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Engineer Manager

Kirkland, Washington, United States
January 28, 2018

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Linda Barnes


Customer focused professional with experience managing a support team in a content management group. Detail oriented and skilled at tracking data, identifying problems and driving change to reduce the cost of business. Successful team lead including development and delivery of training, release and support of web content and content development tools. Adept at mitigating high priority escalations in a timely manner. Budgeting experience includes developing statements of work, forecasting and tracking budgets. Advanced knowledge of Office 2013 (Outlook, Word, Excel, PowerPoint), SharePoint and experience with Access.

Core Skills

Contract Administration

Budget Tracking vs. Spend

Vendor Performance Management

Incident and Problem Management

Change Management

Accounts Payable / Accounts Receivable

Inventory Tracking

Content Management Systems

Project Management

Effective Communication

Professional Experience

Sonata Software North America (Microsoft)

Web /Content Producer 2016 – 2017

Provide content support for SharePoint 2013 web sites hosting legal guidelines, policies and best practices for 80,000+ employees

Support legal/paralegal content owners with daily updates to a custom SharePoint content management system

Troubleshooting SharePoint site issues including custom templates, HTML rendering and publishing errors and general site problems

Identify bugs or technical issues and escalate to the engineering team

oTest bug fixes and new features; sign off for release to production

Review customer feedback daily and coordinate with content owners to drive improvements

Highlight key content on the home page and update links based on monthly web metrics

Provide accessibility testing and implement content changes to improve site accessibility


Support Engineer 2010 – 2015

Led the end to end support service for a 250+ employee content publishing organization

Managed day to day relationship between Microsoft and offshore Tier 1/Tier 2 support team

oWith limited guidance from the management team, ensured vendor adherence to guidelines and policies within the statement of work

oSupervised onsite vendor lead driving improvements with offshore support team around incident management to increase support efficiency and customer satisfaction

oTransitioned vendor lead to offshore reducing overall support cost while maintaining quality of support service

Lead virtual team in development and delivery of hands-on training for information workers to authoring platform tool

Maintained SharePoint group web site and created team sub-sites

oProvided guidance to teams on layout/template design and technical support

oDrove migration of content from existing SharePoint sites to new sites

Drove and coordinated retirement of old Platform Tools identifying all dependencies to ensure no disruption to content development

Tracked all hardware and third-party software budgets and spend.

Content Engineer / Content Lead 2000 - 2010

Contributed to the successful 2010 general availability launch of on SharePoint14

oDeveloped and delivered Platform Tools training sessions and provided in depth Q&A to content developers

oUpdated customer facing platform and administrative documentation for tools and support processes to reduce the number of support escalations

Drove tool improvements

oEscalated incidents to Tier 3; completed an initial review to determine root cause

oDrove change of the platform based on root cause of major incidents and problems

oAnalyzed support metrics for quarterly business reports and recommend improvements to tools and processes

Led daily content deployment to the site

oIdentified all high priority content issues and escalated to site managers prior to deployment to avoid rendering issues and improve customer experience

oTransitioned scope of work to consolidate web and client builds to one engineering resource to reduce the cost of content deployment

Additional Professional Experience

Microsoft – Content Coordinator for a large software company

Managed workflow for all content stored in a multimedia database of over 300,000 assets. Tasks included tracking the budget, coordinating the review of the content with the technical team, legal and geopolitical review and importing all content in to the database.

Managed the vendor team that indexed all the media content and when completed coordinated release of content to the localization team.

Seitel Leeds & Associates – Office Manager for a local area / wide area (LAN/WAN) network company

Managed all office administration tasks including processing mail, answering phones, timesheets, payroll, accounts receivable and employee records.

Converse Consultants NW – Office Manager for a geotechnical / environmental company

Managed office staff including the receptionist, drafter, word processor, and accounts receivable clerk. Processed accounts payable, managed new hire and payroll records and all other employee related records. Maintained filing system for all professional reports and other related documents.

King Broadcasting / Videocable – Accounts Payable for a broadcast cable television company

Processed accounts payables for 3 – 4 videocable offices, tracked all cable inventory assets and provided backup for staff who processed accounts for other videocable offices.

C. Ed Bowen Construction – Office Assistant for a sewer / storm contracting company

Managed office administration tasks including processing mail, answering phones, OSHA reports, timesheets, payroll, and employee records.


Green River College – Accounting

Principals of Project Management

ITIL Certification - Foundation

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