Customer Support Specialist & Program Coordinator at Aroostook County Action Program (ACAP) (2025-04 – Present)
Serve as the initial point of contact at the front desk, responding to high-volume incoming calls and walk-in clients. Provide certified HEAP intake services and manage client data using empowOR, ECOS, and Microsoft Office suites.
- Serve as the initial point of contact at the front desk, responding to high-volume incoming calls and walk-in clients, identifying needs and directing them to the appropriate program or staff.
- Provide certified HEAP (Home Energy Assistance Program) intake services, guiding clients through application processes, explaining required documentation, outlining the procedure and setting expectations.
- Enter and update client information using empowOR, ECOS, Microsoft Office suites, and Adobe Acrobat, ensuring accuracy and confidentiality of all data.
- Assist clients in resolving basic account and documentation challenges such as missing paperwork, access issues or confusion about program eligibility criteria, offering step by step solutions.
- Use Microsoft Teams and internal systems daily for team communication, case tracking and effective organization.
- Coordinate food backpack and diaper distribution for Early Childhood Education families, managing schedules, client outreach and basic inventory control to ensure timely delivery.
- Transitioned from clerical support and assumed responsibility for all front desk operations within three months in a fast-paced, time-sensitive setting.
Senior Talent & Community Manager at Various Esports Organizations (2017 – 2024)
Managed and mentored teams of esports athletes, maintained relationships with players and online communities, and analyzed performance data to identify strategic improvements.
- Manage, mentor and train teams of esports athletes by setting performance standards, organizing practice sessions and delivering direct feedback to improve their results.
- Encourage and maintain strong relationships with players, partners and the online community, acting as the primary point of contact and resolution for inquiries.
- Analyze player statistics and match performance data to identify trends and areas for strategic improvement and player development.
- Plan and execute engaging community events and initiatives designed to increase fan base participation and encourage long-term interest in the brand, demonstrating strong transferable skills for resident or customer engagement.
- Collaborate with management on talent scouting and recruitment efforts, evaluating potential players based on skill and cultural fit.
- Lead and moderate online communities on platforms such as Discord, Twitch and social media, mediating conflicts, addressing user questions and managing day to day interactions to maintain a positive environment.
Professional Esports Player at Misfits Gaming, Denial Gaming, Vitality.gg (2016 – 2024)
Competed internationally at the highest level of professional esports, achieving consistent results in major tournaments including X Games and ALGS Championship.
- Competed internationally at the highest level of professional esports; online and in-person, achieving consistent results in major tournaments.
- Key accomplishments: 6th place - EXP Invitational (X Games Minneapolis 2019), 4th place - ALGS Online Tournament #6 (North America), 5th place - ALGS Championship 2022 (North America)
- Worked directly with managers and analysts to review gameplay, discuss necessary improvements and carry out strategic adjustments in high-stakes scenarios.
- Provided guidance to younger and newer teammates on setting expectations, improving communication and preparing for competitive play.
- Represented organizations before fans, sponsors and event staff, maintaining professionalism and composure in public-facing and broadcast environments.
Content Creator & Streamer at Self-Employed (S-Corp) (2016 – 2024)
Developed and managed personal brand across Twitch, YouTube, Twitter and other platforms, accumulating a following of over 15,000 individuals. Engaged with live viewers and utilized OBS Studio for high-quality streaming.
- Developed and managed a personal brand across platforms including Twitch, YouTube, Twitter, and others, accumulating a following of over 15,000 individuals.
- Engaged with live viewers, responded to questions in real time and cultivated positive and active communities across chat and associated social platforms.
- Utilized OBS Studio and related tools to configure streaming scenes, overlays and audio/video equipment for a high-quality viewer experience.
- Analyzed content performance data and engagement trends to strategically plan streaming content, scheduling and viewer retention.
- Employed basic search engine optimization (SEO) techniques and optimized titles and descriptions to improve content discoverability and audience growth.
- Organized live events, question and answer sessions and interactive streams to deepen community involvement and create stronger connections.
- Managed sponsorships and promotional activities with various gaming companies, fulfilling contractual obligations and representing their products accurately and professionally.
Brand Ambassador - Alienware at Dell Tech World / Alienware (2020 – 2020)
Served as professional esports ambassador at Dell Tech World, competed live on stage and engaged with customers and employees to showcase new Alienware products.
- Serve Alienware as a professional esports ambassador at Dell Tech World, compete live on stage in front of the audience and be available to answer any fan questions and chat with customers and employees as part of The Experience 2.0 Demo booths.
- Have a professional atmosphere and gameplay session to showcase new next generation Alienware products to an audience of around 50 people on a stage with other media players.
- Play scheduled game sessions at the event so that guests of the show can become familiar with new products and talk with team members at the booths with other guests.
- Talk with many customers, fans and many company employees while being engaging and clear at a loud, bustling environment.
- Walk around and check out different booths in The Experience 2.0 at Dell Tech World, learn about new technologies and assist with finding the best Dell technologies for your needs, then follow up on and present new partnerships and contacts that fit your department needs to the appropriate parties.
