Jonathan Semones Email & Phone Number

Lake Mary, Florida, United States

Manager, Product Support - July 2019 - PresentDocumentation/Support Lead - September 2016 - July 2019Technical Writing - March 2012 - September 2016GIS Tech Support - July 2010 - October 2012Leadership• Provide clear communication about expectations and needs with employees and other managers• Assist employees with prioritizing work, identifying solutions and resolving challenging situations• Coach employees on how to overcome challenges, improve their work, developing skills, and change management• Review KPIs, set goals and develop strategies to improve team effectiveness• Coordinate software releases including announcements, webinars, documentation release, Etc.Support• Understand client problems and create solutions for those problems• Build strong customer relationships and advocate for client needs• Provide software support for multiple web, mobile, server applications, GIS integrations, SAML integrations, etc…• Onboard clients by migrating data, configuring software, and training• Collaborated to implement Zendesk and Salesforce support sitesTraining• Coordinate the training of all new support employees• Developed a standardized training program used by multiple teams for their onboarding process• Presented training at admin conferencesDocumentation• Managed, updated, and wrote all of Lucity EAM's help manuals (http://help.lucity.com)• Managed the move to providing online help guides• Produced and managed various other customer-facing content and sites

• Meticulously update waterways and road networks for Missouri emergency maps.• Work with supervisor to clarify and accomplish goals on current projects.• Checked for topological errors and trained others how to.• Performed QAQC on others work.• Trained other workers.

• Lead in cleaning a route of several buildings around campus.• Resolved interpersonal conflicts between team members and customers.

• Removed trip hazards from sidewalks.• Kept a record of all work done and the amount of time it took to accomplish each task.• Cleaned, transported, and secured all equipment.