- Create and update web pages on automotive dealer sites using company-created proprietary software, HTML, & CSS, as well as designing and implementing original graphics using Adobe Creative Suite- Add dealer-provided third-party code to websites ensuring correct functionality- Document all activities on a Salesforce-based customer management system to ensure proper tracking of work performed- Consult with dealers, account managers, and other internal team members on content related issues as needed- Take part in testing of new functionality of proprietary software- Train new team members in use of software tools and departmental best practices- Serve as Adobe Photoshop subject matter expert, keeping the team up to date on new features and providing formal training—both in person and via webinar—as well as ad hoc assistance to other team members- Act as Content team liaison for VW & Hyundai brands, updating style guides, and asset library as well as working with the VW & Hyundai Account Management teams to ensure a good flow of communication- Ranked consistently at or near the top in productivity in a department of over 40 people.

- Provided third tier technical support for users of Verizon Wireless data products, consistently scoring perfect or near perfect scores on QA evaluations.- Continually built knowledge of products supported and shared the knowledge with other support representatives.- Worked with recently hired support representatives to help them build their product knowledge and their overall quality scores.

- Actively recruited and scheduled over 850 volunteers to assist in many varied positions with the festival.- Created and updated a website used by volunteers to find available shifts as well as information of particular interest to SIFF volunteers.- Planned and hosted special events at local clubs as perks to thank volunteers for their hard work throughout the festival.- Led a group of experienced volunteers at several special movie premieres where celebrity VIPs were in attendance.- Trained new volunteers on the duties that they were to perform during the course of their shifts.- Dispersed film ticket vouchers to volunteers as compensation for their time, ensuring that they received the correct amount.- Facilitated last minute requests for volunteers from festival staff and sponsors.- Implemented and enforced a volunteer code of conduct.

- Provided frontline support for internal customers on the activation and use of new ‘Smart Card’ security badges, the software, and hardware used for remote access to the Microsoft network.- Used Microsoft’s internal helpdesk software (MSE) to respond to service requests emailed from end users.- Coordinated and tracked the domestic and international shipping of smart cards to Microsoft sites and mobile users, ensuring prompt and accurate delivery of over 30,000 cards.- Set up mobile distribution workstations around the Microsoft campus ensuring that the systems worked as expected and were on the corporate network.

- Assisted merchants with setting up storefronts and updating their inventories on the Amazon.com environment via a combination of XML and flat CSV file feeds that populate the catalog database.- Worked with relevant development teams to resolve specific technical issues.- Managed the progress of trouble tickets, from initial creation through resolution.- Served as the 24/7 on-call team member for the department on a rotating schedule.

- Provided frontline support for internal customers on the activation and use of new ‘Smart Card’ security badges, the software, and hardware used for remote access to the Microsoft network.- Used Microsoft’s internal helpdesk software (MSE) to respond to service requests emailed from end users.- Coordinated and tracked the domestic and international shipping of smart cards to Microsoft sites and mobile users, ensuring prompt and accurate delivery of over 30,000 cards.- Set up mobile distribution workstations around the Microsoft campus ensuring that the systems worked as expected and were on the corporate network.

- Solved technical support issues for users of the new Internet based Magic: The Gathering game throughout the external beta test cycle and after the official launch.- Worked with external agency to create the user interface for the end user account website.- Moderated online chat rooms; answering player questions and enforcing the established player code of conduct.- Created in Filemaker Pro an internal technical database of product issues and solutions allowing the support department to share information and communicate them to users in a consistent manner.- Wrote the official user documentation and FAQ for the beta test of the game to help users learn the game and to lower the need to call for basic product information.- Tested new features of the game and identified issues before the product’s external release.

- Served as a prominent member of the team tasked with creating from the ground up an e-commerce website for the sale of wine via straight purchase or auction.- Led the creative team in the user interface design of the website, working within strict project deadlines.- Worked with contracted writers to create articles for the site, including a complete knowledge base of wine.- Created PowerPoint presentations for use at press demonstrations, investor meetings, and client presentations to effectively communicate the structure of the website and introduce the team behind it.

- Designed and programmed within designated deadlines the Internet website for Magnetic North Software and an extranet site for specialized software support.- Designed and created user interfaces for company-produced software converting from client/server applications to Intranet-based browser applications.- Created interactive product demos for distribution on CD and by download using Macromedia (now Adobe) Director.- Worked on a small team responsible for reconfiguring the company network involving both PC and Macintosh workstations.

- Designed and programmed Internet web site for the School of Nursing and Midwifery, University of Nottingham.- Created web page templates to enable ongoing ease of site maintenance by University staff.- Trained University staff in HTML and website maintenance.- Worked on a project with network team setting up PC workstations throughout the campus.

- Worked in HTML, JavaScript, and CSS to update the look and feel of company-operated websites.- Introduced audio streaming capabilities to several of those sites.- Created graphics and navigation for the Nottingham Forest Football Club website.- Trained company staff to use of newer Internet media.

- Responded to emails from people who experienced technical problems while using company-produced products on both PC and Macintosh environments. - Wrote articles for the Tech Support Department’s Knowledge Base helping to ensure users received consistent support information. Also updated existing articles. - Identified, troubleshot and tracked problems in beta release software that provided valuable assistance to developers. - Conducted Quality Assurance testing of alpha builds of RealPlayer 6.0 software for the development team.- Helped create test scripts for use in testing pre-release software.- Coordinated and implemented pre-beta tests of RealPlayer 6.0, gathering usability data and bug reports from external testers giving developers a single point of information.

- Created original pages for the company’s web site using HTML and JavaScript. - Edited and formatted web pages submitted by development teams to ensure a consistent ‘look and feel’ on the site.- Moderated online chat sessions with our in-house game designers and writers.- Supervised external moderators on the web site’s message boards. - Served as an integral part of the redesign team that rebuilt the entire site to enhance navigation and overall flexibility.- Redesigned and implemented a new Tech Support section of the company’s website to increase tech support productivity and aid end users with standard product issues.

- Answered incoming calls and responded to faxes and mail from customers who experienced technical problems while using company-produced products in both PC and Macintosh environments.- The team leader for the group responsible for all written support inquiries (Emails, Faxes, and Ground Mail).- Tracked the release of Windows hardware drivers and kept an updated library for other support representatives to use.- Organized and administrated the department’s software library.- Assisted in training new department employees in product knowledge and phone support.- Created Windows 95 Theme Packs based on company products.- Beta-tested and reported problems with new company products.