Experience

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  Apogee Electronics

  • Santa Monica, CA

  • Technical Support Department Manager

    • Jul 2013 - Present
    • Santa Monica, CA

    - Oversee and streamline the Tech Support Department and RMA repair process, spearheading effective solutions for customers to proficiently utilize Apogee products and swiftly troubleshoot and resolve technical issues.- Track product and industry trends, and report relevant collected data to Operations, Sales, & Engineering departments.- Collaborate with multi-functional teams, from product development to shipping logistics, to ensure needs are met.- Collect and communicate customer feedback, issues, and insights to product development team to improve products. - Diagnose and resolve technical issues and challenges that customers may encounter while using Apogee product lines. - Offer training and guidance to customers, staff, and partners on how to effectively use products to improve projects.- Technical expert to customers, providing technical guidance, clearing roadblocks, and implement recommendations.- Optimize processes to improve client experience and B2B relationships, growing satisfaction, sales, and retention.- Manage team of 3 in-office and remote employees, including hiring, assignments, scheduling, training, and evaluations.- Develop and execute strategies to drive sales from Support-related articles, videos, and content.- Produced engaging and informative video tutorials on how to use Apogee products and technologies for current and prospective customers.

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  Roland Corporation, US

  • United States

  • Operational/Technical Product Support Specialist

    • Jan 2006 - Dec 2012
    • United States

    - Provided technical and operational support on Roland, BOSS, Cakewalk, and Edirol products via phone and email, ensuring prompt resolution of customer issues and fostering positive client relationships.- Managed diverse national customer base, assessing customer issues and providing timely, effective solutions.- Accountable for extensive technical and operational product knowledge to communicate concepts to customer base.- Troubleshoot Apple and Windows systems to ensure seamless integration with products, contributing to a smooth user experience and reduced technical complications.- Translated complex technical information and concepts into accessible language for end-users, crafting technical support documents that effectively addressed customer issues and improve overall product understanding.- Created support videos on YouTube, generating 80,000 views within a year, effectively engaging a wider audience and providing valuable insights into product functionality and usage.

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  West Coast Music

  • Live Sound Engineer and System Tech

    • Jun 2007 - Dec 2010

    - Proficiently orchestrated setup and operation of sound systems, ensuring optimal sound and production quality.- Effectively coordinated with bandleader to synchronize show itineraries, ensuring synchronized performance flows.- Demonstrated attention to detail in preparation for flawless sound execution and tailored experiences for special events.- Monitored and adjusted all audio elements comprehensively, guaranteeing seamless connectivity, optimal mixing, and superior sound quality throughout each performance.- Troubleshoot issues with gear, swiftly identifying and resolving technical issues to ensure uninterrupted performances and optimal sound quality.

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  House of Blues

  • Chicago, IL

  • Stage Hand

    • Nov 2005 - Jan 2006
    • Chicago, IL

    - Efficiently set up and managed stages for ]bands and special acts, ensuring optimal performance environments.- Provided technical support to monitor engineers and maintained seamless connectivity of audio equipment and mics.- Facilitated smooth transitions between performance acts and efficiently handled equipment setup and teardown.

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  All Star Audio

  • Greater Nashville Area, TN

  • Audio Engineer, System Tech, Stage Hand

    • Jan 2003 - May 2005
    • Greater Nashville Area, TN

    - Thoroughly tested gear for potential damage, ensuring optimal functionality and performance standards were consistently maintained.- Efficiently set up and operated gear at venues, guaranteeing seamless execution and optimal sound quality,- Demonstrated problem-solving skills by promptly addressing and fixing any broken equipment, minimizing disruptions and ensuring uninterrupted performances.