Sean Montera Email & Phone Number

Remote

As a Business Analyst for the EPLC team, my job consists of researching new and existing technologies, software and hardware, requested by department workers for use in their various campaigns. Research includes cost analysis, verifying the technology’s information via website, PDF, or other documentation, updating internal records for future use by department workers, and verifying information from other internal specialty teams such as security and compatibility.

Remote

As a Technical Writer for the Department of Transportation, I am tasked with writing processes and procedures for my team to assist in the function and education of new team members. Documentation includes but is not limited to: training documentation including screenshots, procedural documentation, and Confluence publication. Additionally, I am tasked with writing the weekly and monthly status reports for the team which includes gathering the relevant information, updating documentation, and compiling into a PowerPoint or Word document for delivery.As the staff Technical Writer for the FDA, I was tasked with creating, editing, and updating EPLC documentation for the Food and Drug Administration over several campaigns including initial intake, concept, and implementation Stage Gates, ongoing analysis, maintenance documentation, reviewing and editing drafted documentation according to FDA and government guidelines. This job entailed a working knowledge of Technical, Proposal, and Grant Writing abilities, the ability to organize information from a variety of sources into a coherent program, and the ability to accurately report on a programs progress as recorded throughout the fiscal year.

Remote

Adept at writing or editing content articles including opinion or research content, Resumes, cover letters, editing LinkedIn Profiles. Content writing includes blog posts, research writing, technical writing, news style writing, and creative writing; including fiction, short and mid ranged formats, web-comic writing; layout and design.Experienced in transcription, both verbatim and edited, and post-transcriptional editing for an online web service for freelance writers.Experienced in simple technical writing for both end users and support staff. Samples are available for viewing upon request.

Texas

As a Subject Matter Expert I am well versed in the technology of the product as well as the processes to be followed in all aspects of my respective campaign. As a SME, it is my job to make sure all agents on the floor during my shift know how to troubleshoot and follow the proper procedures and processes up to, if necessary, replacement or escalation to a specialist for further assistance.Additional duties include creating technical support documents for advanced technical processes and issues which include training documents, easy to use workflows, and script responses for agents to follow during technical support processes. Technical documentation includes but is not limited to Powerpoint and Slides presentations for complex processes, Google and Word Docs for product and technical information during and after product launches, as well as the use of emails and shared Keep notes for instant updates and changes to policies, processes and procedures.Additional duties include analyzing the quality of active floor agents in various metrics including technical knowledge and customer service etiquette. If metrics fall below standard then a SME would do corrective coaching with the agent to improve them in the deficient field. SME's are also responsible for educating agents on processes and products including creating training or information documents for both agents and their customers with emphasis on end user documentation and simple instructions for any audience.Additional specialization in the training of new agents and SME’s, in both technical and customer service related metrics, during initial and full floor production. Supplemental training documentation creation for new agents or updates of existing processes. At any given time, a SME is responsible for supporting all active floor agents with issues.

This was a pilot program that I was handpicked for, which focused on the initial set up of Google Fi service with individual customers. Duties included determining the suitability of the product for individual or group customers including coverage, cost of plans, compatibility of devices and any other issues the customer might run into during the initial setting up of service.If the product was suitable for the customer, I would assist them in the initial set up of their new device if they had one, signing up for service using a customer facing website, installation of the SIM card and Fi service related applications, and activation of said services including any troubleshooting involved if activation failed.Troubleshooting of devices including new service and activation issue, poor signal due to coverage or outage, international roaming issues in over 170+ countries.Additional specialization in the sale of devices when customer do not have compatible devices. Sales included comparing quality of device to existing device and a cost analysis of choosing the right device with the right features for the customers needs.

This is a Technical Support and Customer Service role where I supported customers with their Google hardware and software related issues. I focused mainly on smart phone and tablet support with occasional Chromebook and Smart devices, such as the Google home or Daydream View, assistance. I became adept at treating Android and Chrome OS devices including settings and application troubleshooting and hardware related issues, such as physical damage, and replacement devices.Additional specialization in the form of account management including billing and payment issues, individual user information updating and utilization, device management and ordering.Cellular network specialization on Google Fi's multiple cellular networks including poor signal or call quality, slow data speeds, coverage and outage identification and isolation of issue to singular network using a variety of tools including customer testing and support. This includes both Android and iOS operating systems.

Livonia Mi

Services included Life and Health Insurance, Annuities, and general financial advice. This was a sales driven job that included educating the client on the services provided, assessing the clients needs and current services and if necessary, modifying current services to cover future or existing needs."We try to make sure you have money to live on, we try to keep you alive as long as possible, and when we inevitably fail, we make sure your loved ones are taken care of."

Kalamazoo, Mi

Articles include Arts and Entertainment, Local Government, Local Business, General Reporting. Skills involved are news writing, attribution, research, interviewing, and editing.