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