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.

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.
• 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.
• 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.

• 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.