Andy Hoover Email & Phone Number

Greater Nashville Area, TN

▶︎ Editing and expansion of policy and procedure documents▶︎ Writing instructions for custom and off-the-shelf software solutions▶︎ Project requirements discovery and documentation▶︎ Creation and configuration of SharePoint sites▶︎ Creation of custom solutions using Microsoft Forms, Microsoft Flow, and SharePoint

Franklin, TN

▶︎ Resolved technical and methodological questions for users of the Planview LeanKit application.▶︎ Worked with members of QA and development teams to reproduce and troubleshoot software bugs encountered by users.

Franklin, TN

▶︎ Developed and refined documentation on how to use and troubleshoot the LeanKit application.▶︎ Initiated and completed the shift to a more customer-focused, task-oriented knowledge base.▶︎ Hired and coached a rock-star of an intern. Continued to coach and mentor after hiring her as a full-time documentation specialist.▶︎ Developed and implemented a.

Franklin, TN

▶︎ Hired and led a team of customer support specialists.▶︎ Provided second-tier support.▶︎ Created a process for communicating bugs to the developers for faster issue resolution.

Franklin, TN

▶︎ Served as sole customer support for tens of thousands of active users.▶︎ Resolved technical and methodological questions for users of the LeanKit application.▶︎ Worked with members of QA and development teams to reproduce and troubleshoot software bugs encountered by users.▶︎ Wrote and edited help documents based on customer questions and issues.

▶︎ Created, revised, and updated classroom and web-based product training solutions for internal and external audiences.▶︎ Developed a 3-hour training webinar for a new application feature working only from requirements documentation and pre-beta software.▶︎ Took on sole responsibility for creating, revising, and updating training solutions for the Aspect.

▶︎ Diagnosed and resolved customer problems with Aspect Workforce Management applications using voice and written communications, online live meetings and remote access tools.▶︎ Primary point of contact for a premier Workforce Management customer.▶︎ Wrote and edited knowledgebase articles; audited knowledgebase article usage in order to focus efforts where.

▶︎ Taught Latin (grades Pre-K – 8th), History (6th), and computer literacy (Pre-K – 4th)▶︎ Supervised Library for students in grades Pre-Kindergarten through 6.▶︎ Diagnosed and repaired faculty computer problems.

▶︎ Researched and wrote background reports/profiles on executives, public officials and members of the media.▶︎ Researched, wrote and distributed press releases which achieved desired media coverage.▶︎ Participated in consulting engagements including the facilitation of a new vision statement for a church, the development and implementation of a marketing.

▶︎ Sole proofreader at North America's premier security printing firm, responsible for the accuracy of stock certificates, bonds, auto title blanks, birth certificate forms and other critical, high-value printing projects▶︎ Developed and implemented new workflow procedures for the proof approval process which improved turn-around times and reduced friction.

▶︎ Wrote press releases, direct mail, flyers, and brochures.▶︎ Achieved desirable press coverage through persuasive media relations efforts▶︎ Coordinated multiple writing projects with tight deadlines successfully