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Deneba
Software
I
went to work for Deneba
Software in
1989 and continued through March 2003 when Deneba was aquired by ACD
Systems. The experience I gained through my employment at Deneba truly
enriched my life. In a way this portfolio is a tribute to Deneba since
all of the graphic elements displayed on these pages were either created
or edited in Canvas.
The
following is a partial list of my accoplishments and responsibilites
as the Customer Support Manager for Deneba Softeware
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View
samples of my work while at Deneba.
My
Gallery is a collection of my
Canvas creations. I love this program. Take a look. |
- Managed
support staff, resources and budget for North American region
from 1989 – 2003.
- Administrator
of online product discussion forums.
- Developed
policies and procedures to facilitate efficient handling of customer
concerns.
-
Developed training to speed proficiency of new employees and track
their progress.
- Developed
company knowledgebase. Wrote over 1200 articles on Deneba software
products.
- Contributed
to and proofed marketing material, product manuals and technical
documentation as well as policy and procedures.
-
Configured, monitored and generated reports from Automatic Call
Distribution-MIS OAI (phone monitoring and reporting system software),
voice mailboxes, day/night rules & greetings.
-
Prepared training and test materials for existing support staff
and new hires for Canvas.
-
Interacted with clients and industry press answering questions
and demonstrating new versions of ACD System’s (formerly Deneba)
software products at industry trade shows.
-
Handled technical support escalations from small and large corporate
clients.
-
Contributed to product development and marketing efforts, providing
feedback on product performance and suggestions for new features
and improvements.
- Assisted
programmers with the GUI and functional design and testing of
the company’s SQL relational database system, including, Customer,
Order Entry, Support Ticket, Bug Reporting and Knowledgebase components.
-
Worked with international distributors to increase their support
department's understanding of the technical aspects of our products.
- Beta-tested
pre-release versions, prepared bug reports and tracked R&D's
progress to resolution.
-
Established and maintained Deneba's corporate presence on America
Online, CompuServe, Genie, e-World & AppleLink. Utilized this
experience by contributing to the development of Deneba's corporate
web presence and support forum in 1995.
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