Manage SharePoint sites, including content, format, permissions, user training, and records archiving integration with OpenText. Work as a client liaison to the SharePoint Administrators. Troubleshoot user issues and manage escalation and timely communications. Worked as a member of the SharePoint transition team, successfully completing our client's highest profile project.Implement new web content using Sitefinity CMS. Complete web content updates, generally in under 24 hours.… Show more Manage SharePoint sites, including content, format, permissions, user training, and records archiving integration with OpenText. Work as a client liaison to the SharePoint Administrators. Troubleshoot user issues and manage escalation and timely communications. Worked as a member of the SharePoint transition team, successfully completing our client's highest profile project.Implement new web content using Sitefinity CMS. Complete web content updates, generally in under 24 hours. Provide prompt and efficient communication to the end user regarding their questions and site requests. Author training material/reference documentation for end users. Facilitate customer and partner relationships as primary point of contact for West Coast office. Gather hiring requirements and provide high-quality candidates for business and IT roles. Conduct pre-interviews and screening and provide interview practice and feedback. Implement and maintain intranet and partner websites. Author documentation style guide and process handbooks for contractors, partners, and staff. Conduct internal process training. Implement and manage social media initiatives. Show less

Interviewed, hired, mentored, and remotely managed our Technical Support team in India. Created and implemented formal Support process including full documentation and the coordinating steps for Salesforce.com. Worked with Product Management prioritizing Client Services' top priority bugs for upcoming releases. Created and implemented a documentation style guide used for company documentation (HR, support guides, training manuals). Conducted instructor-led training on-site and online. Acted… Show more Interviewed, hired, mentored, and remotely managed our Technical Support team in India. Created and implemented formal Support process including full documentation and the coordinating steps for Salesforce.com. Worked with Product Management prioritizing Client Services' top priority bugs for upcoming releases. Created and implemented a documentation style guide used for company documentation (HR, support guides, training manuals). Conducted instructor-led training on-site and online. Acted as customer advocate and liaison between Client Services, Development, Sales, IT, and the CEO. Show less

Acted as primary point of contact for multiple Enterprise accounts including a Fortune 100 Company. Managed communications and relationships between the Tellme account team, customers, and partners in various time zones. Self-motivated mentor assisting other Technical Account Managers with UNIX and technical tasks. Created a team website; gathered requirements, and completed initial implementation. Consistently maintained high levels of client satisfaction and guided clients through difficult… Show more Acted as primary point of contact for multiple Enterprise accounts including a Fortune 100 Company. Managed communications and relationships between the Tellme account team, customers, and partners in various time zones. Self-motivated mentor assisting other Technical Account Managers with UNIX and technical tasks. Created a team website; gathered requirements, and completed initial implementation. Consistently maintained high levels of client satisfaction and guided clients through difficult schedules. Gathered customer requirements, negotiated partner bids, and prepared statements of work. Facilitated development, quality control, and launch verification for customer application updates. Interfaced between the clients and engineering staff; solving support and application design issues. Diagnosed operational, network, and application issues; reporting resolutions and root cause analysis to the customer and internal teams. Show less

Optimized process and initiated formal release management. Instituted clear tracking of release features using existing bug database. Created reports and reporting process for current and future releases. Proposed feature suggestions and aided Product Management in focusing the release. Authored and implemented an intranet for Marketing and Engineering; tracking outstanding projects and releases. Updated installation documentation. Acted as Engineering Liaison to Sales and Support. Assisted QA… Show more Optimized process and initiated formal release management. Instituted clear tracking of release features using existing bug database. Created reports and reporting process for current and future releases. Proposed feature suggestions and aided Product Management in focusing the release. Authored and implemented an intranet for Marketing and Engineering; tracking outstanding projects and releases. Updated installation documentation. Acted as Engineering Liaison to Sales and Support. Assisted QA by installing software and performing sanity testing. Managed outsourcing relationship with Chinese Engineering firm including statements of work, billing, and project management. Created tracking system for invoices ensuring budget compliance. Show less

Created and formalized new Technical Support procedures and organization. Authored and implemented a support database in MySQL with a PHP web interface. Installed and configured Solaris and Win32 versions of our software on internal test machines and customer test and production servers. Authored procedure guides for customers, clarifying their routine maintenance. Identified risks and reported to management. Received consistent praise from Fortune 100 and Fortune 500 customers regarding… Show more Created and formalized new Technical Support procedures and organization. Authored and implemented a support database in MySQL with a PHP web interface. Installed and configured Solaris and Win32 versions of our software on internal test machines and customer test and production servers. Authored procedure guides for customers, clarifying their routine maintenance. Identified risks and reported to management. Received consistent praise from Fortune 100 and Fortune 500 customers regarding communication and support. Show less

Managed, planned, and implemented documentation for software releases. Authored installation and integration guides, tutorials, and man pages. Received consistent praise from customers and partners regarding the clarity and depth of the documents. Conducted instructor-led training at customer sites. Researched, selected, and implemented new data management system for documentation. Assisted QA department with Command Line Interface and WebUI testing. Facilitated engineers' task planning… Show more Managed, planned, and implemented documentation for software releases. Authored installation and integration guides, tutorials, and man pages. Received consistent praise from customers and partners regarding the clarity and depth of the documents. Conducted instructor-led training at customer sites. Researched, selected, and implemented new data management system for documentation. Assisted QA department with Command Line Interface and WebUI testing. Facilitated engineers' task planning, analysis, and prioritization. Compiled and disseminated project status, risks and goals. Liaison between customers and engineering staff; answering common user questions and escalating bugs to appropriate engineers. Reported Engineering release status and risks to Executive Staff. Managed desktop PC support and basic UNIX account maintenance. Escalated complex issues to Senior Engineers. Created and maintained Engineering and personal intranet sites. Show less

Acquired corporate training clients despite their contracted providers due to exceptional training and customer service. Utilized communication skills, humor, and task analysis to create a relaxed, comfortable, and effective learning environment. Supervised small teams for project completion and effective customer service. Evaluated curriculum, instructors and software to orchestrate a quality applications training program. Initiated and authored company web presence, Intranet, and Student… Show more Acquired corporate training clients despite their contracted providers due to exceptional training and customer service. Utilized communication skills, humor, and task analysis to create a relaxed, comfortable, and effective learning environment. Supervised small teams for project completion and effective customer service. Evaluated curriculum, instructors and software to orchestrate a quality applications training program. Initiated and authored company web presence, Intranet, and Student Resource Area. Managed marketing efforts including radio, print and Internet advertising. Show less