Darrell Hilliker Email & Phone Number

Peoria, Arizona, United States

Role description as provided by Salesforce:Resolve customer service issues and skillfully manage complex customer service problems for people with disabilities. Manage customers' expectations and experience in a way that results in high customer satisfaction. Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers. Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support. Spearhead the accessibility support program, partner with product managers, designers and developers to help them create accessible products and features.Partner with the product team to track accessibility work and priorities. Evangelize accessible design and development, both within Salesforce and to our customers.

Tempe

Champion accessibility to technology and alternative transportation by the blind and visually impaired through the creation of original content. Edit and redistribute news and publicly available articles covering blindness and other disability rights concerns. Actively participate in the connected online blind and visually impaired community. Operate a blog and podcast using digital audio recording devices, WordPress, FeedBurner, Twitter, a UNIX based web host and other related technologies.

Scan new books for addition to a collection of electronic files for distribution to blind, visually impaired and others with print reading disabilities in Braille and DAISY text format. Increase the accuracy of previously scanned books, check for completeness of content and ensure the presence of copyright information before validating a new book for entry to the Bookshare collection.

Englewood

Audit the accessibility of enterprise-level Android and iOS apps and websites for conformance to Web Content Accessibility Guidelines and vendor accessibility best practices, and test their usability with the Job Access With Speech (JAWS), Nonvisual Desktop Access (NVDA), Talkback and VoiceOver screen readers. Deliver proactive, timely assistance to developers for continuous accessibility improvement through bug reports and screen-sharing presentations.

Conduct accessibility evaluations of clients' websites on multiple desktop and mobile platforms using screen reader and browser combinations including JAWS with Google Chrome and NVDA with Mozilla Firefox.

Test the non-visual accessibility and usability of mobile apps and websites with various screen-reader and web browser combinations and report findings to the accessibility services manager for delivery to clients.

Tempe, Az

Conduct detailed user testing of the accessibility of apps, websites and other information and communications technologies (ICT) for blind and visually-impaired users. Supply concise accessibility test reports that detail accessibility issues, provide solutions and refer clients to resources their developers may use to insure full accessibility. Work directly with developers to bring inaccessible systems and technologies into compliance with best practices, international standards and vendor guidelines. Create cases in customer relationship management systems, file bugs and deliver presentations to clients.

Member of a team of bloggers who draft and edit articles for a website that empowers blind and visually-impaired users of Apple hardware and software.

Phoenix, Arizona Area

Provide top-quality technical support to business and residential cable TV, high-speed data and telephone customers in a fast-paced call-center environment.

Co-host and book guests for weekly Main Menu assistive technology talk show. Broadcast an interactive weekly music program. Maintain and update a blog and web site using Blogger, PHPWebSite content management system and some manual HTML and PHP coding.

Create and edit content in a knowledge base. Analyze and adjust knowledge base queries to meet customer needs. Moderate busy online, web-based technical forum.

Provide excellence in customer service and support of network security hardware and software in active call center environment.

Improved, maintained and troubleshot ISP systems including routers and servers. Interacted with technical support to insure smooth network and systems integration. Provided phone and on-site customer support.

Provided technical support to Internet customers.

Delivered assistive technology training and technical assistance to blind and visually impaired students and employees.