Rebekkah Hilgraves Technical Resume

shetech@shetech.com
http://www.shetech.com
800.343.7179
References available upon request

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

 Ideal Positions:
 Senior Technical Support
 Online Content Managing Editor
 Senior Technical Author
 Technical Project Management
 Engagement Management
 Technical Account Management


 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

 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.


 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


 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.


 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


 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.


 Northern Illinois University

 Bachelor of Music, Voice Emphasis
 May 1988


 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 Technical Resume

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Rebekkah Hilgraves Technical Resume