Seth Hansen Email & Phone Number

• Provides solutions and services support for a complex, data-centric procurement software.• Collaborates with engineering, product, and business intelligence teams, as well asother subject matter experts to support client questions, issues, and requests.• Assists in developing support guiding principles, standards, processes, workflows, andbest practices.• Triages and escalates complex and urgent questions, issues, and requests using Freshdesk and Jira.• Writes and maintains content for customer knowledge base.

Manages the onboarding and training of new and existing clients onto the TownNews suite of products.Key Achievements/Responsibilities:• Manages the onboarding of clients to responsive design websites on the TownNews content management systems.• Coordinates with multiple teams and stakeholders on data imports, site building, design, & custom development.• Consults with clients on best practices for site design, structure, and monetization strategies.Works closely with broadcast news, newspapers, and magazines to determine how to best represent their brand online.• Conducts web-based training on the Blox & Rayos CMSs with TownNews clients and employees.

Minneapolis, Minnesota, United States

Provides training and support to TownNews clients on the Blox & Rayos content management systems.Key Achievements/Responsibilities:• Conducts web-based training on the Blox & Rayos CMSs with TownNews clients and employees.• Creates, updates, and manages content for online help manual.• Writes, records, & edits customer training videos using Camtasia editing software.• Product expert who provides tier 2 support for the Rayos helpdesk.• Troubleshoots client website issues using Wordpress, HTML, and CSS.

Minneapolis, Minnesota, United States

Provided support & training to TownNews clients on the Rayos content management system.Key Achievements/Responsibilities:• Managed customer accounts to insure success with the Rayos platform.• Conducted web-based training to the Rayos CMS with TownNews clients and employees.• Created, updated, and managed content for online help manual.• Product expert who provided tier 2 support for the Rayos helpdesk.• Troubleshot client website issues using Wordpress, HTML, and CSS.

Minneapolis, Mn

Photographer specializing in portraits of families, children, and seniors.

Provides tier 2 support to GTxcel clients as well as training clients and employees on the GTxcel content management system.Key Achievements/Responsibilities:• Conducts web-based training to the GTxcel platform to clients and employees.• Manages, updates, and creates content for online help manual.• Writes, records, and edits training videos for GTxcel users using Camtasia Studios.• Provides tier 2 support to GTxcel clients using Zendesk case management software.• Troubleshoots client website issues using Wordpress, HTML, and CSS.

Minneapolis, Mn

Manages the implementation and training of new and existing clients on the GTxcel content management system.Key Achievements/Responsibilities:• Manages the onboarding and transition of clients for responsive design websites on enterprise content management system.• Trains clients on the GTxcel content management system in managing their site(s).• Helped to build and design responsive websites using Wordpress, HTML, and CSS.• Consults with clients on search engine optimization (SEO) strategies and tactics.

St. Paul, Mn

Provided customer training and technical support for the Reeher Platform, a software as a service solution for higher education fundraisers.Key Achievements/Responsibilities:• Regularly conducted in-person training introducing new customers to Reeher’s web-based software.• Hosted monthly web-based training sessions using WebEx and JoinMe on various software features.• Prepared, recorded, and edited training videos for Reeher users using Camtasia Studio.• Managed and created content for online help manual.• Assisted in over 25 new customer implementations.• Provided technical support to Reeher clients.• Worked proactively with Development Team to resolve software issues.• Implemented Salesforce Case Management to help track issues and streamline customer support.

Edina, Mn

Summary: Worked to identify and resolve technical and functional software questions from over 200 non-profit community foundations.Key Achievements/Responsibilities:• Provided phone and email support to MicroEdge clients.• Assisted clients with maintaining and updating Progress databases.• Entered and maintained case records and technical documentation using Salesforce.• Worked with clients on a variety of Microsoft Office related issues and requests to ensure successful integration with MicroEdge software.• Helped to establish a new branch of the MicroEdge helpdesk in Minnesota.

St. Paul, Mn

Summary: Accountable for training users as well as managing issues and projects for major clients like CNN, Hearst Television, Post-Newsweek, McGraw-Hill, Telemundo and other media companies.Key Achievements/Responsibilities:• Personally trained over 20 Managing Editors from television news stations across the country on how to use our Content Management System and improve their digital business.• Partnered with department head to define and separate the Service Desk into two distinct teams: Internal IT and Training & Support Services: improving focus and accountability, and improving 24 hour close rate by over 500%.• Accountable for delivering updates at daily company wide meetings on customer-facing issues.• Successfully launched new case management tool in under three months, increasing customer satisfaction and transparency.• Part of the team to establish company expectations around SLAs, including internal roles & responsibilities relating to incidents.• Recommended new internal success metrics to help educate us on gaps, improving performance.• Partnered with news stations to manage major online events such as: breaking news, elections, weather events, video live streaming, or other special content features.• Lead content builder for customer sites as company transitions to new CMS.

Summary: Promoted from managing internal shipping and receiving procedures to providing technical field support in the Ecolab Deployment department.Key Achievements/Responsibilities:• Configured PCs for remote Ecolab employees.• Worked as the shipping and receiving clerk at Ecolab’s Information Technology Center. • Accepted incoming shipments, shipped computers, and computer parts to Ecolab employees. • Ordered supplies and maintaining stock for the company’s various divisions. • Ensured accurate tracking of company assets through careful recording of information using the Remedy ticketing system.

Summary: Established best practices to train new employees in addition to other responsibilities.Key Achievement/Responsibilities:• Provided customer service throughout the store, specializing in several departments including Electronics. • Trained new employees in company practices. • Worked with Price Accuracy team to ensure proper pricing and counts on merchandise.

Summary: Managed department and trained employees to ensure proper delivery of packages across the US boarder.Key Achievements/Responsibilities:• Supervised 14-16 employees in the loading and unloading of packages in trailers.• Ensured the safety of employees through training and by upholding OSHA safety standards. • Maintained and corrected customs documentation to ensure compliance with government regulations.• Scheduled employee shifts and updated payroll on a daily basis.