Technical Lead

Jordan Ellingson

**** **** ** ** **********, Washington 98270 425-***-**** ***********@*****.*** Skills and Expertise

** ***** ** ******** ******* experiencing with a focus on providing quality self-help solutions.

6 years as a lead content writer in a high stress / fast paced environment.

Expert in diagnosis and repair of mobile and desktop hardware and software.

Working knowledge of Android SDK, ADB, and Debug Console.

Proficient with Adobe Photoshop and Dreamweaver.

Proficient with Microsoft Office software including, Word, Excel, Sharepoint, and Visio. Professional Experience

Wireless Data Services – Conduent (Boise, ID – Redmond, WA) Technical Lead

Facilitate communication between content writing team and development team.

Perform root cause analysis for live site issues and report outages to development team.

Manage deployment of new support end points for new clients.

Manage ad hoc projects for potential clients and new solutions for existing customers.

Admin for Microsoft Sharepoint, JIRA, and other management platforms.

Train authoring team on tool enhancements or changes to customer requirements. Knowledge Specialist

Author and Publish support documentation including troubleshooting guides, FAQs, and Device Simulations.

Image capture and editing, for use in device simulations.

Manages timelines and prioritize tasks to meet challenging deadlines in a fast-paced environment

Device hardware and software feature analysis for use in content creation.

Created and maintained authoring standards used across multiple support channels.

Mentor and train new authors on writing standards

Subject Matter Expert for Windows, Mac OS X, Android, and iOS.

Maintain relationships with other working groups and clients. Knowledge Author

Responsible for writing and editing customer and agent-facing support content.

Authored troubleshooting guides, FAQs, spec sheets and device simulations.

Image capture and editing for use in device simulations.

Created and standardized complex decision trees for use in a customer care environment. Device Tester

Authored test plans and bug reports for pre-launch Android devices.

Performed compatibility, functionality, user experience and top level device testing.

Perform functionality and regression testing for near launch software builds. Lead Support Technician

Mentored and coached new and existing support agents.

Subject Matter Expert for Android, Windows and Mac OS X

Data technical support for CDMA and GSM based networks.

Final level of support for clients like Verizon, Metro PCS, nTelos, and Option Wireless.

Supported Android, Windows Mobile devices, USB modems and Wi-Fi Hotspots. Professional Experience (Continued)

EDS (Volt Technical) Boise, ID

Tier 2/3 Helpdesk

Technical Support for end users with all HP Products (Notebooks, Desktops, Televisions, Printers, Cameras)

Final level of support for customer escalations.

Technical escalation for In Home technicians, and Reseller technicians. TeleperformanceUSA Boise, ID

AppleCare Support

Troubleshooting Apple Networking equipment, and Portable/Desktop Apple Computers, OS Installation/Troubleshooting.

Assisting with customer complaints, general shipping issues, and resolving calls without the need to escalate to a different department.

Agent Mentoring: Assisted new trainees in becoming familiar with the tools and proper call handling techniques used on the call floor.

Lionbridge (Veritest) Boise, ID

Device testing engineer

Device testing engineer for Palm handhelds.

Tested real life functionality of the device before release.

Focused on functionality testing, and OS Stability during irregular testing scenarios. Work History

Wireless Data Services (Conduent) – Redmond, WA Sep 2008 – Present EDS (Volt Technical) – Boise, ID March 2008 – May 2008 Teleperformance USA – Boise, ID (Re-Hired) Sep 2006 – Nov 2007 Lionbridge (Veritest) – Boise, ID May 2007 – Jul 2007 Teleperformance USA – Boise, ID Oct 2006 – May 2007

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