Professional Experience

IT and Media Producer

God's Garage - Nonprofit/Charity

Aug 2020 – Present

Oversaw IT operations and digital media production for a growing nonprofit, integrating technical solutions to support internal workflows and public outreach.

Key Achievements:

  • Engineered and maintained internal infrastructure, including network architecture, workstation deployment, and office hardware troubleshooting across Windows and Linux systems
  • Designed and managed a vehicle database to track intake, donations, and tax reporting, improving team efficiency and data accuracy
  • Developed streamlined workflows for digital asset management, ensuring accessibility and scalability for future media and design needs
  • Produced, edited, and published video content across major platforms (Facebook, YouTube), increasing community engagement and donor outreach
  • Implemented tools and best practices for team training, onboarding, and scheduling coordination across departments
  • Managed all public-facing digital presence, including content strategy, branding, and multi-channel communication
  • Generated and submitted IRS-compliant end-of-year donation reports, ensuring fiscal transparency and compliance

Tier 1 Chat Support Technician

Kelly Connect - Apple Program

Dec 2019 – Aug 2020

Delivered high-quality, remote technical support for Apple customers in a fast-paced, multi-chat environment, balancing empathy with efficiency.

Key Achievements:

  • Diagnosed and resolved technical issues across Apple devices, software, and services using remote tools and step-by-step troubleshooting
  • Handled up to 3 concurrent chat sessions while maintaining personalized support and excellent customer satisfaction
  • Onboarded and mentored new team members by demonstrating support workflows, documentation techniques, and problem-solving strategies
  • Documented and escalated unresolved technical bugs to internal engineering teams when applicable

Chat Representative / Mentor / Corporate Trainer

Support.com – Comcast Program

Oct 2017 – Sep 2019

Led training and mentoring programs for technical support teams, with a focus on professional development, operational excellence, and performance optimization.

Key Achievements:

  • Directed and supported a team of up to 40 employees, providing performance coaching, technical guidance, and real-time feedback
  • Created and maintained training materials including digital courseware, visual aids, and simulation exercises to support knowledge retention and hands-on learning
  • Facilitated onboarding and recurring training sessions using interactive methods such as role play, group discussions, and problem-solving scenarios
  • Analyzed KPIs and trainee feedback to continuously iterate and improve training outcomes and support effectiveness