Karen Cerullo
Technical Product Support Specialist at BiblioCommons- Claim this Profile
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English Native or bilingual proficiency
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Bio
Credentials
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Standard First Aid and CPR-C/AED
Canadian Red CrossJun, 2016- Nov, 2024
Experience
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BiblioCommons
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Canada
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Software Development
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1 - 100 Employee
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Technical Product Support Specialist
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Sep 2019 - Present
• Customer support, including triaging and assigning tickets, and implementing advanced configurations • Serving as an escalation point for emergency issues and primary point of contact for daytime emergencies • Working with product and engineering to reduce areas of friction and provide recommendations for enhancements • Communicating with the development, product and QA teams to prioritize and resolve customer issues • Customer support, including triaging and assigning tickets, and implementing advanced configurations • Serving as an escalation point for emergency issues and primary point of contact for daytime emergencies • Working with product and engineering to reduce areas of friction and provide recommendations for enhancements • Communicating with the development, product and QA teams to prioritize and resolve customer issues
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BiblioCommons
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Canada
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Software Development
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1 - 100 Employee
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Jr Implementations Engineer
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May 2017 - Aug 2018
• Collaborate with Project Managers and clients to integrate public library systems into the BiblioCommons social discovery platform• Ensure successful customer implementations and provide ongoing support including system upgrades, integration issues and feature rollouts• Communicate directly with libraries to gather requirements and resolve issues• Prepare documentation and assist in managing the company's internal and external knowledge bases • Collaborate with Project Managers and clients to integrate public library systems into the BiblioCommons social discovery platform• Ensure successful customer implementations and provide ongoing support including system upgrades, integration issues and feature rollouts• Communicate directly with libraries to gather requirements and resolve issues• Prepare documentation and assist in managing the company's internal and external knowledge bases
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Engineering Outreach Office, University of Toronto
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Canada
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Education Administration Programs
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1 - 100 Employee
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Program Developer: CodeMakers
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May 2016 - Aug 2016
• Developed a suite of innovative coding workshops for students in grades 3-8 and delivered them to over 400 students including ten Toronto District School Board classes• Hosted Canada’s largest STEM event, InnovateU, for 1400 elementary students in partnership with Actua and Google Canada, and executed a 2 day pop-up coding camp for 50 students in grades 3-6 at the University of Toronto• Pioneered the Outreach Office’s initiative to integrate coding into the existing Ontario elementary curriculum for language arts, social studies, and science, and created a framework for the succession and future growth of the project• Presented the final educational package to potential sponsors including Google Canada and Actua
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Counselor
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May 2015 - Aug 2015
• Collaborated with instructors to deliver engaging, hands-on Engineering courses to high school students• Responsible for supervising 30 students in university facilities and enforcing safe lab procedures and practices • Collaborated with instructors to deliver engaging, hands-on Engineering courses to high school students• Responsible for supervising 30 students in university facilities and enforcing safe lab procedures and practices
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Education
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2014 - 2019
University of Toronto
Bachelor of Applied Science (BASc), Computer Engineering
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