Ian Fennie

• Design and implementation of a virtual audio effect and corresponding scripting API in multiple plugin formats for testing plugin hosting behaviors and latency compensation. • Support of Adobe Audition's QE team by investigating automated test failures, addressing intermittent issues in the automation infrastructure, and refactoring & improving legacy test code.

• Weiterentwicklung bestehender Software in C++ • Spezifikation sowie Architekturentwurf und -entscheidung bezüglich eines neuen Features • Entwicklung von Machine Learning Modellen unter TensorFlow/Python • Programmierung einer Extension in Adobe Audition zur automatischen Detektion von Fülllauten

• Supported the beta testing, deployment, and monitoring of product releases in an agile environment. • Reported, tracked, and monitored product bugs to ensure customer reported issues get addressed and resolved. • Triaged the product issue backlog based on its customer impact and severity. • Point of escalation for complex issues and assisting all departments in product-related inquiries.

• Mentoring & coaching of junior support representatives through direct support & targeted trainings • Managing of escalated customer service issues which involve high attention to detail & product positioning

• Providing technical support to small business owners and managers while maintaining an average transactional Net Promoter Score of over 88% • Reported, tracked, and monitored product bugs to ensure customer reported issues get addressed and resolved

• Leading sales team in all metrics including profit per hour and warranty attachment • Consistent in defusing escalated customer service issues & providing expert audio consultation • Prospecting and development of loyal clientele by enriching leads via NetSuite CRM+ • Expanding customer experience & satisfaction with educational instruction via Music Mentor series • Training of junior sales associates in developing best practices and targeted sales strategies

• Managed the entire flow of products through the database from check-in & identification to scanning completion & shipment. • Operation of scanning equipment • Strictly precise quality assurance of completed scans