Craig Achen Email & Phone Number

Greenville, South Carolina, United States

Diagnose and resolve highly complex problem management efforts, providing guidance to team members and lending support in problem resolution activities.Respond to customer requests of varying complexity, ensuring customer and production support needs are met in a courteous and professional manner.Provide on-call support via team rotation for high priority issues by engaging team members and communicating to stakeholders.Develop and maintain the knowledge management system, overseeing team contributions and leading review sessions for adherence to quality standards.Manage domain related activities such as purchase requests, transfer requests, and quarterly renewals for primary domain registrar.Collaborate with clinical and IT stakeholders as it relates to problem management and to improve adherence to SLAs and customer satisfaction.Provide leadership through team motivation, training, and delegation.

Scottsdale, Arizona

Provided technical support via email and web conferencing to a network of 2K+ publishers, resolving issues and performing WordPress template modifications and deployments.Handled ad technology support and update requests in an agile environment.Developed training materials and provided training on 3rd party systems.Pulled and assembled reports in Excel to provide ad performance and revenue metrics.Created custom ad units, landing pages, and rich media for advertising campaigns using HTML, CSS, XML, and Photoshop.Oversaw native advertising integrations and managed relationships with 3rd party vendors.

Charlotte, North Carolina Area

Helped to unify the healthcare system's 100+ websites into a single consumer portal and sub-portals for patients and providers.Assisted in the design, architecture, taxonomy, data migration, customization, and content management of the enterprise solution.Collaborated with CMS vendor in designing, building, and integrating new web applications.Led digital marketing efforts for clinical specialties and campaigns, creating digital banners, landing pages, and micro-sites using Photoshop, HTML, and CSS.

Mooresville, North Carolina

Improved internal communications efforts to 250K+ employees by transitioning the enterprise intranet to a new solution for improved usability and effectiveness.Defined architecture, taxonomy, and performed content migration for the new intranet.Developed business requirements, test plans, and test cases, and provided quality assurance.Collaborated with project stakeholders and IT analysts to develop content authoring and review workflows.

Statesville, North Carolina

Enhanced the college's web presence by leading the development, design, and management of content using various technologies.Contributed to the development of a new public-facing website to improve marketing and branding.Provided technical support for web-based systems and initiated faculty websites to improve course information dissemination.Taught college courses in PC Repair and Databases.Aided in College’s successful SACS reaccreditation by coordinating and creating the digital materials necessary.

Montreal, Quebec, Canada

Lead support, troubleshooting, and installation for entire network, computers, peripheral devices, and telephone system; managed all technological aspects of the company including Windows server, LAN technologies, internet, CAT5 and RJ-45 cabling/wiring, repairs, upgrades, and all manner of technical support.

Bs, Computer Science, 3.79

Magna Cum Laude

Aas, Information Systems, 3.98