R. Scott P. Email & Phone Number

Fort Lauderdale, Florida, United States

- Grew the IBM Security Client Success team’s social media presence and transformed it as business requirements evolved. Collaborated with Security marketing social leads on campaigns and partnered closely with IBM corporate social leads to maintain consistent use of tools and corporate messaging and branding- Led the design and deployment of the IBM Security division’s customer advocacy program based on the Influitive platform. Collaborated closely with IBM corporate leads and division team members to deploy a successful advocacy platform- Managed all aspects of virtual event facilitation for internal and customer facing training sessions. Coordinated presenters, ensured corporate presentation standards, scheduled events and invitations, hosted live sessions, edited and distributed replays and reported event metrics.- Curated appropriate technical resources into courses in the IBM Security Learning Academy to help clients improve their product skills.

Massachusetts, United States

- Established and grew the IBM Collaboration Solutions Support social media program into a trusted source of high value technical resources for clients- Created a successful external technical support blog for promotion of technical support content and resources- Led the transformation of the technical support delivery model to include delivery of solutions through product support forums with the goal of reducing repeat and how-to support tickets- Managed division’s product support pages on the external IBM support site and administered product taxonomy in multiple external and internal support systems- Represented the division’s interests on enterprise-wide support projects such as the IBM support site, internal content management systems, search engine optimization and the external support content subscription service

Massachusetts, United States

- Managed an extensive library of technical support knowledge through collaboration with support technical subject matter experts, identifying content gaps, and publishing technical documents that adhered to corporate style guidelines- Planned and implemented migration of content from the Lotus Support content management system to IBM Support’s content management system- Leveraged prior application development experience to submit enhancement requests to IBM Support’s content management system, report system defects, perform user acceptance testing, and maintain product taxonomy and teams

Massachusetts

- Designed, developed and deployed a new Lotus Domino technical support workflow application for authoring, technical reviewing and publishing support content. Managed migration of existing technical content into the new application- Designed, developed and deployed external support systems for distributing published content to clients- Developed and maintained product and content taxonomy for organizing support content

Massachusetts, United States

- Provided phone based pre-sale technical information for clients considering software purchases and upgrades- Developed an internal Lotus Domino application for team-based creation and distribution of customer service product information