Consumer product reviewer and writer. https://the-gadgeteer.com/author/gregmattersen/

·Manage software development, coordinate multiple teams.·Manage bugtesting methods and resolutions·Lead Discovery / Analysis for future development·Guide Agile development with customer feedback and interaction·Develop job aides / documentation to simplify complex functionality·Responsible for development and delivery of product demonstrations

·Provide high quality customer support by utilizing excellent customer service skills and technical expertise via telephone and e-mail·Support Implementation on client calls·Participate in Discovery / Analysis and act as the subject matter expert (SME)·Develop and maintain Best Practice documents and/or training modules for functional area of expertise·Develop job aides / documentation to simplify complex functionality·Answer phone calls and emails related to user questions and/or problems with an online learning management system (LMS)·Responsible for development and delivery of product demonstrations·Convey customer requirements to Product Management teams·Design and deliver product presentations

Respond to, diagnose, and help fix customer software/hardware issues. Tier 1 through 3 support including hardware, software, and networking.Conducted live training with new customers to assist with setup and familiarize with Hughes Portal Learning Management Systems.

Respond to, diagnose, and resolve customer software issues (software support).Software bugtesting, collaboration with software engineers on fixing and improving software.FAQ/Wiki/KB/Guides writing, editing.Live training of new customers, personalized walkthroughs and setup assistance.

Created and maintained detailed reports for clients, mostly Excel based, included custom macro and Visual Basic programming.Handled escalated customer calls, mainly upset/irate customers.Communicated and served client company (Fedex Kinkos Office and Print Center)