Technical Support Customer
Resume:
Micole Sudberg
*** **. ****'s Avenue, Apt. *i
Brooklyn, NY 11238
******@***.****.***
EDUCATION
Yale University, New Haven, CT
B.A. in English, 1995
Cum Laude, Distinction in the Major
AWARDS
Award of Merit, Society for Technical Communication, New York Metro Chapter, 2013 in User Support – User Materials for WebFOCUS Security & Administration
Award of Excellence, Society for Technical Communication, New York Metro Chapter, 2012 in User Support – User Materials for WebFOCUS Security & Administration
EXPERIENCE
Information Builders, Inc., New York, NY
Technical Writer, 2011-present
Researched, created, and edited new user manual for WebFOCUS's mission-critical remodeled security implementation, from beta to release
Documented new features, installed and tested software, created online help, determined document organization, and revised limited applicable legacy documentation
Updated end-user documentation for reporting products
Coordinated with Technical Director, Product Managers, and Production Editors to delivery quality documentation in specified timeframes
Autonomy Interwoven f/k/a Interwoven Optimost f/k/a Optimost, New York, NY
Technical Writer, 2007-2009
Researched, created, and edited business and technical end-user documentation
Developed comprehensive knowledge management strategy for Client Services organization for maintaining and updating documentation for multiple audiences over multiple distribution channels
Wrote and edited training materials and user manuals for high-end customers and internal staff
Created and administered wiki for internal knowledge capture
Produced new release documentation in fast-paced software environment with 2-4 week release cycle
Information Builders, Inc., New York, NY
Freelance Technical Writer, 2006-2007
Researched, created, and edited support documents for products in development using FrameMaker and HyperSnap
Converted documents from FrameMaker unstructured layout to XML-based DITA-map information-typing
Netomat, New York, NY
User Support Manager, 2003-2006
Defined and maintained customer support web site, including all online user self-help documentation.
Created support documents and monthly email newsletters using HTML and Microsoft Word.
Implemented processes for answering all user inquiries, billing questions/problems, and technical support.
Provided cost-benefit analysis of internal vs. external support.
Moderated discussion boards.
Verified and reported bugs.
Supported private-label clients and distribution partners.
Provided support and documentation in Xtreme Programming environment (predecessor of Agile)
Amicada, Fort Lee, NJ
Freelance Consultant, 2001
Wrote end-user technical documentation in HTML and Microsoft Word
Created and documented support processes and escalation procedures
Set up support for product beta
Researched, selected, and negotiated with vendor, developing scope of work, negotiating budget, and getting contract approved
Juno Online Services, New York, NY, 1996-2000
Director of System Solutions, 2000
On call 24/7
Hired and managed staff of 3
Created new department after restructuring Customer Relationship Management group to improve performance
Determined strategy for the development and maintenance of customer support systems
Documented technical specifications for all support systems
Responsible for project prioritization, process development, industry research, change management, needs analysis, functional specifications, cost estimates, project schedules, technical documentation, and quality assurance
Implemented cost-effective support solutions which improved operational efficiencies, collected more customer data, and increased customer satisfaction
Coordinated the development and implementation of support software and integration of internal systems with external partner databases for multi-partner services such as DSL and remote wireless service
Acted as liaison among business, technical, and operational groups
Director of Technical Support, 1997-2000
On call 24/7
Hired and managed staff of 12
Oversaw technical support for all existing and developing consumer services, including dial-up Internet access and DSL
Responsible for staffing forecasts, service level agreements, vendor management, crisis management, operations research, and customer satisfaction
Managed the transition from a free e-mail service with paid support (approx. 30 agents) to a multi-tiered premium service ISP with different support options (approx. 300 agents)
Designed customized Remedy solution for customer tracking and problem ticketing
Developed agent training materials and initiated agent quality incentive programs
Launched live e-mail tech support for premium members
Developed customer self-help options including Web site, automated IVR, knowledge base accessible via e-mail, new user manual, and software Help file
Supported several new versions of the Juno software from beta onwards, from coordinating support to analyzing user response
Manager of Technical Support, 1996-1997
Managed staff of 4
Researched support vendors, selected new vendor, and negotiated contract
Supervised the transition between call centers
Technical Support Associate, 1996
Responded to escalations from vendor
Trained new staff.
Organized and expanded internal documentation
PROFFESIONAL TRAINING
Systemation Project Survival Skills Training, 2000
TECHNICAL SKILLS
Adobe Premiere Pro, FrameMaker, HTML, HyperSnap, MediaWiki, Microsoft Access, Microsoft Office, Microsoft Project, Remedy Action Request System, Robohelp, Visio, major Web browsers, WorkSite, xMetal, familiar with UNIX, SQL, and xml.
NONTECHNICAL PUBLICATIONS
"Publishing, Profit, Agenda, and Ideals: The Eclipse One Cover Debate" (The Wiscon Chronicles: Carnival of Feminist SF, ed. Liz Henry)
"Notes on the Feminist Romance Panel" (The Wiscon Chronicles, ed. L. Timmel Duchamp)
"Cover up My Tracks with Rain" (The Essential Bordertown, ed. Terri Windling & Delia Sherman)
"Calliope" (Xanadu 3, ed. Jane Yolen)
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