Support

PDF Products

As long as InfoLinker has been marketed, Customer Support was always an essential element of my DocMaestro involvement. Many times it was incumbent upon me to create demos out of customer documents using our software, to emphasize its usefulness. Understanding the documents and the potential customer's needs was critical, and part of daily life. Often with larger companies additional custom software, in the way of plug-ins, was necessary. This often meant programming. It required an informed mix of functions from the various software tools built or purchased for this purpose. Often after the point of sale my involvement would also include a week-long training class. Often there were configuration issues, it was not uncommon to spend several hours a week assisting in the registration and calibration of the software.

Internal Production

Of course, internal and external "customers" need Support. When new processes need to be devised for internal production projects, I am able to interpret requirements, build and refine prototypes, create and implement work instructions, train the internal data processors, assist in testing and proving final output, project progress and oversee final QA, among other things.

Utility Application

Once a sale is made, Support is the front line between the vendor and the customer, fulfilling customer needs by installing, fine-tuning and keeping the application running. Managing software, data and often people is important to a successful business relationship, and I have experience with all levels of users, from Managers, IT professionals, internal and external end users.

Responsibilities include maintaining multiple customer servers/sites using remote software (VPN, WebEx, etc.) including:

Pinellas County, FL

Agenda Workflow Application

In addition to my current company's PDF software (see InfoLinker) I have been involved with the development and implementation of a Document Management system used by utility companies. This product evolved into a web-based government agenda item tracking software.

A fully searchable "electronic" library, so to speak, that was available anywhere there was a computer on the network. The setup and installation script is many pages long, requiring expertise in Microsoft Server, SQL, IIS, ASPX, HTML and indexing.

Responsibilities include working with multiple customer servers/sites using remote software (VPN, WebEx, etc.) including:

Georgetown County, SC

Columbus County, GA