S.A.E. (School of Audio Engineering)

Cliffside Park High School

New Jersey City University

Project Manager at 3Shape

* Over a decade, developed strong, direct relationships with employees throughout the company, facilitating effective conversations on hardware issues, bugs, feature requests, and long-term projects.
* Leveraged background in supporting clinical and lab-side operations at a 3rd-line level to conduct in-depth software testing for bug identification and reporting for all of our software and hardware.
* Effectively track and report development items in Trello, Notion, and shared JIRA boards, as well as beta testing, continuous project monitoring, and roadmap development based on customer needs and resources.
* Assisted in pricing for hardware and software, considering customer requirements, and contributed to the brainstorming of projects for enhancing Unite and Dental System based on DSO requests and software understanding.
* Conducted meetings with 3rd-party software developers to explore integration opportunities, benefiting DSO partners.
* Maintained a database of actionable alignment meeting notes for the largest DSO, actively integrating them with JIRA for task tracking.
* Acted as the main technical resource for our largest DSO customers, providing immediate support for doctors, trainers, and internal staff through email, Teams channels, and ticketing systems.
* Reduced time to resolution for customers with urgency, offering advanced diagnostic support, and managed various meetings for updates and support.
* Managed urgent dongle and Communicate/Account requests, maintaining multiple dongle groups and understanding module compatibility.
* Conducted virtual training sessions on technical topics for DSO partners, created step-by-step guides, and developed training materials for hardware and software products.
* Worked on Quarterly Business Review materials, integrated into JIRA for further action
* Assisted other departments within 3Shape with technical inquiries and ensured clarity in project activities.

3Shape

Project Manager Strategic Accounts - North America

* Took on the most challenging technical cases to ensure the highest level of customer satisfaction.
* Acted as a resource internally for 3Shape employees to answer any technical or historical questions regarding 3Shape products, services, etc. 
* Demonstrated exceptional problem-solving skills and technical expertise by successfully tackling complex hardware and software issues for dental professionals.
* Conducted in-depth analysis of every support case, meticulously tracking and documenting data to identify recurring patterns and areas for improvement.
* Facilitated productive meetings between support, Research and Development (R&D), and product management teams to bridge the gap between customer feedback and product enhancement.
* Collaborated with cross-functional teams to translate customer insights into actionable improvements, leading to the enhancement of 3Shape's dental scanning equipment and software.
* Recognized as a key contributor to 3Shape's ongoing commitment to digital dentistry excellence.
* Committed to maintaining strong customer relationships through clear communication, empathy, and a customer-centric approach

Principal Support Consultant, Customer Care Tier 3

* Experienced Second Line Supporter at 3Shape, a leading provider of cutting-edge dental scanning and software solutions.
* Committed to ensuring seamless functionality and client satisfaction by delivering expert technical assistance and troubleshooting for dental professionals worldwide.
* Proficient in diagnosing and resolving complex issues related to 3Shape's dental scanning equipment and software, optimizing their performance.
* Collaborative team player, adept at liaising between customers, the first-line support team, and R&D departments to deliver effective solutions.
* Trained our reseller partners, which included support teams, installer teams, and trainers, to enhance their product knowledge and customer support capabilities.
* Keen attention to detail in tracking, documenting, and analyzing support cases, providing valuable insights for product improvement.
* Adhering to industry best practices and continuously updating knowledge in the dynamic field of dental technology to provide the highest quality of support.
* Passionate about contributing to the growth of 3Shape's mission to enable digital dentistry excellence.
* Committed to maintaining strong customer relationships through clear communication, empathy, and a customer-centric approach.

Support Consultant, Customer Care Tier 2

* Strategic Customer Care: Delivered top-notch customer care, with a strategic focus on the "Thank You Economy" mindset, inspired by Gary Vaynerchuk's philosophy as seen in his book.
* Comprehensive Content Creation: Engaged in content creation across various social media platforms, such as Facebook, Twitter, Pinterest, Foursquare, and more, crafting engaging and customer-focused content to build meaningful relationships.
* Email Marketing Proficiency: Leveraged email marketing strategies to enhance customer engagement and drive business growth, ensuring that each interaction resonated with Wine Library's tens of thousands of customers.

The Wine Library

TY Department/Social

* Customer-Centric IT Support: Provided exceptional technical support to customers, specializing in software and related hardware, with a focus on intraoral scanners, including iOC and iTero in conjunction with Invisalign technology.
* Multi-Channel Support: Assisted customers through various channels, including phone support and remote sessions, ensuring prompt and effective problem resolution, enhancing the customer experience.

Align Technology

Tech Support

* Sales Excellence: Achieved outstanding sales performance, surpassing $1.5 million in revenue by successfully promoting and selling high-quality audio recording gear.
* High-End Studio Construction: Demonstrated expertise by overseeing the design and construction of professional recording studios for multiple discerning clients, ensuring top-tier results.
* Customer Information Resource: Acted as a reliable source of information for customers, providing expert advice and guidance on audio recording equipment, enhancing their purchasing experiences.
* Industry Networking: Fostered connections within the music industry by visiting and engaging with various music companies across America. Stayed updated on cutting-edge gear trends, and continuously expanded knowledge to provide the best solutions to clients.

Sam Ash Music

Sales

* Collaborated with Renowned Industry Professionals: Worked closely with esteemed professionals in the music industry, providing invaluable support during recording and mixing sessions.
* Iconic Collaborations: Contributed to sessions featuring artists from prestigious labels like Blue Note and notable acts such as They Might Be Giants, Arif Mardin, and many other accomplished musicians.

Skyline Recording Studios

Assistant Engineer

* Managed the Front-End Operations: Oversaw all aspects of the front-end operations, including client interactions, repair processing,  ensuring seamless customer experiences.
* Supply Chain Management: Responsible for efficiently ordering and managing parts and inventory to maintain optimal stock levels and support timely repair services.
* Database Administration: Maintained and managed a repair database
* Technical Proficiency: Performed minor repairs on audio equipment, demonstrating technical expertise and contributing to the repair process.

Brian Sutich