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Support Team Manager
Critical Mention / Onclusive
New York, NY
May 2016 - May 2026 (10 years)
Team Leadership & Queue Management:
• Led a technical support team managing client inquiries, incident triage, and system alerts.
• Oversaw queue workflows to accelerate incoming ticket clearance and maintain content standards.
Escalation & Vendor Operations:
• Acted as the primary escalation point for service disruptions.
• Coordinated technical resolutions with external vendors and engineering teams.
Infrastructure Recovery & Server Actions:
• Utilized IPMI and remote PDUs for hardware recovery alongside basic Bash scripts for system stability.
• Monitored operations natively within Jira to track issues and enforce team workflows.
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Videographer & Client Service Specialist
Visual Arts Masters / VAM Productions
New York, NY
Jan 2005 - Feb 2014 (9 years 1 month)
Live Video Production & Quality Control:
• Monitored live video feeds continuously to track fast-paced choreography precisely, ensuring performers stayed perfectly framed during complex movements.
• Maintained dual-source capture by filming to tape or SD cards while simultaneously recording digitally directly into Final Cut Pro.
• Managed live stream broadcasts, rapidly troubleshooting network dropouts and software glitches in real time without interrupting the live recording.
• Handled high-stakes multitasking, including tight-window tape swaps and logging program changes so the post-production data stayed organized.
Cross-Functional Teamwork & Venue Coordination:
• Partnered with local theater crews, stagehands, and venue staff to align physical power routing and network connectivity under tight morning deadlines.
• Collaborated continuously with the traveling team—including event organizers, assistants, and announcers—to ensure a seamless event flow and unified workflow.
• Maintained real-time headset communication with the sound engineer to coordinate track starts, track sudden schedule shifts, and document program workarounds when the lineup changed.
Client Sales & Consultative Service:
• Managed high-volume event sales desks, processing customer transactions for video packages, event merchandise, and apparel.
• Walked clients through their performance photos on-screen, navigating databases to help them review and select their final images.
• Maintained high data accuracy by cross-referencing order forms, competitor numbers, and client data to prevent fulfillment errors.
• Handled on-site end-to-end fulfillment, processing secure payments and burning finalized image selections to CDs on the spot before meeting tight travel departure windows.
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Studio Operations & Imaging Specialist
Nikibi Studio
Brooklyn, NY
Jan 2010 - Jun 2013 (3 years 5 months)
Studio Operations & Production Support:
• Prepared the studio environment for photo shoots by configuring lighting arrays, backdrops, props, and staging areas based on client requirements.
• Maintained peak equipment readiness for in-studio and on-site shoots.
• Assisted lead photographers during active shoots.
• Packed, transported, and deployed mobile lighting and production equipment for off-site location shoots and events.
Live Event Photography & Execution:
• Managed and executed independent photography bookings for live events.
• Handled the entire on-site lifecycle for solo events, from initial equipment transport and physical staging to live shooting and strike-down.
Advanced Image Editing & Post-Production:
• Executed high-volume digital retouching and color correction natively within Adobe Photoshop.
• Performed detailed image editing, color correction, and facial retouching.
Client Sales, Consultations & Fulfillment:
• Guided clients through image review sessions on-screen, providing technical recommendations to help them select their final portrait packages.
• Managed retail point-of-sale operations, processing orders for custom print sizes, predefined packages, and ready-made frames.
• Conducted framing consultations, guiding clients through custom molding samples and coordinating the final product specifications.
Graphic & Web Design:
• Designed promotional marketing flyers and visual assets for studio events, seasonal specials, and holiday campaigns.
• Contributed to the design and layout optimization of the studio’s official website to enhance online client acquisition.
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Post-Production Specialist & Designer
Visual Arts Masters / VAM Productions
Staten Island, NY
Jan 2005 - Oct 2009 (4 years 9 months)
Post-Production & Media Fulfillment:
• Managed the end-to-end post-production workflow, ensuring all finalized media met quality standards.
• Cut individual performance videos from master tapes or SD cards, cross-referencing program changes to ensure the correct performer matched their specific routine name and number.
• Supervised high-volume, real-time video exports and encoding, meticulously checking video and audio tracks for multi-hour production batches.
• Compiled custom media folders for client orders, burning completed video files to DVDs, and preparing packages for shipment.
Graphic Design & Brand Assets:
• Designed custom apparel graphics for event merchandise, including t-shirt designs sold on-site.
• Developed visual layout concepts for physical marketing assets and DVD sleeve packaging to maintain brand consistency.
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Assistant Designer
vLoundge Video
New York, NY
Jan 2009 - Jun 2009 (5 months)
Creative Concepting & Digital Animation:
• Partnered directly with the Art Director to brainstorm, develop, and execute visual concepts across various digital projects.
• Developed and integrated motion graphics and animations to enhance video assets and production values.
Studio Production & Technical Staging:
• Configured advanced studio environments, aligning physical layouts for specialized media shoots.
• Set up specialized studio lighting arrays to ensure optimal capture for complex creative productions.
Chroma Key & Green Screen Operations:
• Executed on-site green screen setups, ensuring precise fabric tension and uniform lighting distribution.
• Managed chroma key configurations during production and post-production workflows to deliver clean visual extractions.
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Assistant Designer
Department of Image and Visual Communications New York City College of Technology/CUNY
Brooklyn, NY
Sep 2004 - May 2007 (2 years 8 months)
Graphic Design & Marketing Production:
• Partnered directly with the Art Director to develop and execute visual assets for college public service announcements (PSAs).
• Designed informational brochures and large-format event posters, ensuring strict adherence to branding and layout specifications.
Print Operations & Physical Fulfillment:
• Operated large-scale commercial printers, managing technical settings and print layouts for high-volume media runs.
• Executed on-site mounting and precision framing for completed physical marketing materials and displays.
Cross-Functional Media Collaboration:
• Collaborated with desktop publishers to streamline document layouts and prep files for final print publication.
• Partnered with web designers to align print campaign elements with digital and online brand platforms.