Professional

The Escape Game / Great Big Game Show · Brentwood, TN

Partnered closely with the General Manager to oversee daily operations and drive store success. Selected for a fast-track leadership development role designed to prepare for a General Manager position.

• Delivered remote and on-site Tier 1/2 IT support for multi-site corporate and retail environments, utilizing ConnectWise ScreenConnect.
• Configured and managed network infrastructure (UniFi firewalls, APs, switches) and maintained MDM/RMM environments for device compliance.
• Engineered full-stack automation tools (Python, JavaScript, Node.js, Google Apps Script) to streamline employee onboarding, offboarding, and device audits.
• Authored comprehensive IT documentation and knowledge base guides, successfully reducing repeat ticket volumes and improving resolution efficiency.

The Escape Game - Opry Mills · Nashville, TN

Partnered closely with the General Manager to oversee daily operations and drive store success. Selected for a fast-track leadership development role designed to prepare for a General Manager position.

• Partnered with the General Manager to lead, train, and motivate a diverse team of 12–60 employees, fostering a culture of empowerment and continuous growth.
• Supported daily store operations, including inventory management, cash control systems, shift scheduling, facility maintenance, and operational reporting.
• Spearheaded team communication by creating weekly store newsletters and utilizing curated guest experiences ("epic guest stories") as practical training tools.
• Maintained cross-functional mastery of all Front-of-House roles to deliver exceptional customer service and provide quick, creative resolutions to daily operational challenges.
• Drove the successful rollout of new corporate initiatives, policies, and training programs while championing the company's core mission and values.

The Escape Game

Served as a key operational leader, supporting the General Manager in managing facility operations, guest experiences, and team development. In this role, I drove the on-the-ground implementation of new corporate initiatives, policies, and training materials to ensure the store consistently met brand standards.

• Drove the successful on-the-ground rollout of new corporate initiatives and operational policies.
• Executed new staff training programs while actively championing the company's core mission and values.
• Managed the rollout of new corporate policies and strategic initiatives.

The Escape Game - Nashville Downtown · Nashville, TN

Served as the first and last point of contact for guests at an immersive, on-location entertainment venue, setting the tone for a fun, welcoming lobby environment and delivering five-star hospitality throughout each visit. Managed guest check-in, coordinated game start times with back-of-house, and resolved service issues on the spot to ensure every group left happy. Balanced guest-facing service with the operational demands of a fast-paced, team-oriented environment.

• Checked in guests and coordinated game start times with back-of-house staff to keep experiences running on schedule
• Drove walk-in traffic and booked reservations, promoting games and brand to guests of all ages
• Resolved service failures immediately and graciously to protect the guest experience
• Delivered warm hospitality in person and over the phone
• Maintained lobby and facility cleanliness, restocked inventory, and completed shift reports
• Performed minor game repairs and resets to keep rooms guest-ready

The Escape Game · Nashville TN

Led groups of 2 to 12 guests through immersive, themed escape rooms, delivering engaging introductions, real-time support, and memorable recaps that drove five-star experiences. Operated proprietary game software and HMI systems to monitor rooms and assist players, while managing tight turnaround times to keep multiple experiences running on schedule. Combined high-energy guest hospitality with the technical and operational demands of running live, equipment-driven experiences.

• Guided groups of 2 to 12 guests through immersive escape rooms with upbeat, conversational introductions and engaging outro recaps
• Operated Game Guide software and HMI (Human-Machine Interface) systems to monitor games and assist guests in real time
• Reset games accurately using setup sheets and verified all components functioned properly between sessions
• Managed time effectively to stay on schedule across assigned games
• Resolved service failures immediately and graciously to protect the guest experience
• Maintained cleanliness of games and facility, restocked inventory, and completed shift reports