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Work Background
Technical Support Engineer
ZendeskTechnical Support Engineer
Nov. 2021 - Dec. 2024Madison, Wisconsin, United States• Provided expert technical support to Zendesk customers using Zendesk Ticketing system, Postman, DataDog, Slack, and Zoom. • Ensured adherence to Service Level Agreements and internal Zendesk security policies for prompt and secure assistance. • Resolved a myriad of technical issues and questions to enhance customer satisfaction and retention.
Web Team Leader
Madison Metropolitan School DistrictWeb Team Leader
Jul. 2012 - Nov. 2021Madison, Wisconsin Area• Managed the MMSD web team and projects, providing training and support for district website editors. • Oversaw a large multi-site Drupal CMS installation with over 100 websites. • Led the migration of websites to Finalsite CMS, providing social media support and leadership.
Web Developer
TMA+PeritusWeb Developer
Jul. 2011 - Oct. 2011Madison, Wisconsin Area• Developed PHP & MySQL websites, including Wordpress & Drupal projects, for TMA+Peritus clients. • Provided technical support and training to customers, ensuring smooth implementation of solutions. • Assisted in the sales process by offering technical expertise and guidance to potential clients.
Application Specialist
Suttle-StrausApplication Specialist
Nov. 2010 - Jun. 2011Waunakee, Wisconsin, United States• Supported internal and external software applications at Suttle-Straus, ensuring seamless functionality. • Maintained Internet and Intranet site content, optimizing user experience and accessibility. • Provided Social Media leadership and implementation, enhancing brand visibility and engagement. • Offered email design and support using Mindfire & MailChimp, driving effective communication strategies.
IS Technical Services Specialist - Webmaster
Wisconsin Department of RevenueIS Technical Services Specialist - Webmaster
Nov. 2008 - Jun. 2009Madison, Wisconsin, United States• Launched tax season initiatives for DOR’s web site, enhancing user experience. • Coordinated Intranet launch with Liferay CMS, providing staff training and mentoring. • Maintained Lyris Mailing Lists, ensuring efficient communication within the organization.
Web Designer/Developer
American TV & ApplianceWeb Designer/Developer
Apr. 2002 - Nov. 2008• Developed and maintained e-commerce and intranet websites for American TV & Appliance, ensuring seamless user experience. • Implemented new initiatives to enhance website functionality and support business growth. • Utilized skills in web design and development to optimize site performance and drive customer engagement.
Internet Services Manager
PowerNet Consulting GroupInternet Services Manager
Sep. 1999 - Feb. 2001Madison, Wisconsin, United States• Redesigned and maintained company website for PowerNet Consulting Group in Madison, WI. • Managed client web projects from quotation to completion, ensuring high-quality deliverables. • Provided technical support for clients, ranging from Internet & email to application support.
Project Team Coordinator
Video ImagesProject Team Coordinator
Mar. 1999 - Sep. 1999Brookfield, Wisconsin, United States• Managed a team of four installers and two systems engineers at Video Images in Brookfield, Wisconsin, overseeing AV projects from start to finish. • Utilized proprietary project management software and MS Excel for site surveys, project meetings, scheduling, parts-tracking, and customer communication. • Successfully coordinated large-scale AV projects, ensuring timely completion and customer satisfaction.
Technical Recruiter
TekSystemsTechnical Recruiter
Jul. 1998 - Nov. 1998Madison, Wisconsin, United States• Screened, interviewed, and hired technical staff for multiple Madison-Area customers. • Acted as an off-site supervisor for twelve full-time technical staff.
Owner
MadCityAds LLCOwner
Oct. 1997Deerfield, Wisconsin, United States• Provide full-service web design, development, and SEO services specializing in Drupal and Wordpress. • Created custom PHP solutions for clients well before modern CMS systems. • Conducted internet consulting and training for clients to optimize their online presence.

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