Experience

VR Systems, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Product Manager, EViD Solutions

  • Apr 2020 - Present

  Continue to build the value of VR's EViD Solution by delivering products that help our customers succeed in addressing current and emerging needs in the elections industry.Continue to lead the Web Solutions Customer Support team in providing exceptional customer service.

• Product Manager, VR Web Solutions

  • Jan 2017 - Apr 2020

  Continue to build the value of VR's Web Solutions by delivering products that help our customers succeed in addressing current and emerging needs in the elections industry.Continue to lead the Web Solutions Customer Support team in providing exceptional customer service.

• Technical Writer

  • 2014 - Jan 2017

  Wrote, formatted, and distributed user-centric online help and print guides to ensure customers' success in using VR Systems software.In collaboration with the VR Marketing Director, established, and maintained the VR Systems Style Guide as it relates to grammar, terminology, style, and formatting conventions. Provided editorial and formatting support to staff who were developing training materials and videos, customer communications, webinars, and external presentations.Provided input on the structure, format, and delivery of content in the User Community and assisted with maintaining the community to provide a customer-friendly user experience in finding and using product documentation, training materials, and other corporate communications provided in the User Community.Special Projects:Lead effort to expand and update customer user community to improve access to product information and documentation.Spearheaded efforts to implement and streamline customer management programs, including customer support help desk software.Established a cross-functional Content Committee to improve consistency in customer experience related to customer content and communications.Assisted product manager in development of a new product to provide elections officials immediate visual data about the status of electronic pollbooks during an election. • Lead efforts to define personas and user stories for the product and gather requirements from internal subject matter experts.• Coordinated with external resource to create wireframes and software design mockups based on the defined requirements.• Assisted with the creation and management of the product backlog.



Handshake Software

• Germany
• Software Development
• 1 - 100 Employee

• Customer Support Manager

  • 2012 - 2014

  Re-engineer, implement and monitor practices, policies, standards, and procedures for the Customer Support group to improve productivity, efficiency, customer service quality, and customer relationships. Proactively identify areas in need of improvement and work independently or with other managers to implement any necessary changes. Establish strategic goals by gathering key performance measurements to identify and evaluate trends and options, determining and implementing a course of action and evaluating outcomes. Build and maintain relationships with the operational and departmental management of key customers to acquire and retain customers and increase customer satisfaction. Provide leadership to and manage a team of Customer Support Technicians to encourage self-motivation, productivity, and a customer-centric mindset to meet the needs of customers and support company operations. Supervise the day to day operations of the Customer Support Group, overseeing resource allocation, adherence to policies and procedures, and timely responses and resolutions to customer issues. Facilitate and monitor customer resolution for escalated calls, engaging cross-functional team members as needed to ensure a satisfactory and timely resolution. Measure and report key performance measurements and improvements to senior management. Implement, support, and maintain the ticket management system.



OpenText

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Knowledge Manager

  • Mar 2012 - Jul 2012

  Assist in the management of the customer support web site (used by customers, partners, and internal employees), including maintaining the site design and user experience, information architecture, and permissions model.Provide project management for initiatives related to web site improvements, such as ongoing improvements to the customer experience with the knowledge base, communities, general site navigation, and content contributions and retrieval.Special projects:Provided needs analysis, user experience design, and project management for an ongoing project to replace outdated software used by internal authors to write and deliver knowledge base articles on the customer web site for internal and customer usage in troubleshooting, using, and maintaining OpenText software.

• Senior Knowledge Base Analyst

  • Jun 2009 - Apr 2012

  Create task-based documentation for defined personas for Enterprise Content Management products.Review and edit technical documentation and knowledge base articles for team members.Ongoing management of development cycles, timelines, tasks, and progress associated with the maintenance of customer facing knowledge base software.Special Projects:Provided project management, team leadership, and needs analysis for a ten month project resulting in the design, development, and implementation of a web-based community on customer support web site to assist customers in creating an upgrade strategy and successfully upgrading OpenText Content Server (enterprise content management software). Acted as assistant project manager/team lead of a cross-functional, international team for a six month project to define the ideal customer experience during specific lifecycles to deliver a business model for improving customers’ experience with Open Text.

• Technical Writer

  • Aug 2008 - Jun 2009

  Complete writing assignments according to set standards regarding order, clarity, conciseness, style, and terminology. Design, develop, and produce product documentation for multiple output formats including HTML, LHP, and PDF in a structured XML environment.Create task-based help content based on defined personas for various Enterprise Content Management (ECM) suite products.Special projects:Assist in strategic corporate initiative to design a new Web 2.0 customer experience for all Open Text Web sites based on the assessed needs of individual roles. Assisted with leading efforts in the creation and implementation of usability testing to improve customers' experience in finding and using product information through online tools.Planed, implemented, and carried out various strategies to gather customer feedback, assess documentation needs, and strengthen relationships with customers. Conducted customer interviews and analyzed feedback to implement improvements in design, delivery, and content of product documentation.



Open Text

• CS Communications Specialist/Knowledge Base Analyst

  • 2005 - 2008

  Write, research, design, and development all Technical Bulletins for the OpenText eDOCS Product line, which supplement the official product documentation, from knowledge of topic, supplemented by additional study and research. Write, edit, and maintain Knowledge Base Articles documenting software bugs, enhancements, and other information for multiple product lines, including Livelink ECM – eDOCS and Livelink ECM – Enterprise Server, ensuring technical, grammatical, and style accuracy.­Researched, developed, and hosted weekly online seminar topics for audiences of 50 or more, coordinated rehearsal and presentation schedules for multiple product lines while simultaneously advertising and distributing meeting invitations to multiple customer segments. Within one calendar year, increased the number of Webinars available from one bi-weekly to three or more per week with high customer participation, solidifying the Webinar series as an essential part of the corporate strategy to educate customers and gain customer satisfaction.Special projects:Assist in defining in-house documentation standards and style guidelines that are in-line with corporate and industry standards.Created, implemented, and maintained a tracking system to document the workflow and completion of Technical Bulletins.

• Senior Product Specialist

  • Mar 2001 - Apr 2005

  Provide technical support to internal and external customers whose issues have been escalated.Execute daily operations of analyzing, troubleshooting, and documenting technical issues to achieve timely resolutions.Perform software analysis and testing across multiple platforms and environments to identify software bugs.Collaborate with R&D and QA departments to reproduce and resolve customer issues.Special projects:Assisted with needs assessments, coordinated and hosted meetings with internal and external customers for BETA project, and developed and delivered internal training for new in-house CRM system development project to improve customer support.