Experience

DemandTec by Acoustic

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Sep 2021 - Present

• Technical Specialist

  • Aug 2020 - Sep 2021



HCLTech

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Specialist

  • Oct 2017 - Aug 2020

  Performed and enabled remote technical support of IBM software solutions. Provided technical support assistance to clients and/or IBM field support. Logged defects using Jira and Salesforce ticketing systems. Worked closely with engineering team to ensure defects are resolved in a timely manner. Performed and enabled remote technical support of IBM software solutions. Provided technical support assistance to clients and/or IBM field support. Logged defects using Jira and Salesforce ticketing systems. Worked closely with engineering team to ensure defects are resolved in a timely manner.



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Specialist

  • Sep 2012 - Sep 2017

  Did customer support for our Promotion Planning and Management (PPMi) software along with our Publishing Manager for InDesign Plug-In that retailers use for creating advertising collateral like inserts that are typically part of the Sunday newspapers. This involves researching and troubleshooting issues reported by our clients through email, phone or online meetings. I'm also involved in testing and documenting new software features before releasing to our clients. Did customer support for our Promotion Planning and Management (PPMi) software along with our Publishing Manager for InDesign Plug-In that retailers use for creating advertising collateral like inserts that are typically part of the Sunday newspapers. This involves researching and troubleshooting issues reported by our clients through email, phone or online meetings. I'm also involved in testing and documenting new software features before releasing to our clients.



MV Design & Video

• Graphic Designer / Photographer

  • May 2011 - Dec 2013

  I also do freelance graphic design and photography for youth sports and special events. I also do freelance graphic design and photography for youth sports and special events.



White Cap Construction Supply

• Freelance Production Artist

  • 2012 - 2012



DemandTec Inc

• Quality Assurance Engineer

  • Feb 2009 - May 2011

  • Manual test the C++ Advertising & Marketing software in conjunction with the InDesign Plug-In that is used by some of the biggest retailers in the US and Canada including The Home Depot, Best Buy, Petco, Giant Eagle, BonTon, Belk to version catalogs by region. • Manual test the web based application that is used by retailers to display their printed catalogs online. • Assisted in the UI and development of new InDesign Plug-In enhancements that required research and documentation of specifications. • Wrote and updated test cases for C++ and web based software. • Reported and tracked defects using TestTrack Pro. • Worked closely with developers, which also involved reviewing XML code.



Connect3 Systems Inc

• QA/Desktop Publishing Specialist

  • May 2005 - Feb 2009

  • Manual test the C++ Advertising & Marketing software in conjunction with the QuarkXPress Xtension and InDesign Plug-In that is used by some of the biggest retailers in the US and Canada including Office Depot, Circuit City, CompUSA, Ace Hardware, Toys R Us, ShopKo to version catalogs by region. • Did Customer Support for the Advertising and Marketing software, QuarkXPress Xtension and the InDesign Plug-In. • Trained and supported the use of the QuarkXPress Xtension and InDesign Plug-In. • Created and documented new workflow for processing large image files which included resizing, moving and sorting using Automator actions for efficiency. • Created training videos for the C++ Advertising & Marketing software and the InDesign Plug-In.



The Home Depot

• United States
• Retail
• 700 & Above Employee

• Graphic Artist and Department Coordinator

  • 1997 - 2005

  • Partnered with merchants to ensure product and price accuracy, versioning and relevant messaging targeted to the Do-It-Yourself customer. • Designed numerous new covers and inside pages for catalogs and tabs. • Implemented new PDF workflow, reducing production time by two weeks. Developed and executed training material outlining process and procedures for new workflow. • Was responsible for the release of PDF files to the printers. • Directed photo-shoots for products being featured in catalogs, tabs and ROPs. • Trained employees on desktop publishing software and the Macintosh Operating System. • Other duties included troubleshooting software, Macintosh computers and Spanish translation.