Theon Stryker Email & Phone Number

Colorado, United States

Sahaqiel Books is telling stories by and for marginalized identities. We specialize in hope, understanding, love, death and murder with tones of science fiction, fantasy and darkness. Our first book is out in March 2023! Stay tuned!

United States

Transforming the way we do business, Trimble's goal is to take it's existing product lines and align them through a digital transformation effort and create a clear path for all users to reach support. Using customer interviews and internal systems, aligning the business needs with the customer experience. Customer experience includes: - Creation of a Global Horizontal Team- Creation of a unified Help Center- Unifying and consolidating multiple businesses and business processes under Salesforce - Onboarding customers to a user experience in tandem with a net new Salesforce Commerce experience

Colorado, United States

Creating documentation for all audiences across an enterprise platform. API documentation includes: - ReDoc formatted API Specifications - How-To, Getting Started and Basic user guidance - Support and Help articles as needed for common answers for Level 3 support teams Trimble's goal was to turn all of their Cloud platform services with their "Everything as an API" initiative. Working with developers, internal support, and product managers documentation needs ranged from the most basic of FAQs to extensive leaning and understanding of API and API functions.

Acting as the frontline support for all SketchUp users. Using sales force we handle a high volume of customer tickets while looking for ways to improve performance not only for the program but for the future of ticket handling. At this position, I currently handle all Tier 1 & 2 technical questions training from licensing information all the way up to system crashes. I work closely with my Tier 3 group, acting as a lighthouse of issues and escalating when necessary. I also have been handling some document creation and organization as I become more familiar with things.In this position I also managed a team of 3 experts and helped direct operational efficiencies with our in house tools such as Sales Force and Asana. Directing communications across many divisions of Trimble/SketchUp and ultimately making work a better place through personal relationships and leadership.

Working closely with the Vice President of Operations, my primary support and training role for over 700 publishers in a digital asset management system Publishers were of various sizes including academic presses down to two-man shops. Our goal was to make sure all customers had the best experience from first-touch until end date was our goal with an emphasis on education.- Managed a team of 4 people including remote employees that provide support for over 700 publisher clients- Metrics and analytics of client issues through Zendesk - Created, distributed and updated technical documentation- Identified and optimized processes within the system and communications between internal teams- Troubleshooting a wide variety of technical problems- Primary team for technical integration and training for all new clients- Handle off boarding process for all departing clients and making sure it was a positive experience- Lead all specialized migrations with external teams for vendors as well as transitions between other distributors- Project Lead: Migration of 350 publishers into a new system after the purchase of Perseus Books -Group distributed lines over the course of a year (April 2016 - March 2017)- Project Lead: Migration of 4,000 titles from previous system into Hachette Books Group- SME for Openroad “White Glove” marketing service offering for publishers (October 2017 - August 2018)

A position with many hats, working with V and C levels as well as customers directly. I was primarily an operations liaison in charge of 65 vendor relationships and the system admin for our DAM. Worked with clients like Amazon, Google and B&N to identify processes and established continued communication. Also acted as product owner for Constellation, the client-facing dashboard for customer status and sales.- Product Owner for DAD/DAM systems- Created satisfaction and competency metrics for support team- Project Lead: System Upgrade and Management of Telescope (DAM) system (August 2014 - January 2015) - Project Business Owner: Image management system upgrade (August 2012 - October 2012) - SME on metadata validation tool (July 2011 - December 2011) - Process optimization for DAM systems including creation and distribution of technical documentation - Departmental training for all systems- Departmental hiring- Client facing documentation creation and updates- Lead constant improvement of systems and processes in an ever-changing environment

Quality assurance of all projects being run through the production environment and shift management.• Highest level quality assurance of all projects completed by staff• Managed and trained all new staff members• Always providing a high level of customer service • Organized schedules and assisted in morale boosting activities