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Rebekkah Hilgraves Technical Resume
Rebekkah Hilgraves Technical Resume
Rebekkah Hilgraves Technical Resume
Rebekkah Hilgraves Technical Resume
Rebekkah Hilgraves Technical Resume
Rebekkah Hilgraves Technical Resume
Rebekkah Hilgraves Technical Resume
Rebekkah Hilgraves Technical Resume
Rebekkah Hilgraves Technical Resume
Rebekkah Hilgraves Technical Resume
Rebekkah Hilgraves Technical Resume
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Rebekkah Hilgraves Technical Resume

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Extended version of my technical resume, designed for user-friendly viewing!

Extended version of my technical resume, designed for user-friendly viewing!

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  • 1. shetech@shetech.com http://www.shetech.com 800.343.7179 References available upon request
  • 2. Diverse Experience, Creative Solutions Ideal Positions Skills Summary External Links Experience Web Portfolio Education Multimedia: Glassbeam Additional “Soft Skills” Multimedia: Digital Landing Rebekkah Hilgraves • 800.343.7179 • shetech@shetech.com
  • 3.  Ideal Positions:  Senior Technical Support  Online Content Managing Editor  Senior Technical Author  Technical Project Management  Engagement Management  Technical Account Management Rebekkah Hilgraves • 800.343.7179 • shetech@shetech.com
  • 4.  Experience and Skills Summary  Over 15 years in Technical Support and Documentation  Published author in print and online  Technical project manager  Multimedia developer  CMS expert (Joomla!, WordPress, Ektron)  CSS expert  HTML, Dreamweaver, Photoshop expert  Camtasia video producer  Audio producer on multiple platforms  Over 20 years in broadcasting/commercial voiceover Rebekkah Hilgraves • 800.343.7179 • shetech@shetech.com
  • 5.  SheTech and Company: Technical Consultant 2007-2009 Desktop and Small Network Support, Web Design, Internet, Print and Multimedia Marketing, Content Design and Management, Small Business IT/Infrastructure Consultant, Business Application Integration Nearly 100 Web sites launched since 2007 (Joomla!, WordPress, Ektron, ASPdotnetStorefront, Miva)  Development of multimedia marketing and training materials, including "David Busch's QuickSnap Guide to Photoshop Express" (published 2008) and video tutorials for DigitalLanding.com (over 100 videos) and Glassbeam.  Management of relevant project subcontractors and external resources  Hosting, design, implementation and publication of web sites  Extensive experience in Joomla! Content Management System, WordPress and other blogging platforms  Expertise in CSS design  IT security and productivity consultation and implementation  Desktop and small network security installation, configuration and maintenance (protecting systems against security vulnerabilities)  Desktop OS Support (Windows 95/98/Me, NT/2000/XP/Vista)  Desktop Productivity Software Support (Microsoft Office, Mail clients, Internet browsers, etc.)  PDA Support (Blackberry, Palm/Treo, Nokia Communicator series)  Small Network Support (TCP/IP, routers, cabling, network adapter installation, etc.)  Design, code, implement and publish web sites; manage subcontractors and external resources  Remote administration of client sites. Rebekkah Hilgraves • 800.343.7179 • shetech@shetech.com
  • 6.  NetQoS, Inc.: Managing Editor, NetPerformance.com 5/2006 to 6/2007  Web site administration, layout, maintenance, statistical reporting  Design and publication of weekly technical articles  Member of editorial review board for incoming content contributions  Led new commercial Content Management Solution initiative  Requirements/specifications  Evaluation and recommendation of final solution  Implementation of solution, including design of new page templates and overall site architecture Rebekkah Hilgraves • 800.343.7179 • shetech@shetech.com
  • 7.  CollabNet, Inc.: Senior Technical Support Engineer 3/2001 to 6/2002 Primary Technical liaison for key enterprise customers (HP, Sun, others) Technical support and technical project management for “SourceCast” software, a Java/web- based collaborative development environment that included a number of development components such as code repositories (based on open-source CVS software), issue tracking database (“Issuezilla”, based on open-source Bugzilla software) and two-level user security (password authentication and x.509 Class 2 certification authentication).  Primary support contact for critical issue escalation, notification, response and resolution processes for current and legacy releases of CollabNet's collaborative development environment software.  Reporting, tracking, replication and troubleshooting of incoming technical issues, comparing field- reported issues against baseline installation of matching version.  Escalation support and oversight of Service Level Agreement and Technical Support contract compliance for primary enterprise accounts.  Allocating and coordinating internal resources (engineering, development, operations, quality assurance, management and executive team members) to resolve contract compliance negotiations.  Regular reviews of issue and feature enhancement prioritization and scheduling.  Liaison with management, sales and engineering teams to coordinate and communicate client status.  Application configuration and database diagnostic queries.  Provided X.509 certification support for HP. Rebekkah Hilgraves • 800.343.7179 • shetech@shetech.com
  • 8.  GraphOn Corp.: Tech Support Mgr/Sr. Technical Author 7/1998 to 10/2001 Technical Support Manager for key enterprise customers (Sun, IBM, USWest, others) UNIX installation, configuration and diagnostic support for legacy “GO-Global” and “GO-Joe” UNIX/Windows and UNIX/Java interoperability software  Telephone and online technical support for thin-client X server.  UNIX (Solaris, SunOS, AIX, Linux, HP-UX) installation and configuration support for host software component  Windows (Win95/98/NT/2000) installation and configuration support for client software component.  Migration to and maintenance of technical support database for issue tracking and resolution.  Creation and maintenance of technical support web site, including creation of online help files.  Onsite tradeshow marketing and technical support.  Maintenance of end-user documentation, including User’s Guide, release notes, online help, post-release FAQ Rebekkah Hilgraves • 800.343.7179 • shetech@shetech.com
  • 9.  Exodus Technologies, Inc.: Tech Support Mgr 7/1997 to 7/1998 Technical Support Manager for key enterprise customers (Sun, IBM, others)  Telephone and online technical support, supervision of support staff.  UNIX (Solaris, SunOS, AIX, Linux, HP-UX) and Windows (WFW/Win95/98/NT) installation and configuration support.  Product testing and documentation. Rebekkah Hilgraves • 800.343.7179 • shetech@shetech.com
  • 10.  Northern Illinois University  Bachelor of Music, Voice Emphasis  May 1988 Rebekkah Hilgraves • 800.343.7179 • shetech@shetech.com
  • 11.  Strong customer focus, excellent diplomacy skills  Excellent cross-functional team builder  Ability to work well under pressure and tight deadlines  Excellent command of support response and resolution processes  Solid understanding of contract compliance and negotiation, able to accurately balance customer needs and provider resources  Ability to research, study and learn new technical and procedural concepts quickly Rebekkah Hilgraves • 800.343.7179 • shetech@shetech.com

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