Naomi Morauf Email & Phone Number

London, England, United Kingdom

◘ First-line technical assistance via email/phone/chat for librarians, academic staff, students and other users across multiple digital platforms and services, both in-house products and those provided by select 3rd parties◘ Supporting a range of authentication methods including OpenAthens, Shibboleth, SAML, EZProxy, Azure, Clever, Google SSO, barcode, IP authentication, token and referring URLs. Supporting product functions including COUNTER/SUSHI reporting, auto-holdings/FTP updates, and integration with catalogue enrichment (Syndetics), ILS/discovery services (Alma, Primo, Summon) and Learning Management Systems (Canvas, Moodle, Blackboard)◘ Troubleshooting, finding workarounds for, documenting and escalating technical issues to the relevant development team (JIRA, Agile) or external provider. Managing expectations, keeping all parties updated◘ Effective use of a ticketing system for caseload management, tracking SLA targets, case type journey mapping for workflow improvements and better reporting, and sharing expertise (Salesforce.com)◘ Maintaining up-to-date product knowledge (SharePoint, Confluence) and ensuring this is clearly and accurately reflected in support guidance and well-organised in the knowledgebase◘ Liaising effectively with a diverse range of international colleagues including product managers, developers, account managers, content, training, collections development and customer service teams

London, England, United Kingdom

KEY ACHIEVEMENT: spearheaded onboarding improvements for flagship assessment and reporting platform MARK, writing comms and technical support documentation, delivering training sessions via webinar, and being on-call as sole point of contact as part of enhanced support package offered to select MATs. This included configuring school accounts and liaising with data partners to ensure MIS syncs went smoothly, and setting up, and being on-call for, interactive testing, either to build confidence ahead of assessment season in reluctant adopters, or for diagnostic purposes following reported disruption◘ Front-line technical assistance: processing, triaging and logging phone and email queries on a ticketing system; troubleshooting, documenting, diagnosing, escalating issues as appropriate◘ Writing, editing and proof-reading support documentation for our self-service knowledge base, as training and reference material, for the trialling of new features, etc◘ Working with sales reps and the distribution team whenever issues arise to ensure digital product orders are processed correctly (ops tools, CRM database, FTP)◘ Building/maintaining strong internal relationships with product managers, marketing, editorial and sales teams to share expertise and break down silos. Representing the support team in cross-functional meetings to promote digital best practice, collaboration and workflow improvements◘ Building/maintaining strong external relationships with a wide range of customers including local authorities, ministry officials, and organisations such as City & Guilds, as well as with data partners (FFT, Assembly/Groupcall, Arbor, Wonde)◘ Delivering quantifiable improvements over and above service level objectives, using customer journey mapping and analysis of key metrics to target pain-points, low engagement, and patterns of high demand◘ Representing the voice of the customer, providing insight and feedback in the development stages of new platforms and products

London, United Kingdom

London, United Kingdom

Reviewing and optimising metadata for Biblio, PubTracker and Amazon UK (Excel, Adobe X Pro, Amazon Vendor); conducting price point comparisons, market research (e.g., SurveyMonkey). Editorial support including proofreading, checking corrections and photo credits, and writing, updating and amending copy; admin including data entry and managing author correspondence.Social media strategy, scheduling and content creation for Twitter, Facebook, Instagram (Falcon).Administrative support for Special Sales (1 month): liaising with printers, warehouses, production. Securing permissions from editorial. Keying orders (Bookpoint Vista, Biblio), tracking invoicing, managing inventory, record-keeping (Excel) and fielding customer enquiries by phone and email.

London, United Kingdom

Logging, editing, troubleshooting, and running Boolean searches on multiple in-house programs. Supervising others, delegating and out-sourcing of work, and quality control.

London, United Kingdom

Producing concise multimedia reports from live video, audio and other feeds to fixed deadlines. Managing project allocations and outsourcing from a shared team work pool. Responding fast to changing directives from clients and managers, using personal discretion to improve performance.

London, United Kingdom

Handling confidential, legal, and other sensitive data and documentation with speed and discretion. Managing internal and external communications between professional bodies, the public, and Members of Parliament. Providing training and professional oversight for new employees.

Bachelor Of Arts (Ba), Philosophy, 2:1

Education record