as Atlassian Jira and Confluence Cloud, Zendesk Support, Zendesk Guide, and more. This involved making changes to existing workflows and creating new solutions as needed for business processes to run smoothly.

As a Technical Support Lead in Machine Support I provided 3rd Tier break/fix troubleshooting and preventative maintenance assistance to Technical Support Agents (level 1 and 2) working remotely with Field Service Technicians to repair hardware, software, and networking issues with over 5,000 ecoATM Kiosks across the USA and internationally. As a Lead I also performed some supervisory tasks such as handling call transfers, breaks/lunches, monitoring and addressing agent workload and production, as well as training agents. I worked regularly with Technical Support Supervisors and Management and Product Support Engineers on day to day operations and process improvements, as well as other departments such as Logistics, Cash in Transit, Loss Prevention, Engineering, and more. I maintained a daily monitoring log of Kiosk network uptime, revenue statistics, and loss prevention incidences and responded to incidents or escalated to appropriate stakeholders where necessary.Working with ecoATM allowed me to interact with a variety of technologies, solutions, and vendor offerings such as circuit boards, motors, encoders, low voltage, Windows 7 and 10 based PCs, Cradlepoint routers, optical and magnetic sensors, SQL databases, custom in-house software, Salesforce, Kaseya VSA remote access, cellular connections, networking, Chef configuration management, APC and CyberPower UPS systems, and so much more. I was also able to leverage ecoATM's business partner status to take advantage of free training from vendors such as Kaseya, Salesforce, and Cradlepoint and acquire Cradlepoint Certified Network Expert (CPCNE) and Kaseya Certified Technician - VSA 9.5 certifications to advance my skills and bring more value to the company daily.

As a Technical Support Specialist II, I regularly responded to Field Service Technician requests for assistance in a call center environment while upholding excellent customer service values. I offered remote troubleshooting and guidance to Field Service Technicians servicing ecoATM's network of over 5,000 automated Kiosks in the US and internationally. As a Tier 2 Agent, I operated as an escalation point for Tier 1 and fellow Tier 2 agents utilizing subject matter expertise and evaluating Kiosk documentation and schematics. I regularly took on additional job duties and projects as available and made an effort to assist Machine Support management with additional functions. I also volunteered for extra shifts working with the Kiosk Remanufacturing team in order to build hands-on experience with Kiosk hardware and sharpen my remote troubleshooting skills.

As a Technical Support Specialist, I regularly responded to Field Service Technician requests for assistance in a call center environment while upholding excellent customer service values. I offered remote troubleshooting and guidance to Field Service Technicians servicing ecoATM's network of over 5,000 automated Kiosks in the US and internationally. As a Tier 1 Agent, I honed my troubleshooting skills and product knowledge and became a valuable point of contact for fellow Tier 1 Agent questions.

As a Shift Supervisor Rx, I provided excellent service to customers and managerial support to store staff. I was responsible for store operations when the Store Manager was not present and handled a multitude of responsibilities such as vendor and warehouse delivery receiving, inventory management, pricing changes, product stocking, janitorial tasks, cash handling, opening and closing of store, armored car delivery and cash deposit handling.I regularly acted as a point of contact for the rest of the store team at multiple stores regarding technical issues with POS systems, handheld RF scanners, printers, and server issues and handled all technical support escalations to the internal CVS Health IT helpdesk.During my time at CVS Health I helped guide multiple stores through 3 full-store remodel projects, trained staff on day to day procedures, cashiering, and photo lab safety and procedures. I also volunteered to provide on demand customer assistance to pharmacy involving prescription pickup by completing auxiliary training courses for pharmacy laws, safety, and procedures. In both my retail store and pharmacy assistance capacities, I ensured store wide, 100% HIPAA and Anti Money Laundering regulation compliance.

As a Hardware MCA, I assisted customers and cashiers in hardware, lawn and garden, and sporting goods sections. I routinely unloaded freight, maintained the cleanliness of department, and managed inventory levels and ordering. I also regularly trained new team members and assisted various softline departments as needed, as well as taking on additional duties such as stockroom organization and pricing in order to learn new skills.