Experience

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  Purdue university

  Mar 2009 - Jan 2011

  Senior lab assistant

  -Diagnosed and resolved technical hardware and software issues on Windows based desktops and laptops-Supervised over 100 computer labs on any given day while providing level II help desk support-Set up brand new computers and printers by migrating data using ghosting software-Configured computers and printers for campus wide wireless and wired internet connections

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  Harlan bakeries, llc

  Apr 2011 - Feb 2013

  Systems and support specialist, it lead on sharepoint, and help desk supervisor

  -Supervised helpdesk team-Created formal training documentation for new helpdesk team members-Involved in the implementation and development of a company sharepoint site from server configuration, sharepoint administration, and policy management-Configured and directed thin client production machines with terminal servers-Deployed and supervised VM and physical servers-Managed and updated security card system-Created, configured, and supported user accounts in Active Directory-Created, configured, and supported user emails using Microsoft Exchange-Resolved support tickets on a daily basis-Advised management on technical purchasing options-Purchased IT equipment for team and company-Data and phone cable wiring and management Show less

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  Eldridge enterprises inc.

  Mar 2012 - Jan 2014

  President / founder

  -Changed company focus from retail to services creating an increase of current profit margins by an average of 500%-Enriched web development projects for small to medium businesses and industry professionals-Expanded IT services by offering web development and hosting packages-Doubled first year estimated revenue of EEAECO.com by focusing on international markets and deploying a targeted marketing campaign-Successfully sold retail portion of company EEAECO.com-Expanded current product list to over 1,000,000 product skus by creating strategic partnerships with distributors and manufacturers-Developed a 5 year business plan which outlines strategic growth on a month to month basis-Increased company profits and margins by combining hardware and software sales with IT services-Responsible for balancing company budget-Handled purchasing of COGs, company assets, and client hardware/software-Supervised a team of 5+ IT consultants Show less

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  Genesys

  Apr 2013 - Jan 2020

  Sr. technical team manager, voip customer care

  -Within the first year of team leadership: increased team total incident closure average by 11%, reduced incident adherence by 22%, decreased incident mean time to resolution by 13%, and decreased callback execution time by 194%.-Developed support wide process handbook-Identified team knowledge gaps and collaborated with development and principle engineers to create training-Worked cross departmentally to implement triage servers for emergency calls to reduce analysis times from hours to minutes-Conformed company adherence to ITIL practices using global change management-Recognized as the top incident closer in the entire company in Q1 2014-Led one of the best international support teams of 15+ engineers to help fuel personal growth and development-Deployed and managed IC servers, media servers, SIP proxies, audiocodes gateways, SIP softphones, and Polycom phones-Pinpointed network issues between hosted servers, carriers, and customers-Promoted from system engineer to senior system engineer, technical team lead, technical team manager, and senior technical team manager Show less

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  Salesforce

  Jan 2020 - Dec 2022

  Senior manager, technical support of signature success

  -Led one of the best support teams of 16 engineers supporting the largest and highest paying Marketing Cloud customers.-Exceeded target CSAT of 4.60+ year over year.-Built templates for customer and technical engineer playbooks.-Established and maintained sev1 engagement policy.-Split singular role, primary engineer, into two new roles: technical engineer and technical account manager. Defined each role's responsibilities and led the department through the transition.-Worked cross-departmentally with dev teams to reduce poor submission on technical investigations.-Salesforce Leadership Trailblazer award recipient May '22 Show less

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  Twin axe publishing

  Nov 2020 - now

  Author / owner

  -Published nine full-length novels and nine audiobooks across multiple pseudonyms with a focus on romance-Wrote two fifteen thousand word short stories published as part of two anthologies on contract-Plotted and drafted full story arcs for fifteen total works focusing on character growth, character relationships, and world building-Built a pipeline of editors and beta readers to ensure the best quality control over the written works-Directed and quality proofed multiple narrators to meet expectations of character voice, personalities, and world unique pronunciations-Created over a hundred main and side characters, each with their own backgrounds, goals, and motivationsAccomplishments:-Reached Amazon’s top 1000 best seller list (November 2021)-Reached number one new seller in the Fantasy Romance audiobook category on Amazon (June 2023) Show less

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  Self-employed

  Jan 2024 - now

  Game writer / narrative designer

  Currently working as a freelance writer for several indie projects

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  Elvtr

  Aug 2024 - now

  Associate instructor

  -Teaching Become a Game Writer course and Advanced Become a Game Writer course alongside Lead Writer Adam Dolin (ex- Sony Santa Monica) and Associate Instructor Alexander Blum (Sony Santa Monica)-Mentor and grade students on all aspects of video game writing including screenplays, character sheets, barks, narrative arcs, and more-Instruct students on the more technical aspects of narrative design including integrating dialogue in game engines, accounting for variables and conditionals, and writing with scripting languages Show less

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  Fat bear games

  Aug 2024 - now

  Owner / project lead

  Currently working on an unannounced sci-fi political RPG