Lead Support task management of desktop and SaaS web-applications based identity record management products with users, including end-users, B2B customers, and service contract holders Handled up to 100 cases/week always with a positive and empathetic attitude. Implemented workflow changes to efectively reduce ticket workload by up to 70% across the team Focus on meeting SLA response requirements and achieving CSAT goals of 90%+ across the team Resolved internal tasks regarding M635, EntraID, chat communications, and hardware/software issues Maintain training and documentation for company software and processes. Trained and supervised a combined 1,000+ users globally using adaptive materials for efective learning based on audience. Advised on inclusive and quality-focused technical writing guidelines, boosting user-resolved issues by 25% Technical knowledge in software and hardware support, cloud infrastructure, and payment/billing platforms to resolve issues quickly. Skilled in database management (SQL), scripting automation (Python), and web-app technologies (REST API, Webhooks, OAuth, SSO, JavaScript, and Web Developer Tools) Act as a technical knowledge owner for cross-department collaborations, ensuring efective communication and troubleshooting across teams

Act as Production Shop Manager to lead a team of 5, maintaining quality assurance and on-time delivery of high-end professional audio recording equipment used worldwide Shipped 300+ handmade gear yearly of 8 unique products Tracked inventory, prepped orders, assembled products, tested, and shipped thousands of devices over 6 years. Repaired and refurbished returned or damaged equipment Demo products and advise productions in television, video games, commercials, and live performances