Jeff Shurtliff Email & Phone Number

Remote

Lead multiple teams in managing several mission-critical enterprise business applications, namely the Salesforce ecosystem and customer-facing applications. Act as product owner and project manager for long- and short-term projects, as well as scrum master for agile sprints. Participate in both front-end and back-end development for core applications, DevOps, and integrations, especially those involving Salesforce. Represent the Business Applications organization in cross-functional projects and initiatives.

Remote

Led multiple teams in managing several mission-critical enterprise business applications, primarily for the SecurID business unit. Acted as product owner and project manager for long- and short-term projects, as well as scrum master for agile sprints. Participated in both front-end and back-end development for core applications, DevOps, and integrations, especially those involving the Khoros Communities platform. Successfully migrated the RSA Community from Khoros Communities to Salesforce Experience Cloud. Represented the Business Applications organization in cross-functional projects and initiatives.

Draper, Ut

Acted as Senior Administrator, Program Manager and Chief Architect of RSA Link, the primary customer support portal and online community for RSA, and held the position of Team Lead for a global team located in the United States, Cairo and Bangalore. Also acted as the primary knowledge manager for the RSA knowledge base which follows the KCS methodology. In this capacity I had the following responsibilities:- Leading and directing the RSA Link team in all short-term and long-term projects.- Acting as primary administrator and chief architect / strategist for the RSA Link website, which is built on the Khoros Communities platform. - Representing RSA Link as a stakeholder in cross-functional groups such as Marketing, IT, Total Customer Experience (TCE), Global Services, etc.- Prioritizing and determining Level of Effort (LOE) and value add for incoming projects, tasks and requests.- Leading multiple scrum teams following Project Management (PMBOK) and Agile development best practices.- Participating in projects as both a Program/Project Manager and a senior Python, Bash and PHP developer to implement automation and integration with RSA Link and other platforms via REST API, SQL, RabbitMQ and other channels.- Operationally support the RSA Customer Success organization through the development of automated dashboards and other tools to empower them in their responsibilities.- Continuously improving the online user experience for RSA customers, partners and employees.- Actively monitoring the effectiveness of RSA Link and the knowledge base by analyzing website traffic and other metrics such as articles published, articles linked to support cases, article quality index, case deflection rates, etc. and working to improve said metrics.- Encouraging customers to utilize RSA Link, the knowledge base and other online resources as a means of self-service and proactive support in order to improve the Total Customer Experience.

Draper, Ut

I was responsible for cultivating the knowledge centric culture in the Global Services organization at RSA, spanning all product teams. This primarily involved maintaining and evangelizing the Salesforce knowledge base in accordance with the KCS methodology, but also included working with and encouraging participation in the internal and external communities built on the Jive platform.My role as the Social Engagement Manager included the following responsibilities:- Actively monitoring the effectiveness of the knowledge base by analyzing metrics such as articles published, articles linked to support cases, approval/rejection rates, case deflection rates, etc. and working to improve said metrics.- Communicating the effectiveness of the knowledge base with individual contributors and the management teams by way of reports, newsletters, blog posts, presentations, and status calls.- Working with the management teams in order to assist them in setting KCS goals for their teams and in ensuring that they are met.- Creating and presenting training courses on authoring articles, adhering to best practices, performing technical reviews, etc.- Performing administrative tasks in the knowledge base such as archiving outdated articles and managing the approval queues.- Leading a global team of KCS Subject Matter Experts in streamlining the KCS workflows and training the teams.- Managing internal and external knowledge-related communities to evangelize and encourage participation in the knowledge base.- Encouraging customers to utilize the knowledge base as a means of self-service in order to improve the Total Customer Experience.- Working with the Salesforce development teams to identify and resolve defects and perform UAT on new releases and integrations.Working in this capacity allowed me to directly contribute to the growth of the KCS culture at RSA while also allowing me to further my technical skills and knowledge on a wider scale that spans all RSA products.

Draper, Ut

I supported the RSA NetWitness Platform, which is a security monitoring platform that combines network monitoring, traditional log-centric SIEM, forensics, compliance and big data management and analytics. The product is designed to assist in discovering and identifying advanced cyber threats at a big data level.I also participated globally as a knowledge base SME and worked to increase the quantity and quality of the RSA knowledge base content by providing training as well as editing and reviewing articles. I am proficient in both the Primus and Salesforce Knowledge platforms for knowledge management.

Draper, Ut

I was a Technical Support Engineer at EMC Corporation, specializing as a Subject Matter Expert in Fully Automated Storage Tiering for Virtual Pools (FAST VP) with Symmetrix enterprise storage arrays. I assisted and acted as a global escalation point with configuring and troubleshooting FAST VP and other disciplines, both internally and with customers.

Orem, Ut

I managed a small team of technical support technicians, providing new hire training and managing productivity statistics. I also continued with my primary role as a technical support representative, supporting the Marketecture SaaS platform.

Orem, Ut

I was a technical support technician dealing with web design, search engine optimization, and pay-per-click marketing with small online businesses. I supported customers with the Marketecture SaaS platform.

Bachelor Of Science (Bs), Information Technology

Concentrated in Network Security and Administration

Industry Certifications, Information Technology