Mariah E. Dukes

757-***-**** Virginia Beach, VA, 23462

advo2m@r.postjobfree.com linkedin.com/in/Mariah-Dukes-862a7539

Engineering Analyst – Consumer Product Development

Highly collaborative, energetic, service-centric application / software analyst. Recognized for continual mentorship of Digital Support team members, broad understanding of business goals and end user experiences, site integrations, and establishing excellent collaborative relationships with development, product, stakeholders, and executives. Adept at managing projects with everyday incident troubleshooting while maintaining expected timelines and deliveries. Creative, analytical problem-solver with a proven record of success providing custom solutions and quick turnaround times. Ability to ensure a high quality of service delivery.

areas of expertise

Event & Incident Management

Change Management

Process Engineering & Continuous Improvement

Service Delivery & Implementation

Project Management

Communication & Education

Support-Development Collaboration

Team Building & Mentoring

professional experience

GANNETT – USA Today Network 05/2013 – Present

A leading next generation media and digital marketing company that owns and operates the flagship brand and over 100 local newspapers. The websites and apps for the media properties attract over 125 million unique visitors; generate nearly 2 billion page views and 100 million video views monthly.

Subscription Engineering Analyst, Consumer Product Development (08/2021-Present)

Software Analyst within the Consumer Product Development team, providing new and upgraded subscription products, troubleshooting, and creating solutions for subscription product issues and changes needed within the USA Today Network. Onboarding new features and custom solutions for consumer subscription portals and bulk university and enterprise subscriptions. Transferred institutional knowledge to various teams, stakeholders, and executives throughout the organization.

Special Offer Print Subscription Products – Maintained, updated, enhanced, and adjusted thousands of Special Offer Print Subscription Products across all publications for Gannett. Created a custom solution for updating product descriptions, pricing and availability reducing the marketing solutions team’s time to make organization wide changes by 95%. Worked side by side with marketing solutions team, fellow developers, and consumer stakeholders to ensure product tools were maintained and in exceptional condition keeping marketing strategies uninterrupted and on track.

Ad Relationship and Integrations for Sponsors – Partnered with internal development, internal editorial stakeholders and third-party vendor, Live Intent, to bring sponsorship ad revenue to the USA Today Network email programs by creating configuration to integrate custom ad placement slots into newsletters to accommodate Sponsorship ads. This enhancement has allowed Gannett to have sponsorship partnership with Apple, Premier Pet, and ACS Country Financials with additional organizations scheduled for upcoming campaigns. Mentored Digital Support teams on implementation of ad placements and troubleshooting issues moving forward.

Bulk University and Enterprise Subscriptions – Configured custom landing pages for universities and organizations to allow students, staff, and employees to register for premium access under their school or organization. Provided solutions and corrections for end users who had difficulty accessing premium content for their publication. Worked with marketing and sales to ensure quantity, access and expirations were maintained and honored across all bulk subscriptions. Bulk subscriptions in 2022 grew by 40%.

Institutional Knowledge – Transferred institutional Knowledge to Digital Publishing Support teams for newsletters, managing digital subscription subscriber accounts, and end user issue management.

Engineer II, technology support center (08/2016-03/2021)

Digital Application Support Engineer within the Technology Support Center, providing troubleshooting and solutions for site issues and changes needed within the USA Today Network. Onboarding new features and custom solutions for websites and apps. Mentored fellow team members on creating new features, best practices, and common issue resolutions. Salesforce Marketing Cloud and Newsletter Subject Matter Expert for the organization.

Sites Migrations & Onboarding – Created several thousand JSON configuration files in GitHub to migrate over 100 sites onto Gannett platforms, including newsletters, paywalls, and subscription portals. Created PowerShell scripts to improve migration efforts by 75%. Trained fellow team members on using the PowerShell scripts to create configuration files for migration and onboarding of sites reducing the turnaround time of custom configurations by 90%..

Custom Microservice Onboarding – Onboarded a custom microservice to handle newsletters across 100+ sites. Consolidated newsletters as well as adding in new newsletters to improve quality and meet the community needs. Mentored the Digital Services and Support team in the implementation process. Created all documentation in step-by-step guides for configuring newsletters in GitHub on this microservice. Created all documentation on this microservice and Salesforce Marketing Cloud.

Super Bowl Ad Meter & NCAA Brackets – Solely Responsible for configuring backend HTML/CSS emails in Salesforce Marketing Cloud for Super Bowl Ad meter for 6 years. Programmed emails to send out at specified intervals attracting new panelists and readership. Panelist participation grew by 25%.

Ad Relationship and Integrations– Partnered with internal development, internal editorial stakeholders and third-party vendor, Live Intent, to bring ad revenue to the USA Today Network email programs. Efforts and integrations of Live Intent ad revenue brought the company email program back in the positive, generating a new source of company revenue.

Mentorship – Provided mentorship to fellow team members in Digital Publishing Support by creating step-by-step guides to common requests and issues. Created documentation for teams outside of Digital Publishing Support in step-by-step guides in order to provide self-sufficiency with everyday tasks. Developed and conducted training sessions within the Digital Publishing Support team to ensure accuracy and understanding with both common and custom requests, reducing time to resolution by 30%

Previous Positions with Gannett (05/2013-02/2021)

Positions within the Technology Support Center: provided troubleshooting and solutions for site issues and changes needed within the USA Today Network. Onboarding new features and custom solutions for websites and apps. Salesforce Marketing Cloud and Newsletter SME for the organization. Provided documentations and step by step guides for common issues and requests. Mentored fellow team members. Managed the Services Desk team, improving the time to resolution for incidents and services requests by 10%.

Application Support Engineer I

Senior Application Support Analyst

Team Lead, Services Desk

Technical Services Specialist

additional relevant experience

EASTERN VIRGINIA MEDICAL SCHOOL, Norfolk, VA

Webmaster II

Facilitated website migrations to a new CMS and vendor. Created CMS user templates and modules. Developed course lesson plans and user guides for the new CMS. Instructed training classes and workshops for the organization on the new CMS. Updated, edited and added new content. Communicated and collaborated with CMS vendor on site redesign functional specifications.

DEPARTMENT of the NAVY, PORTSMOUTH, VA

Program Manager I, Website Developer

Designed, created, maintained and updated web pages. Produced resource and training discs. Assisted with Health Promotion and Wellness, Phycology Health, Tobacco Cessation, Nutrition, Physical Fitness and Sexual Health materials and resources for web, print and electronic delivery for fleet and beneficiaries of the Navy and Marine Corps.

education & skills

Bachelor of Science (BS), Computer Science & Information Science

ECPI University, Virginia Beach, VA

SKILLS: ITIL, Agile Methodologies, JIRA, Confluence, ServiceNow, HTML, CSS, JSON, GitHub, PowerShell

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