Warren Post Email & Phone Number

Assist customers with technical problems and how-do-I queries with software and hardware. Maintain the internal customer success documentation.

Beginning as an entry level QA analyst, followed test cases and ticketed discovered issues. Advanced to improving our test cases and writing new ones. Conducted exploratory testing as time allowed. Planned our test rounds and reported results to internal stakeholders. When our QA lead departed and was not replaced, I took on those responsibilities..

Dedicated support for our highest value Enterprise customers. Escalation engineer for the most difficult consumer support cases, particularly Linux. Customer Support's liaison to the Quality Assurance, Engineering, and DevOps teams. Revamped the internal and public facing Enterprise documentation.

Resolved challenging cases in English and Spanish not covered by customer service scripts or the knowledge base. Together with a developer, rewrote the Linux command line reference. Oversaw the migration to Confluence of the department's internal documentation. Implemented much of the department's migration to Zendesk, particularly the answer bot. Edited.

Assisted users and potential users (particularly on Linux) with technical problems, how-do-I queries, and pre-sales in English and Spanish. Reproduced reported issues, then coordinated with Quality Assurance, Engineering, and DevOps to ticket issues with our products and infrastructure. On my own initiative, unified disparate sources to create an internal.

Comayagua, Honduras

Planned and opened a cultural center and library in Comayagua, a joint project of IHCI and the U.S. Embassy in Honduras. Then oversaw its operation and provide leadership. My key roles were:* Promoted our services to our target audience, especially via the social media properties I created for this purpose.* Developed relationships with stakeholders and.

Santa Rosa De Copán, Honduras

Helped clients meet their information needs, going beyond IT strictly defined and considering the bigger picture. For example:* Implemented a constituent relationship management system for a decentralized youth organization with offices in four cities. Assessed needs, guided staff in defining best practices, and implemented a system that encouraged those.

Santa Rosa De Copán, Honduras

Opened and operated the first pizzeria in western Honduras, successfully creating demand in a market unfamiliar with the products.

Trujillo, Honduras

Promoted Honduras's first adventure tour operator to specialty agencies and operators worldwide. Served as jungle guide as needed, learning a few words of the Miskito language along the way.

Operations Center Watch Officer, Washington, 1990. Analyzed information from a variety of official and unofficial sources relevant to Agency situational awareness. Prepared briefings on incidents and trends, with a particular focus on synthesizing data from sometimes conflicting sources.Acting Program Development Officer, U.S. Embassy Lagos, Nigeria, 1989.