Resume
J.A. Menze | Woodstock, GA, 30188 | Jamenze@gmail.com | LinkedIn
EXPERIENCE
Yardi Systems, Inc.
Associate Account Manager
Roswell, GA - Hybrid| October 2024 - Present
Verifies the functionality of the Yardi HUD site and reports any identified issues.
Conducts quality assurance checks to ensure the accuracy of user guides.
Maintains and updates user guides and manuals as necessary.
Troubleshoots site navigation issues and provides client assistance.
Processes service requests and work orders with precision and efficiency.
ProEdit
Technical Writer (Contract)
Hybrid| June 2024 - October 2024
Conducted thorough reviews of client documentation and user guides, ensuring precision and reducing risk through meticulous verification.
Worked closely with cross-functional teams and subject matter experts (SMEs) to verify and update client documentation and user guides to promote seamless information flow.
Aaron's Tech
Technical Writer / Trainer
Remote | September 2021 - January 2024
Took full ownership of crafting, auditing, and refining all ServiceNow / Knowledge Base support documentation associated with Aaron’s Technology products and solutions with HTML.
Sought user feedback, refined training modules, leading to a 20% increase in comprehension of software and processes.
Trained and onboarded new hires, achieving a 70% retention rate and reducing onboarding time by 15%.
Provided final Quality Assurance (QA) oversight to over 27 call center agents, offering valuable coaching and feedback to ensure alignment with support standards.
Through extensive research on applications, processes, technology, and concepts, distilled complex information into accessible documentation for diverse audiences.
Collaborated with product and solution team members, developed and maintained documentation that empowered Aaron’s support team, resulting in a 30% reduction in resolution times and facilitated goal attainment.
Conducted manual testing, documenting defects within automation tools, and tracked their resolution progress using JIRA.
Customer Support Specialist
Remote | September 2020 - September 2021
Spearheaded the management of a dynamic team comprising 3-4 Customer Support Associates, overseeing their workflow and ensuring the delivery of high-quality service.
Addressed and resolved escalated issues encompassing missing payments, VOIP, inventory scanners, Internet outages, user accounts, etc., utilizing effective communication channels such as chat, phone, and email.
Offered mentorship and troubleshooting expertise to Customer Support Associates, fostering a collaborative and growth-oriented work environment.
Led scheduled Stand Ups 1-3 times a week, facilitating team communication and cohesion.
Applied Technical Writing best practices to meticulously update Knowledge Base articles, ensuring accurate and comprehensive documentation.
Customer Support Associate
Kennesaw, GA | July 2019 - September 2020
Proficiently identified callers' needs, clarified information, conducted thorough issue research, and delivered effective solutions.
Demonstrated strong phone and verbal communication skills, coupled with active listening abilities to ensure accurate issue comprehension.
Responsively managed inbound calls, initiating the creation of detailed issue tickets and meticulously documenting all pertinent information.
Maintained meticulous records by consistently updating ticket details as necessary, ensuring comprehensive documentation until the successful closure of issues.
Cobb County Government
Tier 1 Support / Library Assistant
Marietta, GA | September 2016 - May 2019
Provided comprehensive Tier 1 support services for 30 computers, addressing patrons' technical issues and information technology concerns in a timely and efficient manner. Managed the organization and retrieval of library materials, including books, periodicals, DVDs, and audiobooks, ensuring a well-organized and accessible collection.
Conducted transactions for fines and library services, while meticulously inspecting returned books for condition and due-date status, accurately computing any applicable fines and fees. Responded to routine inquiries, guiding patrons through their queries, and seamlessly directed those in need of specialized assistance to Reference Librarians.
Engaged in various clerical activities such as filing, typing, and word processing to support the smooth functioning of daily operations. Also, played a pivotal role in the patron registration process, issuing library cards to enable borrowing of books and other materials. Adept at maintaining a positive and helpful atmosphere for patrons within the library environment.
EDUCATION
Foundations of Software Testing & Validation | Coursera | Completed 2024
AI Essentials | Google | Coursera | Completed 2024
Full-Stack Coding Bootcamp | DigitalCrafts | Graduated
Bachelor of Arts in Fine Arts | Graphic Design | Kennesaw State University | Graduated
Java Programming Principles 1 & 2
Technical Writing
SKILLS
Agile, AI/ML, Black Box Testing, Camtasia, Confluence, GitHub, HTML/CSS, JavaScript, JIRA, MadCap Flare, Manual Testing, Markdown, Microsoft 365, Node.js, Quality Assurance, SDLC, ServiceNow, Runbooks, Software Documentation, Slack, Teams, Visual Studio Code, ZenDesk, Zoom
INTERESTS
Dog Training, Interior Decorating, Reading, Travel