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Kathryn F. | Elance
 
176985602337900
Last Sign-in: Jun 11, 2014

Kathryn F.

Project & Technical Account Management
   United States
  |   Castro Valley, CA

Overview

Minimum Hourly Rate $30

I have been working in the E-Learning client support field for 2 years and in IT client project manager/support roles for over 15 years. I work well with engineers, developers and non-technical stakeholders and have the ability to manage projects, communicate technical concepts and software issues to all. While working in the E-learning industry, I worked troubleshooting SAAS software issues which included SCORM, AICC packages and other third party plug-ins along with training clients when needed.

I have excellent skills in project...

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Portfolio

Details of Software Experience

Skills (10)

Tested
Network Security
AJAX
Data Warehousing
Dimdim Development
Enterprise Resource Planning (ERP)
Firewall
Google Webmaster Central
Google AdWords Development
Microsoft Sharepoint Development
Microsoft SQL Server Programming

Service Description

20050 Butterfield Dr., Castro Valley, CA 94546 -- --

KATHRYN L. FORTIN

OBJECTIVE

To obtain a position that allows me to utilize my industry experience, skills and expertise.


HIGHLIGHTS & TECHNICAL SKILLS

Analyze, document and implement processes and procedures to align with ITIL standards
Setup and manage document repository on Confluence and SharePoint
Project management for multiple clients including SLAs, scheduling, planning, staffing, budgeting, risk assessment and installation of large projects
CRM and ticketing software research, implementation, training and ongoing management
Seminar, training and event planning and execution
Test, confirm and manage third party software bugs through resolution while keeping clients updated
Five years supporting and training on SAAS systems
HIPAA Security certified



RELEVANT EXPERIENCE

Moodlerooms, Inc (remote employee), Baltimore, MD 9/09 present
Senior Application Support Specialist/QA Analyst/Technical Account Manager /Senior Support Analyst

Ticket System Management
Monitor ticket queues, prioritize & assign tickets
Onboard and train third party support company for L1 support
Manage predefined replies in ticket system
Streamline ticket system queues and setup SLAs to align with ITIL standards
QA and Bug Resolution
Author and execute functional test cases against client custom plug-in
Author and execute test cases against webservices...

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Keywords

My Snapshot
IT & Programming
1
Elance Level
Level represents activity and experience on Elance. Freelancers start at Level 1 and achieve higher levels through their work. A higher "Level" indicates greater earnings, ratings and other achievements on Elance. Learn More »
  • 12 months
  • Lifetime
Jobs
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0
Total
Milestones
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Reviews
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Clients
Total
Repeat
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Identity
Username
kfortin1
Type
Individual
Member Since
March 2012
Elance URL
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Kathryn F. | Elance

Kathryn F.