• Authored user guides and scripts to develop training content for consumers and technicians to advise in the use and repair of consumer electronics (such as televisions, refrigerators, etc.) for use in live classroom and web-based environments • Collaborated with the design team to improve the user-friendly nature of existing materials for technician training as well as with the technical team in order to ensure their technical accuracy• Authored courses and examinations to certify technicians in how to properly examine and repair consumer products including home appliances and TV products• To stay competitive in a challenging environment, researched methods for service of new models and new technologies (including testing components) to provide the best customer service and to ensure the most accurate information is communicated to the consumers• Tracked and analyzed key performance indicators to set strategy and roadmap of content release• Collaborated with the technical team and leadership to establish project objectives to ensure the most optimal design of new content while adhering to the defined timeline and project goals• Provided leadership (and other key market stakeholders) with frequent updates on new and revised content, technical trainings and repair instruction initiatives• Assisted with script development and filmed customer onboarding and basic maintenance videos for home appliances for accessibility online (via YouTube)

• Through self-education, became a SME on company products to better understand them on a functional and technical level to provide excellent customer service and user support• Diagnosed issues with high power DC electronic products by troubleshooting with customers while offering technical support• Maintained organization of support tickets (with corresponding documentation) and tracked the ticket's process throughout the repair cycle in order to provide efficient and excellent customer service • Used issue tickets for support documentation and maintenance • Functioned as a technical writer to develop instructional documents so as to provide customers with guidance on common field repairs• Collaborated with the sales team to ensure their understanding of the products as well as provided technical assistance to key customers on sales trips

• Using Apple's Swift Playgrounds, created and implemented to create new and exciting curriculum for students on iPad and other iOS platforms• Served as a Master Trainer for domestic clients (both onsite and at client locations) as well as Globally (Mexico, Kazakhstan and South Korea) in a remote setting• Authored and implemented core curricula courses (in topics including general science, robotics and computer science) for implementation worldwide with certification backing by Carnegie Mellon University Robotics Academy • Developed web code for 16 online STEM courses using MadCap authoring tools • Developed educational software and software applications to accompany curriculum • Managed client support for various curriculum delivery and CMS systems • Managed relationships with Global clients (including Kazakhstan, South Korea, Australia, and Mexico), providing technical support and troubleshooting issues• Conducted customer support for ROBOTC and other Robomatter software for 30+ customers/day • Practiced Agile Development Methodology with SCRUM as a PSM1

• Developed training content for PTC software, including Pro/Engineer, Creo Parametric, Arbortext, Servigistics, Windchill, ThingWorx, and Integrity • Responsible for the creation and development of multiple levels of curriculum and accompanying multimedia. Also developed material for newly acquired I.O.T. software. • Recorded audio lessons and video demonstrations for several software packages using Techsmith • Camtasia, Audacity, and Adobe Captivate

• Apprenticed in testing and product initialization procedures with experienced engineering professionals• Brought hardware and software up to date on hundreds of prototype modules• Followed engineering process from design and software to manufacturing and developmental testing for provider-end RF cable communications devices• Debugged hardware prototypes encompassing a wide range of design, software, and physical manufacturing issues• Wrote, updated, and had approved documentation and automation software intended to facilitate the introduction of future co-op students