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shetech@shetech.com
http://www.shetech.com
800.343.7179
References available upon request
Diverse Experience, Creative Solutions




Ideal Positions
Skills Summary                                                 ...
    Ideal Positions:
            Senior Technical Support
            Online Content Managing Editor
            Senio...
    Experience and Skills Summary
              Over 15 years in Technical Support and Documentation
              Publ...
   SheTech and Company: Technical Consultant 2007-2009
         Desktop and Small Network Support, Web Design, Internet, ...
   NetQoS, Inc.: Managing Editor, NetPerformance.com 5/2006 to 6/2007

            Web site administration, layout, main...
   CollabNet, Inc.: Senior Technical Support Engineer               3/2001 to 6/2002
        Primary Technical liaison fo...
   GraphOn Corp.: Tech Support Mgr/Sr. Technical Author          7/1998 to 10/2001
        Technical Support Manager for ...
   Exodus Technologies, Inc.: Tech Support Mgr                7/1997 to 7/1998

        Technical Support Manager for key...
   Northern Illinois University

          Bachelor of Music, Voice Emphasis
          May 1988




Rebekkah Hilgraves ...
   Strong customer focus, excellent diplomacy skills
       Excellent cross-functional team builder
       Ability to w...
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Rebekkah Hilgraves Technical Resume

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

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Rebekkah Hilgraves Technical Resume

  1. 1. shetech@shetech.com http://www.shetech.com 800.343.7179 References available upon request
  2. 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. 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. 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. 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. 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. 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. 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. 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. 10.  Northern Illinois University  Bachelor of Music, Voice Emphasis  May 1988 Rebekkah Hilgraves • 800.343.7179 • shetech@shetech.com
  11. 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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