Laura Beaver Email & Phone Number

United States

• Responsible for working with Library accounts and opening and managing online digital bookstores. • Implemented new ticket tracking system to better track support issues.• Assist publishers and retailers with technical questions.• Support for Adobe Reader, MobiPocket and OMC downloads and activations, system requirement inquiries, Server/ site issues. • Coordinate testing for websites and software.• Created training and testing documentation.• Guide libraries through the process of developing their OverDrive DLR system including:o Integration of ILS, implementation of online lending settings and policies.o Ordering MARC records from OCLC.o Training library staff to use the system and how to provide primary support.o Thorough testing of the system prior to launch. • Continue working with libraries once their DLR system is live to: o Develop new site features and upgrade existing ones.o Provide ongoing training to library staff, and assist in addressing patron support issues.• Write copy for critical alerts for enhancements and site down time.• Facilitated the communication throughout the development process between a variety of internal teams including operations, PR, customer support, executive, and others.• Proven project leadership experience including, negotiation, delegation, and mentoring; expert at managing multiple projects simultaneously.• Excellent communication, analytical, interpersonal, and presentation skills.• Responsible for R&D on Strategic initiatives.

Level Two Technical support • Provided customer support and service by answering all incoming calls and getting all pertinent information as to why the customer is calling. • Responsible for providing information about Internet services (individual accounts, corporate accounts, and dedicated connections.) Support platforms include: Dial up, DSL, High- Cap (T1+), Cisco, Netopia, Zyxel and remote assistance with ssh/telnet and setting up virtual email servers. Assist customers with basic web site and ftp questions.• Installed DSL routers and modems, Helped with Circuit testing for T1’s on weekend shifts, operated company van. • Read and reply to all support email, news groups and support boards.