Steve Krupka Email & Phone Number

• Create and maintain a consultative relationship with clients.• Build customer reporting in Google Looker Studio (Data Studio) and Google Analytics.• Research and write Google Whisperer articles about Google Analytics 4.• Provide Google Analytics & Looker Studio (Data Studio) support to internal teams.• Create short- & long-term strategies for single and multi-rooftop dealerships.• Perform competitive research and apply findings to client websites using Google Search Console, Google Analytics, SEMRush, and/or Screaming Frog.• Apply Google's best practices to sites to increase organic search visibility, keyword rankings, and site quality.• Create, update, and maintain Google business listings.• Mentor new associates and work with management to assess their readiness.• Traveled to Pune, India and trained associates and managers on SEO processes, best practices, tools, and language skills.

• Check the quality and relevance of the steps taken by associates to improve site health and performance while ensuring that the site complies with OEM and Google's best practices.• Provide coaching to the SEO team and act as a resource to associates that have questions about how to improve a site's performance and rankings.

• Provided phone and email support to customers regarding various issues using their website or tools.• Added/removed content on customer websites.• Logged interactions with customers in a CRM system.• Consistently exceeded phone and email SLA’s.

• Created and edited knowledgebase documents to assist customers with problems using Adobe software.• Created and edited public-facing knowledge base documents.• Worked with customers escalated from the executive team, the call center, or from sales to resolve technical difficulties.• Worked with engineering to resolve problems that customer are experiencing.• Monitored the quality of the support that technicians give to our customers at the call center.• Mentored technicians at the call center through on-site visits, case note reviews, and call listening.• Reviewed product user guides for accuracy and clarity.• Assisted with the creation of the Adobe Certified Expert (ACE) tests for InDesign, InCopy, PageMaker, and Acrobat.

• Prepared customer flies for printing by scanning customer artwork, creating the layout for the job, fitting the artwork to the die shape, adjusting images for dot gain, and calling out spot colors.• Created color-matched proofs for customer approval.• Made corrections and changes on orders to make them current.

Assistant Trainer - August 1997 - January 1998• Assisted the Trainer by teaching classes to new and existing technicians.• Rewrote the training manual to reflect the most current product and operating system information.Senior Technical Support Representative - February 1997 - January 1998• Acted as the primary resource for the PageMaker team.• Facilitated training sessions to show how workflow between products is achieved.Technical Support Representative - May 1996 - February 1997• Used advanced problem solving skills to analyze and solve questions about PageMaker.• Researched issues for customers and contacted them with my findings.

Education record

- Technologies studied HTML, CSS, Javascript, PHP, and SQL with a focus on creating standards-compliant code. - Site development included.

Print Publishing

- Studied typography, pub design, and layout techniques. - Took courses focusing on Aldus FreeHand and PageMaker, Adobe Photoshop.