Customer Service Project

MAX SANCHEZ

*** *********** **. #* ***** Pasadena CA

Phone: 415-***-**** Email: ***********.*@*****.***

PROFESSIONAL SUMMARY

I have over nine years of experience as a Digital Media Analyst for Fortune

500 companies and world-renowned non-profit. Expertise includes project

requirement gathering, scope of work development, project planning and

management, digital media and information systems support, application

development and problem resolution. Experienced in communication between

wide range of individuals (stakeholders, vendors, designers, developers,

and colleagues of all levels), programming, technical writing, project

documentation and user acceptance testing.

EDUCATION

San Francisco State University

Bachelors in Science - Computer Science - 2005

CERTIFICATION

Project Management for Software Development

Learning Tree International

EXPERIENCE

November 2010 - Present

City of Hope, Duarte, CA

Senior Digital Media Specialist

City of Hope is recognized worldwide for its compassionate patient care,

innovative science and translational research, which rapidly turns

laboratory breakthroughs into promising new therapies.

. Owning project schedules, driving deliverables to completion.

. Scheduling meetings, collecting requirements and assets,

setting and monitoring time frames and schedules.

. Partner with Applications Development (ITS), accomplishing

technical tasks and products within the Digital Media environment.

. Frequently collaborate with the Applications Development (ITS)

team, Creative Services, Fundraising groups, HR and other organizational

departments, determining project requirements, outlining project plans,

analyze risks and monitor milestones.

. The singular specialist responsible with accomplishing tasks

that involve programming which can include, HTML, CSS, Flash and

Javascript.

. Responsible for developing new strategies and ideas,

establishing City of Hope's online presence (social media included).

. Servicing day-to-day requests pertaining to all City of Hope

online content, involving CMS such as Sharepoint, WebCenter, Drupal,

Wordpress and Convio and leveraging tools such as Adobe CS.

. Tasked to report on analytic analysis for all web entities

(Google Analytics, WebTrends and Double-Click).

Accomplishments:

. Collaborated with Application Development (ITS) team, rolling

out the organizations Spanish website, assisting in department

methodology, roll-out plan and style guide implementation.

. Assisted Applications Development (ITS) team with planning,

creating and implementing the organizations 2012 website landing page,

replacing the homepage, developing a layout strategy, collecting technical

requirements, identifying system limitations, implementing a style guide

and monitoring programming milestones.

. Leading/Managing projects and project concepts, such as web and

mobile applications, organization communications blogs and internal news

portals, fundraising sites, social media, email and banner campaigns.

. Determined project requirements, schedule and driven

deliverables for Development Affairs (Philanthropy), leading the

programming efforts in top priority events such as Walk for Hope and the

Northern Trust Open (Tickets FORE Charity) online presence.

. Project lead for implementing and developing WebTrends 9

(OnDemand), serving as the singular analytic report expert (in conjunction

with Google Analytics and Double Click).

. Negotiated contract and managed a project for custom built

WebTrends analytic dashboard reports, which served as a high-level

reporting source for management and board of trustees/directors.

. Negotiated contract for custom built News portals and Blog

sites, serving as their project manager, technical advisor and producer.

. Played an active role in vetting CMS software for facility

digital signage project and organization facing website, serving as one of

the primary point persons responsible for the maintenance and day-to-day

examination.

. Influenced strategy and software decisions surrounding service

management process and tools.

October 2005 - November 2010

Business Wire, Los Angeles, CA

Web Operations Specialist

Business Wire, a wholly owned subsidiary of Berkshire Hathaway, is the

global market leader in commercial news distribution. Thousands of member

companies and organizations depend on Business Wire to transmit their full-

text news releases, regulatory filings, photos and other multimedia content

to journalists, financial professionals, investor services, regulatory

authorities and the general public worldwide.

. Project lead for products geared towards online news archives

and press releases.

. Redesigned translation CMS software, streamlined procedures and

improved quality assurance.

. Posted, maintained and modified content on businesswire.com

. Planned, designed, developed and maintained site design

templates on websites hosted by Business Wire (using the Drupal open source

content management system and Vignette Application Portal)

. Developed, maintained and enforced Business Wire site(s) style

guide and other user interface standards.

. Analyzed help request trends, attempting to improve SLA time

when possible.

. Contributed to software builds (content development and

troubleshooting).

. Created marketing web pages, emails and other material.

. Communicated information with employees and customers on a

support level, managing expectations and concerns.

. Diagnosed problems (system & user-end), and acted as an

escalation channel to the appropriate group(s).

. Reported and documented bugs, found work-around procedures and

assisted in QA activities. Created and maintained knowledgebase documents,

improving project/issue resolution quality and customer service.

. Mentored other Support Specialists. Involved in interview and

hiring process for Web Operations candidates. Participated in rotating on-

call weekend duties.

December 2009 - December 2010

Villam Artists Management, Los Angeles, CA

Project/Technology Management Consultant

Villam manages the careers, social presence and touring activities of

current and upcoming artists and bands.

. Acquired agency that agreed to discounted costs for website

design, programming and hosting.

. Reviewed and managed office technology and overall company use

of social media, software, hardware, procedures, etc.

. Performed ongoing competitive analysis on current technologies

and software.

. Project lead for the creation and implementation of artist's

(band) websites and related material.

. Provided input on industry design elements, technology, website

and social trends.

. Communicated time sensitive information to technical and non-

technical participants (including stakeholders).

. Served as an intermediary between designers, programmers and

artists' management company (stakeholder). Monitored deadlines, acquired

material, translated information when necessary.

TECHNICAL SUMMARY

Languages/Design: CSS, Java, HTML, XHTML, XML, C#

Software Packages: Adobe CS Suite, MS Office, MS Sharepoint Designer,

Oracle WebCenter

Tools: AR System, BaseCamp, Workamajig, BugZilla, CVS, Sharepoint, Drupal,

Remedy, TOAD, Vignette Application Portal, Oracle WebCenter, WordPress,

Convio, Aleo, Strutta, WebTrends, Google Analytics, Double Click

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