Sabrina Lee Email & Phone Number

Tallahassee, Florida, United States

Tallahassee, Florida Area

• Design, develop, and manage the workflow used to officially release all OpenText software, including processes for validating escrow, export, and security compliance of all releases.• Coordinate with Product Managers and Engineering on the official release of cloud and on-premise software.• Review Price Proposals to determine SKUs required for the sale of a product or bundle, SKU configuration in SAP, and license key requirements.• Oversee the integration of product software, documentation, and SKUs for acquired companies.• Create SOPs and Wiki pages to outline team processes around product releases.• Create training material and help videos to assist with team knowledge-sharing, as well as educating Product Managers on the product release process and compliance requirements.• Provide quarterly webinars for Product Managers on the product release workflow process.

Tallahassee, Florida, United States

• Manage team of five Knowledge Analysts, responsible for the site design, content, information architecture, taxonomy, and permissions model for the Customer Support Portal used by 50K+ customers, partners, and staff.• Coordinate with Web Marketing on all branding and design efforts for customer portal.• Manage all projects related to site improvements, UX, UI, and migrations to site for company acquisitions.• Oversee User Acceptance Testing (UAT) for site upgrades and design changes.• Report on site metrics for the monitoring of user activity and trends.

-Database Administrator for Customer Support portal - a web-based eDOCS DM library and relational database. Responsibilities include all maintenance, upgrades, customizations to the product interface (HTML, Java, and JavaScript), and technical support.-Manage posting of all product patches on the FTP site.-Develop online customer surveys for Customer Support to monitor customer satisfaction.-Develop and run Access reports on Web server activity, download activity, and other reports as requested.-Maintain procedural flowcharts, database flowcharts, and website flowcharts using Microsoft Office Visio.

-Establish and manage a new team of five technical writers.-Research, test, and write technical bulletins, white papers, and technical guides.-Review, edit, and approve all documentation prepared by technical writers.-Initiate the first online resource for customers to download technical bulletins, product documentation, release notes, and white papers.-Serve as Database Administrator for the online repository - a Web-based DM library.-Help initiate the first online Technical Support Knowledge Base, allowing customers to research technical support problems and resolutions via the Web.-Initiate and manage the Inside - Out weekly technical newsletter distributed to 4,000+ customers. -Serve as Web Administrator for the Technical Support website. Responsibilities include managing all Web pages, product downloads and patches, and all other aspects of the website.-Run monthly Access reports to provide statistical data on team performance to upper management.

-Research, test, and write technical bulletins, white papers, and technical guides.-Coordinate with the Documentation team on the review and inclusion of technical support material in the product documentation.-Conduct weekly meetings with all Support staff to review new technical support material.-Participate in pager rotation, providing weekend support to customers converting from PC DOCS Classic to DOCS Open (DOS to Windows).

-Provide daily technical support in the administration of DOCS Open, Novell NetWare 3.12 and 4.x, Microsoft NT 3.5.1 and 4.0, Microsoft SQL Server 6.0 and 7.0, Microsoft Office Suite, and Corel Suite.-Provide daily technical support for the administration of PC DOCS Classic, Novell NetWare 3.11 and 3.12, Btrieve, WordPerfect 5.0 and 6.0 for DOS, and WordPerfect Office Shell.-Participate in pager rotation, providing weekend support to customers converting from PC DOCS Classic to DOCS Open (DOS to Windows).-Research and test customer problems and provide solutions.-Assist other technicians in the testing, debugging, and the closing of problematic issues.

-Administration of a LAN with 25 users, operating Novell 3.12 and Windows NT 3.5.1.-Perform daily backups of system, archiving of files, overseeing data clean-up, troubleshooting network errors, and pricing and purchasing of new equipment.-Provide technical support to 25 staff members.

-Prepare correspondence, technical memoranda, and reports related to the determination of the feasibility and implementation of alternative revenue sources for cities, counties, and special districts in Florida.-Assist with the drafting of responses to RFQs and RFPs; also assist in the drafting of notices, resolutions, ordinances, and other documents as necessary.-Prepare commitments, endorsements, and other forms required in a commercial real estate transaction for issuance of title insurance.-Assist with the data entry and preparation of tax rolls for county governments.-Assist with the drafting of legislative Bills presented to the Legislature.-Pull daily tracking reports from the Auto Legis Software System.