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MOLLY S. JOHNSON
(206) 799-6746
http://XeeSM.com/MollyJohnson
molly@mollysmomentum.com

QUALIFICATIONS
• Aligned and developed user polls with hot topics on Jive software website
• Site administrator for community spaces including creation of page layout, widgets, graphics and links on Jive software
• Managed and regulated site content to insure timely and relevant articles, polls and Q&A posts
• Event setup to include calendar schedule, communication to stakeholders and technical support for all events (Live Meeting, Skype, Conference Calls and Chats)
• Re-engineered event end-to-end process to be more scalable and marketable
• Compiled and analyzed PGI event metrics for use in Customer Satisfaction reports
• Redesigned event communication to streamline internal and external partner communications

RELEVANT PLATFORM AND SOFTWARE SKILLS

Proficient with:
• Windows XP
• Vista
• Microsoft Office
• SharePoint
• Product Studio
• Skype
• MSN Messenger

Experience with:
• TechSmith products (Camtasia Studio, Snagit and Jing)
• Clearspace (Jive) – front & back end administration
• Web 2.0
• Fogbugz; Bugzilla
• Google Docs
• Wordpress
• Forums and Social Networking platforms such as:
Twitter, CoTweet, Facebook, LinkedIn, MySpace and Yelp

PROFESSIONAL EXPERIENCE

Independent contractor, working with the Vistage International, Inc. IT Department January 2010 to Present
Community Moderator
• Community moderation of Vistage site
• Creation of help documents, training documents and help videos for Vistage community site
• Testing and Assurance work Quality

Bizmore, Inc., new social media business executive startup, San Francisco, CA Dec-2008 to June 2009
Community Moderator
• Produced over 30 videos and how-to documents to demonstrate site functionality and features, for external stakeholders, within the Jive software environment.
• Generated and monitored new site content by entering poll questions, answers to site inquiries, announcements and ensuring compliance with Terms of Service.
• Maintained website community spaces through content contribution, page layout, widget creation (HTML, CSS and JavaScript) and overall functionality to design the end-user experience on Jive software.
• Extensive platform testing, analysis, consulting and collaboration which contributed to improvements made to the site UI, layout, functionality and performance on Bizmore’s Jive software website.
• Compiled documents and forms using Google Docs to collaborate on processes, projects and status reports.
• Cross collaboration with departments on trends, issues and areas for improvement via Skype, Google Docs and Fogbugz.

Microsoft – Community Support Services & Most Valuable Professional Program Dec-2006 to Dec-2008
Fulfillment Services Manager, Siemens IT Solutions and Services, Inc. Dec-2006 to Oct-2007
• Administered daily run of technical subscription ordering for Microsoft Influencer programs (MVP, RD, MSP, IA).
• Troubleshot and resolved technical subscription and award benefit escalations reported by Influencers and internal stakeholders.
• Managed vendors to fulfill technical subscriptions and award benefits according to SLA.
• Negotiated with vendors to drive accountability for delivery of goods.
• Collaborated with Operations Manager to streamline and optimize the technical subscription ordering processes.
• Authored and maintained technical subscription policy and process documentation.
• Administered and maintained Microsoft Influencer Framework (MIF) PGI and SQL database.

Aditi Technologies, Bellevue, WA Mar-2008 to Sept-2008
Support Analyst
• Consultant to internal stakeholders to improve the impact and quality of online customer events resulting in a 40% increase in the number of events and 38% increase in attendance.
• Compiled and analyzed reports providing trends and forecasts based on customer impression, attendance and satisfaction surveys to provide higher quality and performance of the primary customer product experience.
• Provided stakeholder support for 56% of all scheduled online events across multiple mediums (Office Live Meeting, Conference Calls and Chats).
• Implemented weekly strategic communication plan resulting in a 15% increase in attendance.
• Insured weekly communication was aligned with company’s branding, globalization and business requirements.
• Monitored customer newsgroups to track developing trends and provide analysis of “voice of the community” resulting in providing proactive feedback to internal stakeholders.
• Maintained database integrity for marketing customer engagement opportunities.
• Researched and consulted to streamline, localize and scale the scheduled event communications to internal and external partners.

ADDITIONAL CUSTOMER SUPPORT EXPERIENCE INCLUDED
Captools Company, Issaquah, WA Mar-2002 to Dec-2006
Technical Support Representative (Portfolio Management Software)
• Increased company sales by 22% by providing high quality customer service training and up-selling of customizable usability features to trial account users.
• Documented all customer interactions, licensing and resolution details to improve customer product experience.
• Performed testing to reproduce customer escalations.
• Supported customers with use of Captools (flagship product) via telephone, fax and e-mail.
• Resolved user escalations through systematic reconciling of client investment accounts.
• Troubleshot client report output and data integrity for report generation.
• Drove internal and external Quality Assurance initiatives.
• Triaged and directed customer inquiries to appropriate channels.

Digeo, Inc., Kirkland, WA Oct-2007 to Feb-2008
Project Coordinator – Trials Program
• Customized and distributed weekly surveys driven by product life cycle.
• Delivered survey data analysis to product teams through Excel Pivot Tables.
• Coordinated Trial Users, Network Operations Center (NOC) and product teams to deliver timely support for escalations.

Technical Analysis, Inc., Seattle, WA Jan-1998 to Mar-2002
Technical Analysis of Stocks & Commodities Magazine
Customer Service Representative/Accounting Assistant
• Responsible for entire technical support of website, online orders and minimizing fraudulent credit card charges.
• Informed customers about additional value-added offerings.
• Assisted in account management of all credit charges, accounts payable & receivable and general ledger balancing.
• New employee training.

EDUCATION
The Evergreen State College, Olympia, WA Bachelor of Arts, 1996, emphasis on Social Sciences

ADDITIONAL TECHNICAL SKILLS INCLUDED

Proficient with:
• Siebel
• KeySurvey
• Acrobat PDF Writer
• Online language translators

Experience with:
• SharePoint (administration)
• SQL
• Microsoft Expression Web
• Microsoft Office Live Meeting
• HTML