I’m a divergent thinker with 20 years of experience building scalable, efficient, quality-focused teams. I’m an expert information architect, business strategist, and project manager by day. I’m a loving, dedicated animal rescue volunteer by night.
Areas of Expertise
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Business Strategy
Project Management
Instructional Design
Content Strategy
Employment History
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Apple Oct. 2010—July 2022
Support Engineer III
Manage partnerships with AppleTV Video Operations, fraud investigators, and worldwide support teams.
Examine business processes to identify workflow issues, propose solutions, and develop project plans.
Present project proposals and updates to stakeholders and senior leadership.
Manage timelines, identify dependencies, and deliver regular progress reports.
Drive change management, assess problems, and develop mitigation plans.
Support Engineer II
Analyze customer interactions with support resources, and propose improvements.
Examine customer support workflows and internal resources to identify opportunities.
Create documentation to ensure calibration among global support teams.
Drive business practice improvements by interpreting data from reporting tools.
Support Engineer I
Perform training needs assessments, task analyses, and learning evaluations.
Design and deliver training to customer support teams and management.
Write, edit, publish, and maintain procedural documentation.
AppleCare Senior Specialist
Evaluate customer interactions with support teams to identify training needs.
Analyze data from reporting tools, to identify trends and business practice improvements.
AppleCare Advisor
Facilitate support for members of Apple Developer Program
Provide technical support for Apple products via phone, email, and chat.
WTL Inc. Apr. 2002-Oct. 2010
Network Operations Center Manager
Manage a 15-person satellite communications center.
Monitor network performance and allocate operational resources.
Satellite Operation and Control Specialist
Execute phases of Geospatial Intelligence Operations.
Identify electronic jamming and deception, and deploy countermeasures.
U.S. Army June 1995 — Sept. 2002
Software Proficiency
PowerPoint / Keynote
Expert-level proficiency with presentation tools from Microsoft and Apple.
Quip, Trello, ThinkSpace
Extensive experience with numerous collaboration tools.
Graphic
Highly proficient with Picta’s vector illustration and design software.
Word / Pages
Expert-level proficiency with word processing programs by Microsoft and Apple.
Jira / Omniplan
Proficient with project management tools from Atlassian and OmniGroup.
Final Cut Pro
Extensive experience with Apple’s video editing software.
Excel / Numbers
Proficient with spreadsheet programs by Microsoft and Apple.
Adobe Connect
Highly proficient with Adobe’s virtual classroom platform.
Spurious
This one isn't real. If you’re reading this, I’ll probably enjoy working with you.
Volunteer Work
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