Web Producer Customer Service

Thomas K. Lee

Castro Valley, CA *****

415-***-**** ***.********@*****.*** linkedin.com/in/tlee3/

LEAD WEB PRODUCER

Experienced with PC’s Windows NT, 2000 Professional, Windows ME, Windows XP, MAC, LAN/WAN, Dos, Office, Unix systems, Macintosh, GitHub, JIRA, OpenGL, GLUT, GUI, DreamWeaver, HTML5, CSS3, XML SQL, and MySQL, SalesForce Commerce Cloud (SFCC).

Work in a global IT organization in Agile environment.

Support remote users.

Strong organizational, communication, leadership, agile, scrum teams, and customer service skills.

Strong project planning and management skills.

Software: Flash, Photoshop, Dreamweaver, Visual Café, Visual Basic, MS Office, MS Access Database, Mathematica, Ahead Nero, Alcohol 120%, Norton systemWorks, UNIX, many others. Design, develop, test, and implement software.

Languages / Hypertexts: HTML5, CSS3, XML, PHP5.5, Scheme, Basic, MIPS, Java, C/C++, and FORTRAN

Strong problem solving skills: Assertive, independent thinker with strong problem-solving skills.

Projects: 3D PacMan, Airport Runway Queue, Worm.

Experience

Lead Web Producer/VC Lead

Logitech 7/2021-10/2022

Supervise a team of 12 web producers based in US and India; prepare and assign projects for around the clock coverage. Lead team on major migration in SFCC migration along with CQ5/AEM platforms.

Triage and assign tickets/projects based on stakeholder needs, be alert on first to respond on production callouts/issues and respond in a timely matter.

Project manage, coordinate UAT, QA. Oversee production launches (as centralized control of global languages and content) for all projects.

Manage content production using (CMS) – Adobe CQ5/AEM(with admin experience), (Salesforce Commerce Cloud(SFCC)

Troubleshoot email design/content issues in the CMS and in HTML source code

Collaborate with cross-functional groups: UX, Design, Business Groups, Dev.

Manage global translation projects for all content 61 locales globally

Identify, report, and resolve issues that could affect project timelines

Drive various projects and initiatives, managing specific NPI launches and working with vendors on special confidential projects.

Train/assist the web team, authors, and dev to smooth out processes to become more efficient in AEM, PIM, and SFCC.

Lead Web Producer

Western Union 12/2014-6/2020

Supervise a team of 15 web producers based in Costa Rica; delegate day-to-day assignments and training for the team on processes. Lead team on major migration from old obsolete web platform to new CQ5/AEM platforms.

Scope incoming projects for resources and align calendars for delivery timelines.

Work with Project Management teams and Product owners to improve web production process to eliminate human errors and improve production

Manage content production using (CMS) – site management from WordPress, TeamSite / LiveSite to Adobe CQ5/AEM(with admin experience)

Generate customer facing emails of 4000 email templates

Troubleshoot email design/content issues in the CMS and in HTML source code

Deploy content on staging, QA, UAT, and production environments

Work with QA team to test email and website content

Support and resolve assigned content defects for projects and daily defect logs

Work with project managers and translation vendor as needed

Identify, report, and resolve issues that could affect project timelines

Manage global translations for more than 150 countries/languages

Senior Web Producer

Content Specialist, Symantec Corporation 2007 - 2014

Deployed daily web maintenance and content updates on Symantec’s customer-facing Enterprise Solutions and Small and Mid-Sized Business marketing web sites.

Collaborated with overseas web producers, include training and supervise the project launch.

Global localization of content translations into EMEA and APAC languages for scheduled launches.

Updated marketing collateral, trialware, promotional graphics/videos Brightcove.

Created custom web pages to support marketing theme pages.

Worked closely with other marketing groups including Editorial, Creative, and Product Marketing to produce high-quality work under tight deadlines

Current project used HTML5, CSS3, XML http://www.symantec.com/vision/

Conducted bug documentation, tracking / troubleshooting w/ JIRA / Confluence.

Education

Bachelor of Science Degree, Computer Science, Asian American Studies / Mathematics

San Francisco State University, San Francisco.

CISSP Certification

Naval Post-Graduate School, Monterey, CA

Languages

Fluent in speaking and writing in Cantonese and Mandarin, Chinese dialects: Xinhue

Web Portfolio

http://www.symantec.com/vision/ http://www.wu.com http://www.hp.com

http://www.symantec.com/

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