Experience

SpendHQ

• United States
• Software Development
• 1 - 100 Employee

• Senior Customer Service Representative

  • Aug 2022 - Present

  • Provides solutions and services support for a complex, data-centric procurement software. • Collaborates with engineering, product, and business intelligence teams, as well as other subject matter experts to support client questions, issues, and requests. • Assists in developing support guiding principles, standards, processes, workflows, and best practices. • Triages and escalates complex and urgent questions, issues, and requests using Freshdesk and Jira. • Writes and… Show more • Provides solutions and services support for a complex, data-centric procurement software. • Collaborates with engineering, product, and business intelligence teams, as well as other subject matter experts to support client questions, issues, and requests. • Assists in developing support guiding principles, standards, processes, workflows, and best practices. • Triages and escalates complex and urgent questions, issues, and requests using Freshdesk and Jira. • Writes and maintains content for customer knowledge base. Show less



TownNews.com

• United States
• Internet Publishing
• 1 - 100 Employee

• Project Managner/Trainer

  • Sep 2021 - Aug 2022

  Manages the onboarding and training of new and existing clients onto the TownNews suite of products. Key Achievements/Responsibilities: • Manages the onboarding of clients to responsive design websites on the TownNews content management systems. • Coordinates with multiple teams and stakeholders on data imports, site building, design, & custom development. • Consults with clients on best practices for site design, structure, and monetization strategies. Works closely with… Show more Manages the onboarding and training of new and existing clients onto the TownNews suite of products. Key Achievements/Responsibilities: • Manages the onboarding of clients to responsive design websites on the TownNews content management systems. • Coordinates with multiple teams and stakeholders on data imports, site building, design, & custom development. • Consults with clients on best practices for site design, structure, and monetization strategies. Works closely with broadcast news, newspapers, and magazines to determine how to best represent their brand online. • Conducts web-based training on the Blox & Rayos CMSs with TownNews clients and employees.

• Training Specialist

  • Aug 2020 - Feb 2022

  Minneapolis, Minnesota, United States Provides training and support to TownNews clients on the Blox & Rayos content management systems. Key Achievements/Responsibilities: • Conducts web-based training on the Blox & Rayos CMSs with TownNews clients and employees. • Creates, updates, and manages content for online help manual. • Writes, records, & edits customer training videos using Camtasia editing software. • Product expert who provides tier 2 support for the Rayos helpdesk. • Troubleshoots client website… Show more Provides training and support to TownNews clients on the Blox & Rayos content management systems. Key Achievements/Responsibilities: • Conducts web-based training on the Blox & Rayos CMSs with TownNews clients and employees. • Creates, updates, and manages content for online help manual. • Writes, records, & edits customer training videos using Camtasia editing software. • Product expert who provides tier 2 support for the Rayos helpdesk. • Troubleshoots client website issues using Wordpress, HTML, and CSS.

• Account Success Manager

  • Feb 2019 - Aug 2020

  Minneapolis, Minnesota, United States Provided support & training to TownNews clients on the Rayos content management system. Key Achievements/Responsibilities: • Managed customer accounts to insure success with the Rayos platform. • Conducted web-based training to the Rayos CMS with TownNews clients and employees. • Created, updated, and managed content for online help manual. • Product expert who provided tier 2 support for the Rayos helpdesk. • Troubleshot client website issues using Wordpress, HTML, and… Show more Provided support & training to TownNews clients on the Rayos content management system. Key Achievements/Responsibilities: • Managed customer accounts to insure success with the Rayos platform. • Conducted web-based training to the Rayos CMS with TownNews clients and employees. • Created, updated, and managed content for online help manual. • Product expert who provided tier 2 support for the Rayos helpdesk. • Troubleshot client website issues using Wordpress, HTML, and CSS.



Black Walnut Photo

• Photographer / Owner

  • Oct 2015 - Oct 2020

  Minneapolis, MN Photographer specializing in portraits of families, children, and seniors.



GTxcel

• United States
• Online Audio and Video Media
• 1 - 100 Employee

• Senior Support Specialist & Trainer

  • Jan 2018 - Feb 2019

  Provides tier 2 support to GTxcel clients as well as training clients and employees on the GTxcel content management system. Key Achievements/Responsibilities: • Conducts web-based training to the GTxcel platform to clients and employees. • Manages, updates, and creates content for online help manual. • Writes, records, and edits training videos for GTxcel users using Camtasia Studios. • Provides tier 2 support to GTxcel clients using Zendesk case management software. •… Show more Provides tier 2 support to GTxcel clients as well as training clients and employees on the GTxcel content management system. Key Achievements/Responsibilities: • Conducts web-based training to the GTxcel platform to clients and employees. • Manages, updates, and creates content for online help manual. • Writes, records, and edits training videos for GTxcel users using Camtasia Studios. • Provides tier 2 support to GTxcel clients using Zendesk case management software. • Troubleshoots client website issues using Wordpress, HTML, and CSS.

• Implementation Project Manager

  • Jun 2016 - Jan 2018

  Minneapolis, MN Manages the implementation and training of new and existing clients on the GTxcel content management system. Key Achievements/Responsibilities: • Manages the onboarding and transition of clients for responsive design websites on enterprise content management system. • Trains clients on the GTxcel content management system in managing their site(s). • Helped to build and design responsive websites using Wordpress, HTML, and CSS. • Consults with clients on search engine… Show more Manages the implementation and training of new and existing clients on the GTxcel content management system. Key Achievements/Responsibilities: • Manages the onboarding and transition of clients for responsive design websites on enterprise content management system. • Trains clients on the GTxcel content management system in managing their site(s). • Helped to build and design responsive websites using Wordpress, HTML, and CSS. • Consults with clients on search engine optimization (SEO) strategies and tactics.



Reeher LLC

• United States
• Insurance
• 1 - 100 Employee

• Customer Care Manager

  • Aug 2012 - Jun 2016

  St. Paul, MN Provided customer training and technical support for the Reeher Platform, a software as a service solution for higher education fundraisers. Key Achievements/Responsibilities: • Regularly conducted in-person training introducing new customers to Reeher’s web-based software. • Hosted monthly web-based training sessions using WebEx and JoinMe on various software features. • Prepared, recorded, and edited training videos for Reeher users using Camtasia Studio. • Managed and… Show more Provided customer training and technical support for the Reeher Platform, a software as a service solution for higher education fundraisers. Key Achievements/Responsibilities: • Regularly conducted in-person training introducing new customers to Reeher’s web-based software. • Hosted monthly web-based training sessions using WebEx and JoinMe on various software features. • Prepared, recorded, and edited training videos for Reeher users using Camtasia Studio. • Managed and created content for online help manual. • Assisted in over 25 new customer implementations. • Provided technical support to Reeher clients. • Worked proactively with Development Team to resolve software issues. • Implemented Salesforce Case Management to help track issues and streamline customer support. Show less



MicroEdge

• United States

• Technical Support Specialist

  • Nov 2011 - Aug 2012

  Edina, MN Summary: Worked to identify and resolve technical and functional software questions from over 200 non-profit community foundations. Key Achievements/Responsibilities: • Provided phone and email support to MicroEdge clients. • Assisted clients with maintaining and updating Progress databases. • Entered and maintained case records and technical documentation using Salesforce. • Worked with clients on a variety of Microsoft Office related issues and requests to ensure successful… Show more Summary: Worked to identify and resolve technical and functional software questions from over 200 non-profit community foundations. Key Achievements/Responsibilities: • Provided phone and email support to MicroEdge clients. • Assisted clients with maintaining and updating Progress databases. • Entered and maintained case records and technical documentation using Salesforce. • Worked with clients on a variety of Microsoft Office related issues and requests to ensure successful integration with MicroEdge software. • Helped to establish a new branch of the MicroEdge helpdesk in Minnesota. Show less



Internet Broadcasting

• United States
• Broadcast Media Production and Distribution
• 1 - 100 Employee

• Production Manager/Trainer

  • Jan 2008 - Nov 2011

  St. Paul, MN Summary: Accountable for training users as well as managing issues and projects for major clients like CNN, Hearst Television, Post-Newsweek, McGraw-Hill, Telemundo and other media companies. Key Achievements/Responsibilities: • Personally trained over 20 Managing Editors from television news stations across the country on how to use our Content Management System and improve their digital business. • Partnered with department head to define and separate the Service Desk into two… Show more Summary: Accountable for training users as well as managing issues and projects for major clients like CNN, Hearst Television, Post-Newsweek, McGraw-Hill, Telemundo and other media companies. Key Achievements/Responsibilities: • Personally trained over 20 Managing Editors from television news stations across the country on how to use our Content Management System and improve their digital business. • Partnered with department head to define and separate the Service Desk into two distinct teams: Internal IT and Training & Support Services: improving focus and accountability, and improving 24 hour close rate by over 500%. • Accountable for delivering updates at daily company wide meetings on customer-facing issues. • Successfully launched new case management tool in under three months, increasing customer satisfaction and transparency. • Part of the team to establish company expectations around SLAs, including internal roles & responsibilities relating to incidents. • Recommended new internal success metrics to help educate us on gaps, improving performance. • Partnered with news stations to manage major online events such as: breaking news, elections, weather events, video live streaming, or other special content features. • Lead content builder for customer sites as company transitions to new CMS. Show less



Ecolab's Information Technology Center - contracting through Kelly Services

• PC Analyst - Contractor

  • 2006 - 2008

  Summary: Promoted from managing internal shipping and receiving procedures to providing technical field support in the Ecolab Deployment department. Key Achievements/Responsibilities: • Configured PCs for remote Ecolab employees. • Worked as the shipping and receiving clerk at Ecolab’s Information Technology Center. • Accepted incoming shipments, shipped computers, and computer parts to Ecolab employees. • Ordered supplies and maintaining stock for the company’s various… Show more Summary: Promoted from managing internal shipping and receiving procedures to providing technical field support in the Ecolab Deployment department. Key Achievements/Responsibilities: • Configured PCs for remote Ecolab employees. • Worked as the shipping and receiving clerk at Ecolab’s Information Technology Center. • Accepted incoming shipments, shipped computers, and computer parts to Ecolab employees. • Ordered supplies and maintaining stock for the company’s various divisions. • Ensured accurate tracking of company assets through careful recording of information using the Remedy ticketing system. Show less



Target Stores

• United States
• Restaurants

• Trainer

  • 2005 - 2006

  Summary: Established best practices to train new employees in addition to other responsibilities. Key Achievement/Responsibilities: • Provided customer service throughout the store, specializing in several departments including Electronics. • Trained new employees in company practices. • Worked with Price Accuracy team to ensure proper pricing and counts on merchandise.



UPS, International Department

• Supervisor

  • 2004 - 2006

  Summary: Managed department and trained employees to ensure proper delivery of packages across the US boarder. Key Achievements/Responsibilities: • Supervised 14-16 employees in the loading and unloading of packages in trailers. • Ensured the safety of employees through training and by upholding OSHA safety standards. • Maintained and corrected customs documentation to ensure compliance with government regulations. • Scheduled employee shifts and updated payroll on a daily… Show more Summary: Managed department and trained employees to ensure proper delivery of packages across the US boarder. Key Achievements/Responsibilities: • Supervised 14-16 employees in the loading and unloading of packages in trailers. • Ensured the safety of employees through training and by upholding OSHA safety standards. • Maintained and corrected customs documentation to ensure compliance with government regulations. • Scheduled employee shifts and updated payroll on a daily basis. Show less