Project Customer Service
Resume:
Ian McDowell
PO Box ****,
Mount Shasta, CA ***67
**********@*****.***
Education
Masters in Information Management and Systems, University of California, Berkeley, 2009-2011 - GPA 3.92
Winner of 2011 Chen Award for Outstanding Master's Project in Analysis of Information Systems
BA in Psychology, University of California, Berkeley, 2001-2005 - GPA 3.86, High Honors, Phi Beta Kappa
Software Projects - Additional projects and links available at http://www.squidproco.com/resume/
ProjectDescriptionOriginTechnologiesWebsiteDate
Salesforce.com Personas Site A database-driven internal website showcasing personas developed by the user research team. Employer HTML, CSS3, Javascript, & jQuery with Apex, Visualforce & Salesforce.com back-end Salesforce internal.
Demo video available on request December 2011
AppKrakken Database A programatically constructed database of iOS app price changes. Uses Apple's RSS feed and affiliate API. Exposes data through JSON API. Personal Project Ruby on Rails.
December 2011 (ongoing)
Listaculous A cloud task management application Personal project with Ruby on Rails w/OAuth, Javascript, jQuery, HTML & CSS July 2011 (ongoing)
Documentation Portal Prototype An interactive documentation site prototype with searching, sorting, and filtering. Employer HTML, CSS, Javascript Salesforce internal.
Demo video available on request August 2011
AppShopperSmarter A chrome user script for enhancing AppShopper.com. Auto-filters by rating, uses pulls in in-app purchase data from Apple, and pre-fetches multiple pages via Ajax. Personal Project Javascript & jQuery
November 2011
Crosshatch An application to push twitter posts to Facebook with markup. Uses the Twitter and Facebook APIs. Personal Project Ruby on Rails w/OAuth, HTML & CSS
June 2011
Conway's Game of Life A web-app implementation of Conway's Game of Life. Includes drag-and-drop patterns and save/load. Personal Project Javascript, jQuery, HTML & CSS, Rails for saving states
May 2011
Interactive Portfolio An interactive site showcasing programming work I did during my Master's program at UC Berkeley. Personal/School Project Javascript, jQuery, HTML & CSS squidproco.com/portfolio/
March 2011
Critterquest My masters capstone project; a bio-feedback game for children using HeartMath's emWave ear sensor School Project Unity3D (Javascript), HearMath SDK (C). May 2011
EXPERIENCE
Technical Skills at a Glance
Currently Using:HTML/XHTMLCSS2/CSS3Greasemonkey/User Scripts
Previously Used:
Classroom Learning (introductory level):HTML5 geolocation and local storageArduino (C++ based)
Salesforce.com - (May 2010 - Current)
Usability Analyst - (July 2011 - Current)
Designed and conducted usability tests for documentation portal:
Interaction Design: Worked with product manager to to define requirements, then crafted system to meet user needs.Prototyping: Converted wireframes to high fidelity interactive prototype built in HTML/CSS/Javascript and using the jQuery framework.Usability Testing: Evaluated the quality of interaction and ease of use by running usability tests with representative end-users. User Advocacy: Presented usability findings to product and engineering teams. Helped prioritize features to deliver the highest value to the user in the shortest time possible.
Results: Design and testing completed in under three weeks, initial launch to users scheduled for five months after start of project.
Additional work as Usability Analyst:Designed and ran numerous usability tests evaluating different facets of the Salesforce.com administrator interface. Worked with product and engineering teams to ensure identified issues were fixed.Collaborated with other designers to craft plan for next generation admin UI.Conducted various user research activities, including interviews, contextual inquiries, and card sorting.Coded sites and utilities, including database driven HTML/CSS site for distributing personas internally and a greasemonkey script for streamlining the creation of test instances of Salesforce.
Usability Analyst Intern - (May 2010 - January 2011)
Planned and conducted user research, interaction design, and usability testing for redesign of internal bug tracking tool.
Result: Designs and findings used as basis for product roadmap. 80% of recommended features implemented within one year.
Google - (September 2005 - April 2008)
Tools Engineer
Automated and obviated work of internal second-level support team by planning and executing the following project steps:
1. Identify sources of escalations:
Launched adaptation of tracking system developed as Online
Operations Specialist. My analysis determined that most escalations
resulted from insufficient administrator tools and lack of product
knowledge among both administrators and end-users.2. Improve education and provide tools:
Wrote PHP tools and Greasemonkey scripts to streamline or fully automate
administrator functions whenever possible. Met regularly with
engineering team to convey need for additional product features to
support administrators and reduce need for second-level support. Built
online troubleshooter and wrote content for end-users to help diagnose
common problems, and to direct users to the nearest administrator when
necessary.3. Train administrators and educate users:
Trained 20+ new administrators and enabled them to better support their
teams. Launched online resources to administrators and end-users.
Results: Produced time savings equivalent to 2 contractor and 2 full time employee positions
Online Operations Specialist
Identified the need to reduce the volume of unnecessary technical
support escalations by customer service representative (CSR) team.
Initiated and owned the following multi-phase project:
1. Identify knowledge gaps: Audited
existing paper-based escalation-tracking system and identified issues.
Overhauled the classification scheme to collect more useful data, then
designed and built a PHP/MySQL based web application to allow for easier
issue recording and reporting.2. Improve education resources: Used data
from the new system launched in Phase 1 to identify sources of
unnecessary escalation. Designed new trainings, updated existing
knowledge base, and redesigned internal support website to address
product knowledge gaps among CSRs. Adopted tool used by Dublin support
team to inform CSRs of known bugs, reducing duplicate reports. 3. Educate CSRs: Delivered revised
trainings to hundreds of support personnel, and worked with training
team to make the trainings part of CSR new-hire education. Coordinated
with teammates to launch internal marketing initiative to publicize our
new resources.
Results: Greater than 75% reduction in Improper issue escalation within two months of launch.
Additional work as Operations Specialist:
Researched technical support escalations from AdWords CSRs,
researched aberrant behavior and filed bugs with engineering when
necessary.Worked on AdWords Ad Quality core team (primarily PMs and engineers) as representative of the sales department.Authored communications used by customer support team to use with advertisers.
AdWords Representative/Coordinator
Provided top-quality customer support through phone and email
interactions with customers. Handled double the employee average number
of emails and phone calls while maintaining top quality marks.
Side-projects and distinctions:
Conducted competitive analysis of AdWords competitor and
presented findings to core team of engineers and product managers.
Received peer bonus for quality of work.Helped prioritize and refine development of new AdWords features as member of feature advisors team.Recognized by co-workers three quarters in a row with "AdWords MVP" nomination
UC Berkeley - July 2009 - September 2009
Website DeveloperDesigned and coded standards-compliant website http://recovery.berkeley.eduWrote Python scripts for programmatically generating data for use in demonstrations of report implementations.
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