Heidi Hendricks Email & Phone Number

Created workflows and policies for SpecialistCreate new program of high profile customer engagement and case processingCreated training program for T&S SpecialistsUpdated processes to improve annotations within cases

Assist customers with addressing internet abuse and securing resourcesManage customer Security Testing policyCreate, update, and manage Trust & Safety workflowsWork with multiple teams to improve T&S workflows

Assist customers with addressing internet abuse and securing resourcesCreate, update, and manage Abuse policiesCreate and manage Training for Abuse associatesManage multiple projects to improve the Abuse workflows and policies

Administer and maintain an expanding 120 client local area network that includes both traditional wired and wireless access.Administer and Maintain Microsoft Exchange server including Active Directory. Assist staff with software and hardware issues. This includes networking, workstation, wireless, software and internet related issues.First point of contact for business hour and after hour assistance for client and staff issues related to website, email, software, hardware, and building security.Provided direct technical guidance on the purchase and deployment of new VoIP telephony system.Maintained and manage VoIP telephony system (Shoretel) including adds, moves and removes.Establish technology usage policies and procedures.Maintained and managed helpdesk system (CCS Helpdesk), inventory control (Spiceworks) and hardware security.Provided training for staff on HTML, Contribute, Dreamweaver, DNS, Computer Security, Omniture Reporting, and Computer Basics as well as developing self paced modules for training on demand.First point of contact for trouble shooting of Lenovo, Dell, Sony and HP laptops and desktops, RICOH and Canon Copiers, Shoretel phone system, and wireless projectors on a 24/7 availability schedule.Managed budget for office, kitchen, and technology supplies.Results: contributed to the growth of company, contributed to increasing company's revenue and contributed to our client's Internet success.

TIG Global Washington DC 2004 to 2005Client Web Site development for search Engine optimization and placement achieving optimum rankings/exposure; Responsible for Web Site Marketing campaigns, link-exchanges and banner ad promotions measuring results for client Web Sites;Managed Search Engine submission and Meta Tags increasing overall search Engine rankings for the client Web Sites;Developed Web site review and maintenance scheduling for updates and improvement;Provided analysis and reports for Web Site metrics both for the company and client Web Sites;Results: promotion to company webmaster to maintain all client websites and hosting platform, help desk and system administration.

TIG Global Washington DC 2005 to 2005Client Web Site development for search Engine optimization and placement achieving optimum rankings/exposure; Managed all client website updates, changes and improvements by a team of 3 in-house developers and 2 outsourced development companies.Managed and implemented a 300 website server migration, including DNS and Platform change while deploying 10 additional websites.Managed new client website design and development on an accelerated schedule.Administer and maintain an expanding local area network;Administer and Maintain Microsoft Exchange server. Assist all members of the staff with software and hardware issues. This includes networking, workstation, wireless, and internet related issues.Results: overall client satisfaction of website performance and appearance resulting in promotion to Director Web Technology.

Client Web Site development for search Engine optimization and placement achieving optimum rankings/exposure; Responsible for Web Site Marketing campaigns, link-exchanges and banner ad promotions measuring results for client Web Sites;Managed Search Engine submission and Meta Tags increasing overall search Engine rankings for the client Web Sites;Developed Web site review and maintenance scheduling for updates and improvement;Provided analysis and reports for Web Site metrics both for the company and client Web Sites;Managed website updates to ensure current content.Results: TIG Global's interesting in taking all Interstate hotel websites because of site performance, moved with websites to become a member of the TIG Global staff.

Developed Internet and Traditional Marketing programs/strategies. Built awareness and recognition of Company; services and partnerships. Supervised research, development, market strategies, measured competitive impact and reported statistics while offering solutions and direction for the corporate Web Site, as well as, the clients; Corporate and Client Web Site development for search Engine optimization and placement achieving optimum rankings/exposure; Contributed and developed plans/programs for Traditional marketing activities, Trade Shows, Advertising campaigns, promotional novelties, direct mail/eMail and follow-up; Responsible for Web Site Marketing campaigns, link-exchanges and banner ad promotions measuring results for company and client Web Sites;Responsible for Traditional Marketing campaigns, news releases, press insertions, space adds and postcard mail packs measuring results for my company's future marketing investment as well as our clients promotional marketing plans/budgets;Managed Search Engine submission and Meta Tags increasing overall search Engine rankings for the corporate and client Web Sites;Developed Web site review and maintenance scheduling for updates and improvement;Maintained qualified direct mail database and eMail database activities for active customers, prospect clients and unqualified suspect clients;Provided analysis and reports for Web Site metrics both for the company and client Web Sites;Produced analysis and reports for Traditional marketing activities including Trade show leads, raw numbers of space add responses and direct mail campaigns. Also provided reports measuring raw, unqualified and qualified sales leads.Results: contributed to the growth of company, contributed to increasing company's revenue and contributed to our client's Internet Marketing/Traditional Marketing/Business success.