Derrick Smith

• Coordination of logistics for technical projects, ensuring efficient resource allocation and timely delivery.
• Development and execution of marketing strategies to promote business growth and client engagement.
• Professional photography services delivered to support SM, branding, copywrite, marketing campaigns, and documentation needs.
• Technical support provided to address hardware, software, and network issues, ensuring seamless operations.
• Assist with on-site photography of aircraft before and after services have been rendered.

• Led the successful transition from Waterfall to Agile Project Management and Scrum using JIRA, implementing a more efficient and collaborative project management approach.
• Created comprehensive daily and weekly reports and presentations for top-level management and external stakeholders, providing clear updates on project progress and key metrics.
• Optimized equipment repair and site repair logistics across the United States, reducing repair time from weeks to days and minimizing downtime.
• Collaborated with the Product Team's Dev and DevOps teams to ensure proper documentation and tracking of stories using story points, providing valuable insights to SVPs on a monthly basis.
• Managed the end-to-end processes of the Bullseye Project Hyper Precise Location product, overseeing hardware and site deployments nationwide.
• Facilitated effective communication and coordination between Dev and DevOps teams through daily and weekly meetings, ensuring alignment and progress towards project goals.
• Planned sprints for the Dev and DevOps teams, optimizing productivity and ensuring timely delivery of project milestones.
• Generated Jira Epics, User Stories, and Confluence documentation for Dev, DevOps, and Support teams, streamlining workflow and ensuring clear task and requirement documentation.
• Managed site tech RMA's and hardware returns across all regions, minimizing downtime and ensuring efficient resolution of hardware issues.
• Assisted in the development and production of AWS-server maintenance and documentation, ensuring smooth operation and reliability of the product.
• Collaborated with DevOps and Quality Assurance teams to plan and manage product changes and testing, ensuring high-quality deliverables and a seamless user experience.
• Handled network firewall requests for new and existing sites, ensuring secure and reliable connectivity for the product.
• Completed Umlaut Functional Safety and ISO26262 Advanced Training for autonomous vehicles, facilitating discussions with Verizon and Umlaut on reaching ISO26262 compliance for OEM devices.
• Managed all new site builds across the United States, collaborating with Regional PM's and contractors, and OEM's (Leica, Trimble) to ensure successful site completion.
• Assisted the GNSS Engineer in reducing the number of downed sites from hundreds to less than 10, improving overall system reliability.
• Coordinated RMA repairs with hardware vendors, creating an RMA tracker to provide real-time information on replacement equipment shipments for site techs.
• Increased the speed of repairs and returns by establishing close relationships with hardware vendors.
• Located lost and missing equipment across the Verizon network, resolving long-standing issues and improving inventory management.
• Completed site-build projects from previous years, ensuring their successful completion and closure.
• Assisted the project with transitioning from CATS to 1ERP and located all missing inventory in QLIK, streamlining inventory management processes.
• Streamlined the site repair process by integrating it into the Verizon IOP RMA process, improving efficiency and reducing downtime.
• Served as the Scrum Master for the project, facilitating effective Agile practices and ensuring the team's adherence to Scrum principles.
• Contributed to the development of a revolutionary software product for precise location services in autonomous drones and vehicles, driving innovation in the industry.
• Facilitated daily, weekly, and monthly communication among multiple SCRUM Teams and Sessions for 3 or more projects from Software Development, Cloud Security, Network Upgrades, New Site Builds, Training, and Leadership Presentations for Engineers, SVP's, Directors, and CEOs for Verizon's Global Network Technology group.
• Budgeted each project’s timeline and scope.
• Coordinated sprints, daily stand-ups, and retrospective meetings.
• Participated in PI Planning (including grooming user stories and pre-planning).
• Coached team members about Agile frameworks.
• Facilitated effective collaboration and internal communication.
• Handled communication with internal stakeholders and customers.
• Worked with Product Owners to handle new requests and backlogs.
• Removed obstacles and resolved conflicts by meeting with all relevant teams and working together to find solutions.
• Helped teams implement effective changes.
• Ensured deliverables met high-quality standards by the end of every sprint.
• Helped development teams attain a higher level of Scrum maturity.
• Created a productive environment where team members felt confident and enjoyed product work.
• Defined Done, Backlog refinement, User Stories, Ceremonies, and Scheduling Automated Testing with the testing teams.
• Facilitated excellent servant leadership and presentation skills.
• Demonstrated conflict-resolution and problem-solving abilities.
• Provided outstanding organizational skills and assisted others with improving their processes and flows.

• Oversaw and managed the seamless migration of Sprint business customers from 0G to 5G with T-Mobile for Business, ensuring minimal downtime and a smooth transition.
• Collaborated with small to medium-sized businesses, corporate liable accounts, enterprise clients, and state, local education (SLED) accounts to facilitate the migration process and address any concerns or issues.
• Utilized various applications such as Salesforce, Outreach.io, Office 365 (Excel, Outlook, PowerPoint, PowerBI), Cisco WebEx, DialPad, UPS, and internal applications like Grand Central, BOSS, Olive, iCare, i-Connect, JIRA, MSI, and Quick View to streamline operations and enhance efficiency.
• Assessed the compatibility of 3G/4G phones, hotspots, and IoT devices on each account, determining whether they could be updated via SIM card or identifying suitable 4G/5G alternatives as a Network Solutions Engineer.
• Trained new hires on reviewing account device information and selecting appropriate migration plans for T-Mobile.
• Coordinated internal and external meetings with Account Executives, Dedicated Experts, Migration Implementation partners, and solutions engineers to ensure smooth collaboration and effective problem-solving.
• Generated quarterly reports and created PowerPoint presentations or recommendation documentation for internal and external customer migration teams, providing valuable insights and actionable recommendations.
• Monitored and updated daily reporting, attended daily meetings, and created escalations for customer issues during Sprint to T-Mobile for Business migrations.
• Generated and analyzed B2B sales, equipment, and order reports in Salesforce, providing actionable insights to improve operational efficiency at T-Mobile.
• Monitored, tracked, and reviewed historical customer documentation, including orders, managerial actions, and sales records within Salesforce for T-Mobile customers.
• Escalated operational issues related to logistics, support teams, leadership, and internal management through structured processes within Salesforce.
• Maintained evergreen data integration from Sprint applications into T-Mobile's Salesforce ecosystem to support efficient data consolidation and ongoing system updates.
• Utilized Power BI to pull reports and track customer migration progress, enabling efficient prioritization and timely completion of migrations.
• Collaborated with support, sales, IoT sales, order support, and business network communications departments to ensure customer accounts were eligible and prepared for migration.
• Provided daily updates via SharePoint and internal meetings to operations and migration implementation partners, ensuring all stakeholders were informed and aligned.
• Facilitated cross-departmental coordination and communication, resolving escalations and ensuring a cohesive approach to meet or exceed customer migration completion expectations.
• Delivered world-class customer service, promptly and professionally addressing customer inquiries, concerns, and issues.
• Assisted team members with project completion, providing mentoring and guidance on complex migration issues.
• Provided coaching and support to leads or migration implementation partners who may be experiencing challenges with other migration specialists or external departments.
• Offered feedback on tools and processes to operations, contributing to continuous improvement and optimization.
• Achieved the highest single migration line count on the team in 2022, demonstrating exceptional performance and productivity.
• Facilitated SCRUM Sessions with T-Mobile internal teams and clients on 4G & 5G Technology and equipment.
• Worked with OEM Equipment manufacturers that required IoT Devices to manage their production equipment and processes.
• Facilitated discussions with internal and external T-Mobile engineers to facilitate client needs and troubleshoot service, service area, features, apps, and hardware issues.

• Provided comprehensive OEM hardware, firmware, and software support to 3D printer users globally, across multiple brands, ensuring smooth and efficient operation of their machines.
• Troubleshot and resolved issues related to various 3D printing slicers, including Simplify3D, Slic3r, Prusa Slicer, Cura, and IdeaMaker, assisting users in optimizing their printing settings and achieving high-quality prints.
• Designed and built customized 3D printers, integrating cutting-edge technologies and meeting the specific needs of clients.
• Conducted rigorous hardware and software quality assurance, meticulously testing and validating components and systems to ensure optimal performance and reliability.
• Collaborated with development teams and OEM manufacturers to provide support, troubleshoot issues, and implement firmware fixes.
• Compiled and flashed custom 3D printer firmware using platforms such as Arduino, ARM 32, Klipper, Marlin, Repetier, and Reprapfirmware, enabling users to customize and enhance their printer's functionality.
• Diagnosed and repaired hardware issues related to FDM 3D printers, including stepper motors, LCDs, and controller boards, minimizing downtime and maximizing productivity.
• Worked closely with OEM support teams to address end-user issues, providing timely and effective solutions to enhance user experience and satisfaction.
• Provided valuable feedback on printer upgrades, contributing to the design and development process.
• Demonstrated expertise in material science, particularly in plastics for FDM printing, advising users on the best materials for their specific applications.
• Actively engaged with the 3D printing community through platforms such as GitHub, Facebook, message boards, and Google Groups, providing support, sharing knowledge, and contributing to collective learning and growth.
• Installed and configured Raspberry Pi systems, including Raspbian/Debian, for various applications such as Octoprint, enabling remote monitoring and control of 3D printers.
• Set up and configured cloud-based printing and slicer software, such as Astroprint and Raise3D, streamlining users' printing workflow and enabling remote access to their printers.
• Provided remote desktop training and support to users, guiding them in troubleshooting 3D printer issues and optimizing their printing processes via platforms like Zoom video conferencing.
• Administered and moderated Facebook, Nextdoor, and Discord groups related to 3D printing, fostering a supportive and collaborative community for knowledge sharing and networking.

• Directed and coordinated all aspects of planning, talent management, safety, and technical support for the Main Stage events at San Japan, a seasonal anime convention based in San Antonio, Texas.
• Collaborated with the convention Chair to curate a diverse and engaging lineup of talent, ensuring a high standard of quality for the Main Event stage.
• Worked closely with World Audio & Light, an Austin, TX-based events company, and the Grand Hyatt Hotel staff to ensure seamless execution of Main Stage events.
• Provided expert stage management, planning, A/V, projection technical support, and event safety expertise throughout the convention.
• Successfully collaborated with renowned guests, such as Akira Yamaoka, ROOKIEZ IS PUNK'D, Kieran Strange, BITFORCE, SIRENSTAR & J EN THE ROSE, NATEWANTSTOBATTLE, DAVID "DOCJAZZ4" RAMOS, MASAYOSHI MINOSHIMA, and DJ-JO, to deliver exceptional performances and memorable experiences for attendees.
• Managed and coordinated the Main Stage events for San Japan 8-Bit, attracting over 18,400 attendees, and San Japan 12.5 (2021), which had 11,800 attendees.
• Worked with internal and external OEM's that provided hardware, electricity, WiFi internet and support to the convention.
• Worked with local city officials (Fire, Police, EMTs) to manage crowds and attendee related issues inside and outside of the event.
• Collected and processed event marketing data to increase yearly attendee turnout. 
• Ensured clear and effective communication with all stakeholders, maintaining a professional and concise approach in all interactions.
• Diligently proofread all official documentation and materials, ensuring accuracy and professionalism in all communications.
• Assisted with improving safety at the convention for the main stage and the overall convention attendees.
• For more information, please visit: http://www.san-japan.org/other/about-us

• Managed and trained Tier 1 support employees, ensuring efficient handling of customer escalations to Development/Engineering/QA.
• Facilitated SCRUM meetings between Tier 2 Support Escalations, Training, Development Escalations, OEM's and management, promoting effective communication and collaboration.
• Utilized Jira to manage defect tickets and document user stories between Tier 2 and Development Escalations, ensuring timely resolution of issues.
• Provided remote support via Citrix Go2Assist or GoToMeeting for various operating systems, including Windows XP Professional, Windows Vista, 7, 8/8.1, 10, and Server 2003/2008R2/2012/2016.
• Worked with data stored in Microsoft SQL and SQL Express versions 2005/2008R2/2012 and Microsoft Access databases.
• Managed client support expectations and defect escalations for both cloud-based and desktop products.
• Delivered world-class customer and technical support to clients in the US, UK, GB, and EU, maintaining a 95% Net Promoter Score and ensuring high customer satisfaction.
• Lowered call handling time from weeks to 72 hours, improving efficiency and response time.
• Provided call quality assurance feedback and supervised escalations to ensure high-quality support.
• Coached technicians on troubleshooting techniques and tracked defects across multiple product lines.
• Assisted sales with answering technical questions and trained new sales agents on product features.
• Provided feedback on internal processes and developed internal documentation for troubleshooting SQL using On Center products.
• Conceived and developed documentation on disaster recovery for On Center Software products.
• Managed a call queue using NetSuite and provided detailed documentation for client cases.
• Provided solutions to out-of-scope issues that affected client satisfaction and offered detailed information and solutions to clients via email.
• Provided after-hours support to clients in the US, UK, GB, and EU for SQL and data sharing issues.
• Developed training and solutions for support, marketing, and sales teams.
• Provided support to all internal teams via email or remote sessions and trained new hires on using NetSuite for case documentation.
• Assisted clients and OEMs with web and network troubleshooting for the 'Oasis' platform and software.
• Assisted clients and OEMs with understanding issues with firewalls and routing and provided database maintenance and repair for Microsoft Access and Microsoft SQL 2008-2014.
• Managed file transfer troubleshooting using YouSendIT/Hightail and provided support for Digital Production Control, PDF and image file management, OCSLM/FlexNET Publisher License Manager, Sentinel Dongle installation and troubleshooting, and Wacom driver installation and troubleshooting.
• Troubleshot estimation software export issues and assisted with training product trainers and escalations to the training department.
• Managed phone queues using ShoreTel Sky and provided Microsoft Word and Access support for all currently supported desktop versions.
• Managed testing and projects between Level 3 Support and Development, providing feedback on document management for various image formats.
• Investigated project data tampering and hacking incidents and assisted with identifying network intrusion and license usage.
• Restored damaged or missing SQL databases, ensuring data integrity and system stability.

Estimation Software Marketing Support Manager

• Project Manager for the Marketing team.
• Lead Generation via Internet and Physical Media (Magazines) 
• Market analysis
• Copyright and International Web Domains
• SEO
• LinkedIn Group creation and account management
• Facebook
• Web Site Updates
• Wikipedia
• Convention Booth Design Consultant
• Marketing NetSuite Enhancements
• Social Media
• Mailing List Update US & UK
• Documented Team meetings and Sales Interactions
• Managed a Bucket List of Marketing Projects required to reach team goals for reviews and profit sharing.
• Worked with an outsourced 3rd party Marketing company to improve On Center's Attach rate, SEO, and Efficiency
• Worked with external OEMs to create whitepapers and YouTube videos based on customer installs.
• Oversaw international marketing campaigns in Salesforce by coordinating data management and campaign execution strategies.
• Conducted beta testing of new sales and support functionalities during the migration process to Salesforce for On Center Software, ensuring a seamless transition for the Support Manager.

• Served as the Main Events Coordinator for San Japan, overseeing stage management, planning, A/V, projection technical support, and event safety.
• Managed the stage for musical and vocal guests, ensuring smooth and seamless performances.
• Coordinated the Cosplay and Cosplay Skits segment, ensuring a well-organized and engaging experience for participants and attendees.
• Collaborated with Colorsound, Swanson Sound & Light, and San Antonio Grand Hyatt staff to ensure the successful execution of technical aspects of the events.
• Hosted notable guests such as Akira Yamaoka, Descendants of Erdrick, DJ Cutman, Heavy Sleeper, Mega Ran, The Slants, Kieran Strange, Gimmick!, The Returners, and Taylor Davis.
• Maintained a safe and secure environment for all events, prioritizing the well-being of attendees and staff.
• Ensured clear and effective communication with team members and stakeholders, avoiding industry-specific jargon for better understanding.
• Diligently proofread all official documentation and materials, ensuring accuracy and professionalism in all communications.

• Joined On Center Software as a Technical Support Engineer during a critical period, successfully improving the level of technical customer service and winning back dissatisfied clients.
• Played a key role in increasing renewals to over 96% by consistently delivering high-quality technical support and customer service, setting a new industry standard.
• Assumed additional responsibilities as different departments experienced turnover, demonstrating adaptability and versatility in managing various aspects of technical support.
• Implemented a more efficient ticketing system, transitioning from individual techs having separate ticket queues to a single queue with a minimum of three contacts within a 72-hour period, resulting in improved response times and reduced backlog.
• Conducted in-depth analysis of top call drivers, identifying root causes and proposing effective solutions to resolve client issues.
• Identified and resolved a long-standing issue with the image display software, documenting the problem and providing a temporary solution in Windows until a permanent fix could be implemented.
• Utilized prior experience and expertise to identify and fix a resource management defect in the PDF image loading part of the software, significantly reducing the time spent on image-related issues.
• Trained Tier 1 Techs and Trainers on troubleshooting techniques and escalation procedures, enhancing the overall technical capabilities of the support team.

• Led the training and development of Uverse agents at our site, as well as the development of skills training for agents at all AT&T U-verse call centers.
• Played a pivotal role in the pilot program for Uverse at our Houston center, leveraging our extensive experience with AT&T High Speed DSL Customer Self DSL service.
• Provided comprehensive training on hardware, software, and network systems support for the AT&T Uverse Product, ensuring agents were equipped with the necessary skills to assist customers effectively.
• Created training documentation for other AT&T Uverse sites through the Agent Facing Support Site (AFSS), facilitating knowledge transfer and consistency across call centers.
• Traveled to the Erlanger, Kentucky call center to train agents and trainers on troubleshooting wireless connectivity and other internet connectivity issues.
• Managed and coached agents who were not meeting project guidelines, ensuring their performance improved and aligned with project expectations.
• Oversaw and managed two teams of new hires on the call floor, providing guidance and support to ensure their success.
• Collaborated directly with Workforce Management and HR, taking responsibility for approving time-sheets, making schedule changes, and managing vacation/PTO and leave requests.
• Escalated vendor-related customer hardware issues and common top 10 hardware issues.
• Trained new hire agents on troubleshooting OEM products and  on the AT&T network.
• Assisted agents in troubleshooting  AT&T-related service issues, voice over IP service issues, app issues, and outages.

• Managed the end-to-end employee lifecycle, conducting interviews and overseeing the transition of new hires to their first manager on the call floor.
• Coached and mentored agents, providing ongoing support and guidance to facilitate their transition to different roles.
• Effectively managed agent schedules and time, ensuring optimal coverage and productivity.
• Generated comprehensive reports on agent activities and proficiency, providing valuable insights for performance evaluation and improvement.
• Designed and delivered training programs on soft skills, call handling, escalations, case management, and continuous education.
• Provided call quality feedback and coaching to agents, enhancing their customer service skills and performance.
• Developed new training modules for agents and their managers, addressing specific needs and improving overall performance.
• Coached operations managers and directors, sharing expertise on internal and external processes.
• Trained agents in upselling attachments such as wireless minutes, text messages, phone accessories, wireless hotspots, and promotional products. We covered Sprint & Sprint PCS branded OEM products from 2G(CDMA) to 4G(LTE). 
• Equipped agents with the skills to examine bills and identify potential billing issues, enhancing customer satisfaction and reducing disputes.
• Trained managers and operations teams on new call quality assurance processes and scope of support.
• Provided guidance and coaching to agents on handling difficult clients, ensuring effective resolution of customer issues.
• Collaborated with quality assurance teams to provide feedback and suggestions for improving customer service.
• Worked closely with workforce management and HR, directly managing timesheets, schedules, and vacation/PTO requests.
• Trained agents in sales techniques for various products and services, including text messaging, internet, voicemail, downloadable apps and games, and family plans.
• Actively reviewed users' plans to identify opportunities for cost savings and better alternatives, reducing users' bills.
• Received the same sales incentives as the operations floor manager during the training period until the agent was transferred from their training manager.
• Worked with internal and external teams to design, test, and troubleshoot Sprint branded OEM products from Apple, HTC, LG, Kyocera Motorola, Sanyo, Samsung, Nokia Ericsson, Blackberry, HP, for Android and Windows.
• Escalated vendor-related customer hardware issues and common top 10 hardware issues.
• Trained new hire agents on troubleshooting OEM products and internet hotspots on the Sprint Network.
• Assisted agents in troubleshooting Sprint-related service issues, voicemail service, app issues, and outages.

• Led training initiatives for agents, managers, and third-party clients on CRM and SBC Network Tools Usage, troubleshooting, and configuration of SBC DSL modems and routers developed by Alcatel, Cayman, Efficient Networks, Siemens, and 2Wire.
• Developed call flows for troubleshooting, enabling non-technical individuals to perform technical support effectively.
• Managed employees from the interview process to their first manager on the call floor, ensuring a smooth transition and onboarding experience.
• Coached agents and facilitated their transition to different roles, fostering professional growth and development.
• Effectively managed time and schedules for agents, optimizing productivity and ensuring adequate coverage.
• Delivered comprehensive reports on agent activities and proficiency, providing valuable insights for performance evaluation and improvement.
• Taught soft skills and call handling techniques, enhancing customer service quality and satisfaction.
• Trained agents in escalations and case management, equipping them with the necessary skills to handle complex customer issues.
• Provided call quality feedback and coaching, promoting continuous improvement and excellence in customer interactions.
• Created new training programs for agents and their managers, addressing specific needs and enhancing overall performance.
• Coached operations managers and directors, providing guidance and support in achieving operational objectives.
• Developed expertise in internal and external processes, serving as a subject matter expert for training and operations.
• Trained agents and operations on the use of new tools and processes, ensuring smooth adoption and integration.
• Created comprehensive 2Wire training documentation for SBC employees across worldwide call centers managed by Convergys and other competitors.
• Collaborated with a team member to create an internal training database using Yahoo search technologies, improving accessibility and efficiency.
• Delivered online web-based training, remote training, and in-person instructor-led training, catering to diverse learning preferences and needs.
• Trained operations and trainers on new processes, ensuring consistent understanding and implementation.
• Assisted HR with new hire interviews, contributing to the selection of qualified candidates.
• Managed payroll and time cards, ensuring accurate and timely processing.
• Utilized TotalView to manage agent schedules, optimizing resource allocation and minimizing disruptions.
• Provided detailed HEAT maps to operations, offering insights on agent performance to prevent churn.
• Worked closely with workforce management and HR, directly approving timesheets, making schedule changes, correcting time punches, and managing vacation/PTO and leave requests.
• Worked with OEMs and Vendors depending on agents to know and understand the features of their internet-enabled products.

• Provided expertise and guidance to technical support agents, assisting with escalations to Tier 2 and above for SBC-AT&T High Speed Internet, Dial-Up, and DSL, resolving complex customer issues effectively.
• Developed comprehensive training materials that equipped agents with the necessary technical knowledge to handle customer calls, resulting in improved customer service across global sites.
• Collaborated with cross-functional teams to create and maintain an agent-facing support site, ensuring easy access to resources and troubleshooting information.
• Conducted call quality assurance assessments, identifying areas for improvement and providing feedback to agents to enhance customer satisfaction.
• Acted as a subject matter expert during calls with SBC, contributing valuable insights and solutions to resolve technical issues.
• Participated in operations calls to troubleshoot tool outages and network events, minimizing disruption to customer service.
• Managed call queues and break status for over 500 employees, optimizing productivity and maintaining efficient operations.
• Provided comprehensive training on hardware and software usage to all agents on the call floor, ensuring they were equipped with the necessary skills to assist customers effectively.
• Trained agents from other call centers on quality and troubleshooting steps, promoting knowledge sharing and best practices across teams.
• Assisted workforce management in managing agent schedules and addressing time punch and phone variance issues, ensuring accurate and efficient time tracking.
• Collaborated with SBC and Yahoo call centers worldwide, providing support in tools, resource management, and training for clients, managers, escalations, and operations support personnel.
• Worked with Computer OEMs to pre-install, test, and troubleshoot SBC & ATT-Yahoo Desktop Software, Yahoo Parental Controls.
• Assisted OEMs and customers with installing and troubleshooting internet-enabled devices such as printers, laptops, and routers.

• Provided exceptional customer service and technical support to 13 SBC regions for Dial-UP and High-Speed internet (DSL), consistently exceeding customer satisfaction targets.
• Demonstrated expertise in troubleshooting OEM computers, networking, dial-up, email, and DSL, leveraging prior knowledge of AT&T's network capabilities, departments, and escalation processes.
• Managed average handle time (AHT) effectively, ensuring efficient resolution of customer issues while maintaining high-quality service.
• Worked in a metrics-based phone queue environment, consistently meeting or exceeding performance targets.
• Acted as a coach and mentor to coworkers, sharing knowledge and best practices to enhance team performance and customer service delivery.
• Recognized as the Employee of the Year for outstanding contributions and dedication to providing exceptional technical support and customer service.
• Maintained clear and concise documentation of customer interactions and issue resolutions, ensuring accurate and efficient knowledge transfer within the team.
• Diligently proofread all written communications and documentation, ensuring accuracy, professionalism, and error-free presentation.

• Provided comprehensive technical support to Worldshare users and prospective clients, troubleshooting and resolving connectivity issues on various Linux distributions.
• Authored a detailed walk-through guide on setting up Red Hat, Mandrake, and Caldera Operating Systems to establish dial-up connections with Worldshare using 56k PCI-based modems.
• Demonstrated expertise in Linux systems and networking, effectively assisting users in resolving complex technical problems.
• Maintained clear and concise communication with customers, ensuring a thorough understanding of their issues and providing step-by-step instructions for problem resolution.
• Collaborated with the development team to identify and address recurring issues, contributing to the improvement of the Worldshare dial-in services.
• Consistently followed industry best practices and maintained accurate documentation, facilitating knowledge sharing and ensuring consistent support for Linux users.
• Demonstrated strong attention to detail and accuracy, proofreading all written materials to ensure clarity and error-free presentation.
• Actively participated in training sessions and workshops to enhance technical skills and stay updated with the latest Linux distributions and modem technologies.

• Leveraged prior A/V experience from high school to become a professional A/V, stage, and theater technician (stage hand) with IATSE Local #51 in 1998.
• Participated in show calls for both Houston and Galveston, working with renowned talent and bands such as Aerosmith, Cosby, U2, NSYNC, Tom Petty, and many others.
• Collaborated with show crews from around the world, gaining hands-on training in various areas including stage lighting, sound, rigging inspection and safety, and stage management.
• Operated recording consoles and digital mixers, ensuring optimal sound quality during performances.
• Managed stage maintenance, including focusing and moving light management, to ensure smooth and seamless productions.
• Demonstrated expertise in cable management for live events, stages, and conventions, ensuring efficient and organized setups.
• Implemented networking solutions to facilitate seamless communication and coordination between different technical aspects of productions.
• Prioritized crowd management and safety during events, ensuring the well-being of both performers and audience members.
• Mentored and trained new technicians, sharing knowledge and expertise to foster growth and development within the industry.
• Consistently adhered to safety protocols and regulations, prioritizing the well-being of all individuals involved in productions.

• Provided comprehensive desktop hardware and software support to a group of users, ensuring smooth and efficient operations for the office.
• Managed Windows updates, ensuring all systems were up to date with the latest security patches and enhancements.
• Installed and configured Lexis Nexus software, enabling users to access and utilize legal research tools effectively.
• Upgraded desktop systems, improving performance and compatibility with new software applications.
• Installed and managed anti-virus applications, safeguarding the network and systems from potential threats.
• Troubleshot printer issues, ensuring seamless printing capabilities for all users.
• Resolved ISP connectivity issues, specifically with AT&T DSL, ensuring uninterrupted internet access for the office.
• Planned and executed user email migrations, ensuring a smooth transition to new email platforms.
• Provided user training on new applications, facilitating their adoption and maximizing productivity.
• Addressed issues with Microsoft Office, Lexis Nexis, and other standard programs specific to the office, ensuring optimal functionality and user experience.
• Maintained clear and concise documentation of all troubleshooting and support activities, facilitating knowledge transfer and future reference.

• Successfully operated Nimeous Enterprises as a sole proprietor, providing technical support and IT services to a diverse range of clients, including title companies, law offices, schools, businesses, and individual consumers.
• Managed internet security, firewalls, anti-virus scans for a prestigious title company. 
• Administrated licenses and installations of Microsoft Office products. 
• Expertly planned and administered A/V and networking installations, ensuring seamless connectivity and optimal performance for clients' systems.
• Worked with OEM's to support customers existing hardware and software. 
• Rebuilt legacy computers such as the Apple IIC, IIe computers for schools and libraries in order to keep them from going to a landfill. 
• Designed and implemented wireless networks, considering factors such as coverage, security, and scalability, resulting in improved connectivity and user experience.
• Established and managed home studio recording setups, enabling clients to produce high-quality audio recordings for various purposes.
• Developed and hosted websites for clients, creating visually appealing and user-friendly online platforms to enhance their online presence and reach.
• Maintained clear and effective communication with clients, understanding their specific needs and providing tailored solutions to meet their requirements.
• Ensured the smooth operation and administration of all projects, managing timelines, resources, and budgets effectively.
• Proofread all written materials, including website content and documentation, to ensure accuracy, clarity, and professionalism.

• Provided technical support to Theater Under the Stars staff, troubleshooting and resolving issues with aging Box Office applications running on an older Novell Network.
• Assisted with basic desktop support, ensuring smooth operation of computer systems and resolving user issues promptly.
• Collaborated with the Theater Under the Stars team to identify and implement solutions for improving the performance and reliability of the Box Office applications.
• Maintained clear and effective communication with staff members, explaining technical concepts in a non-technical manner for better understanding.
• Documented troubleshooting steps and resolutions, creating a knowledge base for future reference and training purposes.
• Ensured consistency in formatting and style throughout all documentation and reports, presenting a professional and organized approach.
• Avoided technical jargon, using plain language to communicate effectively with non-technical staff members.
• Conducted thorough testing and quality assurance checks to verify the effectiveness of implemented solutions and ensure a seamless user experience.

• Managed a high-volume one-hour photo lab, efficiently developing and processing 35mm, 110, APS format films, and disposable cameras.
• Provided exceptional customer service by assisting clients with product and sales information on new cameras and camera technology.
• Received training in customer service and technical support for cameras from Sony, Canon, Nikon, and Fuji.
• Demonstrated responsibility as a key-holder, opening and closing the store and ensuring smooth operations.
• Collaborated with the pharmacy and store manager to handle overflow customers during slow processing times.
• Maintained the cleanliness and calibration of the photo processing machine, adhering to chemical safety protocols and keeping detailed logs.
• Processed chemicals for the Fuji photo processing machine and managed silver recovery maintenance tanks.
• Performed Kodak advanced color calibration to ensure accurate and high-quality photo prints.
• Managed inventory of film and cameras, ensuring availability and proper stocking of camera-related products and frames.
• Handled customer complaints promptly and effectively, resolving issues to maintain customer satisfaction.
• Managed outside lab processing and panoramic photo processing, ensuring timely and accurate delivery of finished products.
• Calibrated machines to Kodak standards, maintaining consistent and reliable photo processing results.
• Trained new hires and created schedules for part-time employees, fostering a productive and efficient team.
• Organized and stocked shelves with camera-related products and frames, ensuring a visually appealing and well-organized store.

This is a 35 hour PMP requirement covering PMP, AGILE, SCRUM and a number of other methodologies.

I completed the Umlaut ISO262 Certification for Safety Planning for Autonomous Vehicles. I was the Scrum Master for this project. I managed technical project communications between Umlaut and Verizon. 

Trained extensively in On Center Software Products

Sprint Certification which involves training a class on Sprint Cell Phone support in front of another certified trainer. We had to be able to demonstrate training methods and instruct new hire agents on how to use the tools and upsell texts messages, accessories, and service plans. 

Certification number: 780263-18B3HA

I completed the Microsoft Networking course by completing the Microsoft Certified System Engineer testing track.

Founding member of the Heritage Society.

Participated in the Thespians Society as a stage and theater technician.

Participated in the advanced studies program at College of the Mainland - AC/DC Digital, Solid State Electronics

Completed Thanataology and Technical Writing courseswork.