Stephen Crouse Email & Phone Number

Managed feature and configuration requirements for publishers migrating to the Silverchair platform. In close collaboration with the Product Owner, met with clients and other internal and third party stakeholders to identify feature requirements and distill them into acceptance criteria for developers to refine and realize. • Lead publishers through all aspects of the migration - identifying and scoping configuration and feature work during discovery; writing and following feature work through the development phase; and performing site review with the publisher through to launch.• Intimately familiar with platform features and the database schema to more accurately scope and define requirements.• Collaborate with other business stakeholders to ensure that work done by other development teams is in line with feature requirements.• Assisted in ensuring that tickets are pointed or SWAG'd by developers to accurately scope feature work.• Liaise conversation between Google Scholar and Silverchair to identify issues and enhancements and ensure that the platform continues to align with industry standards.

Harrisonburg, Va

I lead an international team of twenty-one that comprised the Global E&E Product Support and Administrative Services departments. Responsibilities included:• Overseeing interactions between team members and clients with the goal of providing a high-quality and secure support experience.• Observing day-to-day operations, working quickly to mitigate and rectify any disruptions to our support infrastructure.• Reporting software production issues to our Product QA teams and helping coordinate communication with affected client stakeholders.• Handling escalated support cases for strategic clients.• Personnel management and team staffing for internal and contracted vendor positions.• Ensuring that support SLAs are met.• Identifying and implementing improvements to our support infrastructure.• Designing and facilitating custom reporting for high-level clients.

Harrisonburg, Va

Work with E&E clients and stakeholders to resolve technical issues affecting their use of our software offerings. Responsibilities included:• Advising administrators and IT on how to best configure their network environments to accommodate our software.• Identifying and documenting issues in production and coordinating their resolution with QA and product developers.• Mentoring and helping train E&E Product Support teams based in the US, Hungary and the Philippines.• Maintaining an extensive online Knowledge Base with hundreds of articles in 13 languages.• Testing new products and helping coordinate the implementation of beta releases and final delivery among clients.

Harrisonburg, Va

Fielded technical issues exclusively for Spanish-speaking clients using extensive knowledge of our locally-installable and online products in a myriad of computing and mobile environments.

Harrisonburg, Va

Assisted English and Spanish speaking clients with learning how to use their software, resolving their order inquiries and issues, and motivating them to continue their studies.