Jerry Fisher Email & Phone Number

Simply Measured was acquired by Sprout Social in December 2017, and this role is a continuation of my work as Senior Product Support Specialist.

Fife, Wa

Direct support of staff and students in classroom. Utilize additional skills and abilities outside normal scope of position.• Took initiative to develop Microsoft Access database and tools to manage track, and report state testing results for Special Education students.• Independently developed Microsoft Access database an tools to manage special education student schedules, track student grades, and assign support staff.• Only Educational Assistant to manage state testing for Special Education students. Schedule, proctor, and report results for state testing following all state guidelines and procedures.• Fife High School Classified Employee of the Year 2005 – nominated every year

SUPPORT TECHNICIAN – Direct support of Microsoft Windows and Microsoft Excel• Highest volume call handler averaging over 90 customer calls a day at peak demand• Consistently positive customer feedback• Independently came up to speed on all productsSUPPORT LEAD MICROSOFT EXCEL – Primary contact in product support for Excel• First to develop and deliver support training for new engineers • Handle customer escalations and complaints with patience, professionalism, and ultimate customer satisfaction in mind• Track support patterns for “bugs”, documentation issues, or training opportunitiesBETA TEST SUPPORT LEAD MICROSOFT EXCEL – Primary contact in product support for beta test• Responsible for recruiting and securing product beta testers while clearly explaining program operation, responsibilities, and expectations• Regular contact with beta testers to gather product feedback and suggestions• Communicating issues and suggestions to product testing and development SUPPORT LEAD MICROSOFT ONLINE – Responsible for all support • Maintained vendor relationship with GE (our service provider) to insure service reliability and prompt issue resolution for our customersLEAD SYSTEMS OPERATOR OF MICROSOFT COMPUSERVE FORUMS – Responsible for overall design and layout of area• Designed first customer service satisfaction survey and made several area enhancements as a result• Created two highest revenue producing Microsoft areas• Managed support team of three engineers for one yearMVP (MOST VALUABLE PARTICIPANT) PROGRAM COORDINATOR – Developed program to off-load to third party volunteers• Created initial program proposal in response to customer satisfaction data, feedback, and cost analysis• Developed selection criteria, program expectations, and participant responsibilities• Managed program incentives, tracked customer satisfaction, and trained volunteers MVP WEB SITE MANAGER - Designed and developed internal web site to track MVP program participants