Resume

524 S. 10th ST. • LIVINGSTON, MT 59047 • PHONE 406-579-0575


Diverse engineer and entrepreneur with a passion for technology and making people smile.

PROFESSIONAL EXPERIENCE

Lead Support Engineer, Archetype Themes; Remote — October 2018-Present
Remote Technical Support and customization of themes for Shopify.

  • Developed on-boarding process for new hires and managed first full-time hire.

  • Improve support documentation and process to reduce incoming requests.

  • Provide technical support and small customizations for client sites using HTML, CSS, JavaScript and Liquid to ensure merchant satisfaction and increased positive reviews.


Software Support Engineer, Wisetail; Bozeman, MT — 2017-2018

Technical support and customization of Learning Management System (LMS) websites.


  • Facilitated migration from Asana to Jira and established a process for issue resolution.

  • Created standard support processes for recurring issues and was able to reduce support
requests to inbox zero for the first time in company history.

  • Troubleshoot and debug customer issues using knowledge of HTML, CSS, PHP and MySQL ensuring service and website uptime.

  • Completed UX training at General Assembly to provide solutions for improving the user experience and solving customer problems.


President / CEO, HeadRoom; Bozeman, MT — 2012-2017

Business Development and Operations for dedicated headphone retailer, www.headphone.com


  • Clearly communicate direction of the company to shareholders, employees, and customers in written and spoken word.

  • Increase positive customer experience through improvements in Sales departments with updated eCommerce tools and integrations.

  • Utilized knowledge of internet technologies to migrate from custom PHP driven website to hosted cloud based eCommerce platform and improve business goals.

  • Increase customer satisfaction with more efficient call center process and implementation of new Customer Relationship Management tool.

  • Design and development of a headphone audio product line.

  • Completed sale of high value domain - Headphone.com 

WooThemes; Remote — 2012
Support Forum Ninja

  • Troubleshoot WordPress websites
  • Provide assistance with customization of themes  

F11 Photographic Supplies Bozeman, MT 2011-2012
Certified Apple Expert & Sales   

HeadRoom Bozeman, MT 2009-2010
Website Consultant / Product Manager

  • Represent company and demonstrate products at trade shows.
  • Facilitated complete website redesign and restructure.
  • Research and Development for new product ideas.
  • Acquisition and evaluation of new product lines.

Poindexters Bozeman, MT 2007-2009
Sound/Video Technician

  • Provide sound reinforcement and video projection for music performances, entertainment, and corporate presentations.
  • Installed complete turnkey Home Theater and AV Systems in some of Montana's most prestigious and demanding homes and businesses.
  • Setup and operate complete audio/visual systems that enrich and enhance experience.
  • Maintain clients desire to have systems be as intuitive and invisible as possible.
  • Improved documentation for time and materials on each job to ensure good return on investment.
  • Independently provided creative and professional solutions for problems during installations.

HeadRoom Bozeman, MT 2003-2007
Vice President Operations / Product Manager

  • Maintained sales for a four million dollar company in a niche market that is constantly undergoing change by developing products to meet market demands.
  • Managed team of 20 employees with diverse jobs, which enabled successful operation of a high demand company.
  • Managed development of entire new product line consisting of 10 new products all with options amounting to seventy three different sku’s.
  • Directed research and development, and implementation into production for over 20 audio devices.
  • Managed product line at of approximately 500 products optimizing availability and pricing to the customer.
  • Implemented procedures for purchasing, inventory control, quality control and production.
  • Developed procedures for organizing and aligning team efforts with corporate strategic plan.

Grace Design Boulder, CO 1997-2001
Production Manager Contributed as third employee for start-up pro audio equipment designer with sales that increased 350% over first four years. Company held niche for designing and supplying high-technology electronic equipment for film and music recording used by top studios around the world.

  • Handled all technical aspects of equipment design, test, performance, maintenance and repair.
  • Implemented standard for quality control issues using knowledge of electronic theory, digital theory, and computer basics.
  • Generated build procedures and assembly manual for all products.
  • Designed Audio Precision program for automated testing of electronic equipment.
  • Trained and supervised employees to assemble equipment and test to guarantee standards.
  • Developed strong business sense for assuring good return on investment by looking to reduce or minimize operating costs without compromising quality.
  • Placed orders for all parts and supplies for production.
  • Created bill of materials and cost analysis database for all production.
  • Implemented new accounting system for inventory.

Microphone Pro | Warren Labs 1995-2012
Contract Sound Engineer

  • Independently operated 150 recording sessions in Texas, Arizona, California, Colorado and Montana for established artists and rising talent.
  • Providing custom installations and consultation services for studio construction
  • Provided consultation and installation services to recording studios: BaseCamp Recording Studios, Big Sky High, Immersive Studios, The Conservatory of Recording Arts and Sciences, and more.
  • Promoted 25 concerts in Arizona, Texas, New Mexico, Colorado
  • Engineered over 20 CD’s for independent artists.

Education

  • University of Colorado at Boulder    Boulder, CO    2000
  • Music & Environmental Studies
  • Conservatory of Recording Arts and Sciences Tempe, AZ    1996-1997
  • Entertainment Business, Sound for Film, Music Recording, Sound Reinforcement
  • University of Texas at El Paso El Paso, TX    1995-1996