Work experience
	Imprev, Inc. April 17th, 2006 - current Technical Support Manager Reporting to: VP of Operations
	Pure Networks, Inc. March 8, 2004 - February 28, 2006 Technical Support Lead Reported to: VP of Operations Reference: John Bergen - Director of Human Resources, 206.322.9002, jobs@purenetworks.com Responsibilities and achievements include Development and management of technical support and customer service procedures Development and management of technical support and customer service content: Knowledge Base/FAQ (internal and external), canned email responses. Project Management of implementation of RightNow Technologies 7.5 Service Module Project Management (part time/shared role) and participation in CRM/Support Tool needs identification, product evaluation and selection Oversaw growth of customer support from a few hundred customers to tens of thousands of customers. Participation in interviewing and hiring of new technical support staff Scheduling and management of technical support staff Training of new support staff in use and troubleshooting of Pure Networks products, including Network Magic and Pure Labs tools Training of new support staff in use of RightNow Technologies 7.5 Service Module Training of new support staff in use of tools developed in house for product license maintenance, billing, and end user DDNS services Training of new support staff in bug reporting and tracking processes Training of new support staff in procedures and policies Coaching new and existing staff on phone and email interactions with end users Triage team member (General Triage, Client App Triage, Web Client Triage.) Participation in product usability testing Participation in release cycle coordination Member of special project team for improvement of install/first run user experience Conduit for communication between QA/Dev and customers encountering bugs and coordination with QA and DEV on bug tracking procedures. Participation in website planning/construction/launch of networkmagic.com concurrent with launch of Network Magic v1.0 Participation in maintaining and developing partner relationships Working closely with QA, Dev and marketing to maintain the best possible customer experience Direct handling of customer needs (technical and sales/billing) via phone and email. Customer advocacy; insuring that customer complaints and suggestions feed into the development process Monitoring, moderating and providing support in public discussion forums Installation, configuration, hacking and maintenance of trouble ticket system/support tool OTRS (Open Ticket Resource System) used from March '04 until implementation of RightNow Technologies Service 7.5. in February '06 Development/construction/maintenance of first staff intranet Telecommuting on eves and weekends when additional work required
	UtiliGeek.com January, 2003 - Current small home business, less than 1/4 time Service Coordinator System Administrator
	Speakeasy Network - Domain Hosting April 3rd, 2000 - May 24, 2002 Domain Hosting Lead Reported to: CEO Reference - Mike Apgar, Chairman and Founder, mike@speakeasy.net Responsibilities and achievements included: Processing orders for Domain Hosting Web and Email Services for individuals and business accounts. Process included creation and editing of DNS bind files, named.master file, email accounts and virtualhost aliasing, setting up virtualhost webspace on both linux/apache and MS IIS servers, majordomo mailing lists, and NetTracker web statistics software.   Root access to all webservers, shell/ftp servers, majordomo server, stats server and special access to mail cluster control files. Providing support and service for all of the above. Troubleshooting of problems on client and server side for all of the above.  Resolution of problems for which I had access to resolve.   Escalating results of troubleshooting to systems team for resolution of issues which I didn't have the access to correct. Coverage of customer email queue for orders, change requests, sales and support questions, domain hosting tech support within 24 hour turn-around time.  Domain Hosting accounts increased from circa 500 to more than 5000 during my 2 years. Coverage of internal email address for Domain Hosting. technical questions, policy questions, account history questions, special requests and questions about other incidents from other staff members in all departments.   Internal address written to primarily by Customer Service Dept, Technical Support Department, Residential and Business Sales Depts, Billing Department, Accounting/Finance Department, Provisioning Department. Remaining available during all work hours via Instant Messaging for Customer Service, Technical Support, Residential Sales and Business Sales Teams to assist them with domain hosting issues which arose during their calls. Weekly monitoring of hostmaster inbox and resolution of incidents requiring action. Working with leads of other departments on product changes, process changes, policy changes, systems/network topography changes, implementation of new internal and customer facing tools related to Domain Hosting. Training of additional Domain Hosting staff, Customer Service, Technical Support and Sales staff on Domain Hosting issues.  (later taken on by a training team which was created as staff size and staff turnover rate grew.) Keeping internal documentation for Domain Hosting issues accurate and current.   Working with webteam and systems team to keep customer facing documentation accurate and current. Wrote initial specifications for development of new internal and customer facing tools for processing and tracking of Domain Hosting orders and accounts. Wrote initial specifications for technical and processing issues related to becoming a Domain Registration Reseller. Occasional Tele-commuting from home during special projects and when OT needed during spikes in orders and requests.
	Institute for Global Communications (IGC) Several positions held concurrently at IGC, hence the overlapping dates. Incorrect format of reference email address is purposeful to thwart spambots. February 1999 - March 2000 Webweaver Reported to: Executive Director Reference: Deborah Farrell, Acting Executive Director – (415)561-6100 ext 123, deborahfarrellATmindspringDOTcom Responsibilities and achievements included: Project Manager for redesign of IGC website/gateway Co-Design of layout and navigation with 4 member team + graphics designer of IGC website/gateway Presentation of redesign at Philanthropy News Network Conference, July 1999, SF, CA Maintenance of all content pages, including submitted items from content staff Configured, integrated and maintained/moderated Web Crossings powered public discussion forums (since taken offline due to lack of funds or volunteers for moderator.) Installation, configuration, integration, maintenance and moderation of Zope/Squishdot Powered Headlines and Alerts Pages (since taken offline due to lack of funds for hardware and staff.) Maintenance and moderation of joint IGC/protest.net/metaevents.com events calendar (no longer updated due to lack of funds/staff.) Creation of web interface for tools created by in-house tech staff. Prepping headlines and alerts for weekly emailed digests Processing of update requests for links database. (since taken offline due to lack of funds/staff) Link farming Handling of email for webweaver@igc.org, forums@igc.org Telecommuted from my home in Seattle to NOC and offices in San Francisco. December 1998 - September 1999 Extended Orders Processing/Hostmaster Reference – Deborah Farrell – (415)561-6100 ext 123, deborahfarrellATmindspringDOTcom Responsibilities and achievements included: Handled processing of all orders for websites, DNS hosting and majordomo mailing lists Created each site or list on server(s) Handled Email communication with NSI for creation of new/changed domain names hosted on IGC servers (as hostmistress@igc.org) Creation of and edits to necessary files related to new/changed IGC hosted domains and sites (as root) Email and phone communication with users about same, including manuals and 2nd tier support (as orders@igc.org) Acted as buffer between users and tech staff during special requests or problem sites/domains. Telecommuted from my home in Seattle to NOC and offices in San Francisco. January 1999 - September 1999 Techbox Reference – Deborah Farrell – (415)561-6100 ext 123, deborahfarrellATmindspringDOTcom Handled root-required task requests from non-root staff, or escalated to appropriate SysAdmin August 1998 -–October 1998 Technical Support Coordinator Reference – Deborah Farrell – (415)561-6100 ext 123, deborahfarrellATmindspringDOTcom Responsibilities and achievements included: Participation in interviewing and hiring of new staff. Training of new staff. Scheduling phone and email support staff. Writing documentation for both internal use and for use by members, assisting in development of internal procedures, assisting in product development Fielding escalated tech support calls from individuals and organizations Monitoring workflow of support department July 1997 – August 1998 Technical Support Representative Reference – Deborah Farrell – (415) 561-6100 ext 123, deborahfarrellATmindspringDOTcom Responsibilities and achievements included: Solving connection and software problems for Windows and Macintosh users via phone and email Writing documentation for both internal use and for use by members, assisting in development of internal procedures and documentation, assisting in software development
	Speakeasy Network November 1998 - February 1999 Dial-up and DSL Technical Support Representative Reference HR Dept. (206)728-9770, hr@speakeasy.net Responsibilities and achievements included: Solving dial-up and DSL connection and software problems for Windows, Linux and Macintosh users via phone and email Writing and editing of internal and external documentation,
	Slip.Net June 1997 - August 1997 Technical Support Representative Reference – Bryan Kehr (415) 536-6127 opsmanager@slip.net Responsibilities and achievements included: Solving dial-up connection and software problems for Windows and Macintosh users via phone and email
	Share Customer Service May 1996 – August 1996 Customer Service Representative Reference – Robert Gardina (415) 771-2092 note:  Share Customer Service handles customer service for Working Assets Long Distance as well as member sign ups/donations for Greenpeace, The Rock and Roll Hall of Fame and other clients. Responsibilities and achievements included: Resolution of issues brought up by inbound calls and correspondence from customers/members. Issues involved activations, telecom technical problems, billing problems, account maintenance, Citizen Actions and current political issues. Developed procedure and wrote documentation for handling customer requests for service in response to direct mail marketing. Working Assets Long Distance January 1995 - August 1995 Customer Service Representative Reference – Robert Gardina (415) 771-2092 note:  Working Assets later sold it's customer service dept. to Share Customer Service (see above). Responsibilities and achievements included: Resolution of issues brought up by inbound calls and correspondence from customers/members. Issues involved activations, telecom technical problems, billing problems, account maintenance, Citizen Actions and current political issues. Developed procedures and wrote documentation for customer service representatives to use when corresponding with customers about account issues via email (note the year.)
	skills: Apache administration, BIND (DNS) administration, Bugzilla, CVS, CSS, DHCP, EMACS, Email client configuration, Flash, HTML, IIS administration, IPchains administration, IPTables administration, IPCONFIG, ksh, LAN, Linux/Unix command line/shell (bash, csh, ksh), MailQ, Administration of Majordomo & Mailman (listservs), MS Access, MS DOS, MS Excel, MS Outlook, MS PowerPoint, MS Word, mySQL, NAT, NFS, NIS, PICO, Photoshop, PHP, perl, Portsentry, Project Redhat Linux Administration (6.0 - 9.0), RightNow Technologies 7.5 Service Module Administration, Routers for home and small office, Sendmail administration, SquirrelMail administration, TCP/IP networking/configuration (dial-up, cable and DSL), Typing Speed=60wpm, vi, WU-FTPD administration, vsftpd administration, Windows (3.1, 95, 98, 2000, and XP), xinetd administration, XML Education:  American Conservatory Theater - Graduate Certificate in Acting, 1995-1997 Other Interests: Theatre (see shults.org/actingresume.html) fatherhood and American Sign Language