Violita Kovchegov-Hernández Email & Phone Number

Dublin, Ohio, United States

Technical Product Manager for EZproxy Analytics and Choreo Insights. Work alongside Product Management and Development colleagues to define, implement, and acceptance test features for these analytics services. Lead and participate in pre-sales and post-sales with our member libraries. Work with product management and development colleagues to define and implement improvements inthe analytics services. Provide technical dashboards, reports, and other functionality of these services. Collaborate on product roadmaps and release plans with our development team. Provides leadership to cross-functional product workgroups. Resolves conflicts and drives consensus.

Columbus, Ohio Area

Develop, launch, and continuously improve programs to onboard and migrate customers to new and existing OCLC products and services, such as WorldShare Management System, Tipasa, WorldShare ILL, WorldCat Discovery, Hosted EZproxy, and those in our future. Manage timelines, customer expectations, and technical configurations as part of an implementation. Regardless of the depth or complexity of an implementation or migration, I consistently work directly with and for libraries and their staffs (virtually and onsite) to forge, adopt, and adapt to new workflows, which requires strong presentation and consultative skills to assist and influence libraries in choosing new policies, and best practices, and to help them manage the change that often accompanies rolling out or moving to new or different ways of doing work.

Dublin, Oh

Integrates OCLC product/service knowledge with a library sciences education and correlating experience to provide expert support leadership to the CSD team and the OCLC user community in support of OCLC's online systems, distributed systems, micro-software, and access methods. Specializes in providing consultative support and implementation guidance to library system administrators, project leaders, and team members, requiring knowledge of operating systems, networking, and client/server technologies. Assists less experienced team members with complex support situations requiring previous library exposure. Interprets problems and resolves recurring difficulties either directly or through the facilitation of coordination/collaboration between other OCLC business units and/or outside vendors and contractors.

Answer incoming support requests and second level referrals in a blended support environment, resolving or coordinating resolution for all requests presented. Assist and mentor less experienced staff in a wide range of support topics. Assist in evaluating the technical expertise of CSD staff, identify individual or group skill gaps, and provide training in order to improve company ability to provide consistent, efficient solutions for users. Participate in new product implementation activities to help ensure CSD support readiness and better product quality/usability. Discover, research, test, and document new, valuable support information for the CSD Knowledge Base in order to ensure that answers and solutions are consistent, accurate, and more readily available to users and Regional Networks. Document all support activity within the CSD call tracking systems to ensure accurate reporting and trend identification that will facilitate ongoing troubleshooting activity for specific users.

Islandia, Ny

Responsible for keeping track of escalated field support resource issues. This involved assigning the issues to appropriate support personnel and supervising issue progress via email or telephone. Worked closely with management, sales representatives, and technicians.

Islandia, Ny

Design, enhancement, and software packaging of the EscalateIT program using Visual Basic 6.0. Developed user interfaces and graphics for user-friendly use and installation of software. Job required interactions between software developers, executive management, and technicians.

Roseville, Mn

Technical Support. Perform all levels of software/hardware troubleshooting. Responsible for supporting a complex range of DOS/Windows PC software. Support customers nationwide either on location or via telephone, e-mail or fax. Worked closely and effectively with developers on problems requiring code changes. Utilize tools provided and other documentation including on-line research tools as necessary in resolving technical issues or reproducing problem cases. Innovative in creating efficient ways of providing support in difficult circumstances for example, language barriers and time zone differences. Training. Conduct software training and presentations in house and at customer sites for all levels of personnel, including end users and executive management. Work closely with the sales department in determining which products would best suit the business needs of a particular customer. Quality Assurance. Test and implement quality assurance standards for selected company software.

Garden City, Ny

Performed Level One and Two Technical Support. Troubleshooting software and configuration problems with clients either on location or via telephone, e-mail or fax. Recreate clients’ network and mainframe configurations to mimic problems on in house systems. Other duties involved the setup and maintenance of PCs on company LAN, including software and hardware installations, network installations, system upgrades, and employee training.Quality assurance testing of all Proginet software to determine the existence of bugs, ease of use and software functionality. Performed exhaustive testing under several possible configurations and situations. Testing performed on multiple platforms, i.e. Windows NT, 95, 3.1, MVS, AS400, and UNIX. Developed programs and scripting files for software packaging and distribution using InstallShield5 Professional. This involved the development of user interfaces and graphics for user friendly and attractive installations of all Proginet NT/95 based software.

Master Of Science, Computer Science & Engineering

Masters in Computer Science & Engineering

Bachelor Of Arts, Major: Physics / Minor: Mathematics

Thesis: Post-Calibration of GRATIS (Gamma Ray Arc-Minute Imaging System)