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Work Background
ClarivateCustomer Success Manager
Jan. 2024Oklahoma City Metropolitan Area
Ex LibrisSenior Technical Support Analyst
Oct. 2017 - Dec. 2022Lassen County, California, United StatesResponsibilities include:
• assisting the development team in the triage and prioritization of user issues using Agile Scrum practices
• working directly with development and product management teams to provide customer use cases for product development consideration
• collaboration with business and development stakeholders to prioritize and define future development
ProQuestSenior Support Specialist
May. 2008 - Sep. 2017Reno, Nevada AreaProQuest Global Customer Experience and Service Wall of Fame winner in December 2015. Responsibilities included: • involvement in the development Agile Scrum processes, artifacts, and definitions with new development team
• training and mentoring new employees on processes, best practices and product knowledge
• creation of and responsibility for various support request tracking databases
• the education, training, and support of coworkers in a company migration to Salesforce
Refworks LLCSenior Technical Services Representative
May. 2005 - Apr. 2008Reno, Nevada AreaThis role required a high level of communication skills, problem solving, and innovation regarding technical and non-technical user issues in a startup environment. Responsibilities included: • communicating with product user base and administrators regarding general and technical support of RefWorks, Pivot, and their ancillary tools
• creation of training, educational, and informational materials for internal and external audiences
• creation and administration of an online support portal
California State University Channel IslandsIT Consultant – Foundation Level Web Designer
Apr. 2003 - Aug. 2004Camarillo, CAResponsibilities included: • editorial control and development of the university’s web site • design and deployment of web pages/sites for campus community • planning, implementation, and reporting of short- and medium-time-framed projects
United States Marine CorpsMaintenance Manager (E-4)
Jun. 1988 - May. 1994Camp Lejenue, North Carolina
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