Versatile, focused, and innovative management professional skilled at seeing the “big picture” while still also focusing on the details. Expertise in problem-solving and streamlining processes and systems. Enjoys finding new solutions to difficult problems through technology, teamwork, communication, and hard-work.
Responsible for all facets of VitalSource Support. Building the correct support structure for VitalSource End Users, Responsible for building out a follow the sun VitalSource Tier 2 team. Training and communicating with all external help desks. Ensure VST support materials are up-to-date and easy to understand. Collaborate with other team managers to consistently support VitalSource initiatives. Provide meaningful analytics of support data to help drive Bookshelf development.
When the Bookshelf product manager left the company abruptly at the start of 2013, I asked to be the interim product manager for the Bookshelf platform (Mac, PC, iOS, Android and Online). I worked as a liaison between the sales team and engineering teams to address the needs of our customers and end-users until VitalSource hired a new Product Manager. Many of the tools and processes set up under my tenure are still in use today.
Provide technical support for all versions of Bookshelf. Liaison with Engineering to identify bugs, and provide steps to replicate and test fixes. Worked with clients through all aspects of the troubleshooting process, via phone and email. Support included software installation, network configuration, conflict device management, system disaster recovery, and hardware installation/removal. Ensured that Tier 1 agent scripts were up to date and were reporting and analyzing data. Collaborate with other team managers to develop collaterals and messaging to assist new and existing Bookshelf customers.
Brought on to handle imaging of various Bookshelf products (e.g. CDW Libraries, Lenovo Libraries, Laptop School Libraries, and Essential Libraries products on to Mac + PC platforms.) Created health science master DVDs, created XML VitalBooks from scratch for Charles County Public School districts. Created workflow for CourseSmart implementation. Took over Tier 2 responsibilities for customer support for VitalSource Technologies. Began to train health science schools on how to use Bookshelf. Collaborate with other team managers to develop collaterals and messaging to assist new and existing Bookshelf customers.
• Took over Tier 2 support training. Performed major upgrade to support scripts for Tier 1 agents.
• Maintained a high level of customer service and support from initial contact through resolution
• Revised process for creating master images
• Account Manager for Charles County school project for 2007& 2008.
• Developed support process for a major new initiative for VitalSource Technologies.
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