Resume

SUMMARY

  • My verbal and written communication skills, patience and sense of humor enable me to assist others in getting the most out of their technology with a minimal amount of frustration.
  • Able to maintain a positive attitude while multitasking in a fast-paced, interrupt-driven environment working with a wide array of users.
  • Comfortable working on multiple platforms (Mac OSX, Windows, Linux). Able to quickly learn new software programs and systems.

PROFESSIONAL EXPERIENCE

Siteimprove
Bloomington, MN
February 2015 – present
Senior Technical Support Engineer / Product Champion

Siteimprove’s SaaS solutions are specialized in the fields of web accessibility WCAG 2.0, web analytics, internal site search, content quality assurance, website monitoring, and search engine optimization (SEO). I help Siteimprove’s users – internal and external alike – get the most from these robust tools by: keeping our customers’ needs top of mind in all interactions; encouraging the team to seek better understanding of our customers’ issues in order to provide the best possible solutions and service; and working with team to better identify and communicate possible solutions.

Daily responsibilities include:

  • Providing customer support via Zendesk tickets, community forums, social media posts, direct email and individual telephone calls and conference calls.
  • Ensuring support tickets are completed accurately and in a timely manner.
  • Taking ownership of technical issues and thoroughly outlining them before escalating, or logging bugs with all pertinent information included.
  • Prioritizing tasks and meeting deadlines.
  • Being available and accessible to co-workers, mentoring as needed.
  • Delegating and knowledge sharing within the tech support team.
  • Identifying article needs and enhancements for our internal and customer facing knowledge bases.
  • Providing recommendations and best practices as product updates are released and/or customer needs change.
  • Documenting use cases and specific customer stories to better understand how the software is currently being used and what customers would like to see in the future.
  • Advocating on behalf of the end user in a Product Champion role by collaborating with Product Owners and Developers around future enhancements and releases.

Clockwork Active Media Systems
Minneapolis, MN
March 2005 – February 2015
Jr Systems Administrator, Support Specialist

Daily responsibilities include:

  • Installing CMS and related product suite for customers on production and review servers and managing user permissions for each install.
  • Copying the production CMS installs to a development server for internal users.
  • Installing Trac projects and managing user permissions for each install.
  • Writing detailed but easy to understand documentation on corporate intranet, for internal users as well as content on corporate web site for customers.
  • Technical support for internal and external users via email, instant messenger and phone. Troubleshooting, documenting and escalating issues as needed.
  • Creating new queues in Request Tracker (help desk software). Managing membership of each queue and delegating tickets. Updating auto reply messaging for each queue.
  • Receiving pages during incidents. Assisting with troubleshooting and client messaging during incident management.
  • Working with multiple vendors: Qualys, GoogleApps, DigiCert, TuCows/OpenSRS
  • Quality assurance testing and proofreading.
  • User account management: setting up email accounts, Google Apps, LDAP/network access, etc. for new employees and disabling accounts when an employee leaves.
  • New employee and end user training.
  • Creating content for social media channels: twitter, flickr, Facebook, corporate blog and email newsletters to clients and staff
  • Photography: employee head shots, on-site with clients, documenting employee volunteer work and other events

Fallon Inc
Minneapolis, MN
August 2000 – August 2003
Front End Web Developer

  • Involved in the entire life cycle of a web site, from planning to implementation and maintenance
  • Carried out production work in Photoshop and Flash
  • Built web sites in HTML & CSS
  • Updated content for large scale web sites
  • Maintained files in version control software

Minnesota Life (now Securian)
St Paul, MN
1997 – 2000
First Level Tech Support

  • Answered calls on a help desk from company’s employees, troubleshooting hardware and software problems in a Windows environment
  • Responded to less urgent issues via email
  • Logged all interactions in a ticketing software system

Second Level Tech Support

  • Visited the desks of employees whose hardware or software problems were not resolved after a call to the help desk
  • Ordered hardware or software as needed
  • Updated open tickets as necessary to document reproducible steps or progress toward resolution

MN Department of Human Services
St Paul, MN
1994 – 1997
Internet Coordinator

  • Managed intranet and created web versions of health care provider manuals
  • Was responsible for the layout and printing of health care provider manuals
  • Acted as liaison between the department and IT / tech support; documented issues before escalation
  • Provided audio/visual setup assistance for co-workers who presented information at seminars

West Publishing (now Thomson Reuters)
Eagan, MN
1992 – 1994
Database Verifier

  • Downloaded data from Bulletin Board Systems, proofread it against hard copy versions, and marked up digital files in SGML (precursor to HTML) before uploading it to Westlaw
  • Assisted co-workers with the transition from dumb terminals to Windows PCs
  • Trained users in groups and in one on one sessions, as needed

SKILLS / TOOLS

  • Help desk ticketing, bug tracking & CRM software
  • Content Management Systems: WordPress, Pantheon, Ektron, etc.
  • User account management
  • Text editors: Sublime, vi, Coda, nano, pico, etc.
  • Hand-coded HTML, CSS, Javascript and Bash scripting
  • Google Search Appliance and Google Analytics
  • Version control: Subversion, Microsoft Visual SourceSafe, Oracle SCM
  • SSL certificate and domain management
  • PCI Compliance scanning and reporting
  • Microsoft Office, OpenOffice and Google Apps
  • Professional photography and image production (Adobe Photoshop, Lightroom, etc.)

Send me a message at info@sharynmorrow.com