GitHub

Technical Community Manager over the API & Webhooks and Accessibility areas of GitHub's Community on Discussions

• Monitor GitHub's Community and interact with community members to answer questions, direct them to educational resources, and collect feedback. 
• Filter and summarize community feedback into weekly reports
• Route pertinent information and discussions to Engineering and Product teams
• Solicit feedback on a regular basis via polls, surveys, and other effective means
• Provide regular updates to the community via established communication channels (check-in posts, newsletters, etc)
• Design and implement programs that recognize and engage our community members
• Develop programs to attract new community members
• Help execute on the community platform strategy, roadmap, and success metrics.
• Build on a recognition program strategy for leaderboards, badges, and top-contributors, aligned to related programs across GitHub
• Moderate, listen, and engage regularly with our top contributing community members, providing them with any support and resources they need.
• Support and execute on a community content strategy.

Partner with Product and Program Managers to:
• Gather feedback to funnel to relevant product teams
• Manage the community top contributor program.
• Measure, analyze, update and track community data. Regularly report on findings & observations
• Actively participate in the forum, promoting programs aimed at increasing engagement
• Manage all internal and external community documentation related to recognition
• Create and update community onboarding and offboarding processes.

Technical Community Manager

Knack

• Groom, prioritize and manage technical support tickets raised in Jira.
• Investigate escalated technical issues and leverage internal resources and tools to resolve those issues.
• Help to prioritize issues for the engineering team by weighing impact and severity on customers.
• Product mastery: Thorough knowledge of Knack use, best practices, tips & tricks to resolve a wide variety of issues.
•Provide product expertise and direct support to the Support team. 
• Create internal team resources and tools to help better set customer expectations, improve turnaround times and quickly troubleshoot and resolve technical issues.
• Create, update and otherwise maintain documentation around Technical Support troubleshooting and team SOPs in Confluence and Guru.
• Submit feedback + feature requests to the Product team.
• Mentor new employees on both the Technical Support and Success teams.
• Use CLI tools to trace logs, make network requests, and run internal utilities to troubleshoot and resolve issues.
• Reproduce bugs and translate them into high quality bug reports.
• Assist with migrations and work with the Engineering team to identify solutions for reducing app complexity for customers.

Technical Support Specialist

Customer Support:
• Tickets, live chat, video and phone support.
• Assist customers in demoing the product and building proofs of concept.
• HTML, CSS, and JavaScript support.
• Created automated tests in Ghost Inspector to ensure code integrity.
• Wrote high quality bug reports for developer triage.
• Expert level product usage.
• Translate customer challenges and struggles into product suggestions.
• Continuously optimize our internal processes and strategies for maximizing customer success.
• Trained and mentored new success team members.

Technical Writer:
• Built out knowledge base, wrote support articles aimed at the End-user (product manuals, user guides, tutorials).
• Create and edit product documentation according to company guidelines, varying from support content to product and developer documentation. 
• Collaborate with content experts and project managers to distill complex, broad concepts about products into usable and accurate documentation. 
• Work closely with a variety of product, engineering, and customer-facing teams to document how to use new product features to both technical and non-technical users. 
• Work independently and manage multiple simultaneous projects. 
• Own, create, and help manage all product and support content. 
professional technical writing experience for technical and general consumer audiences 
• Strong interest and comfort with technical subject matter 
• Familiarity with databases, HTML, Markdown, CSS, JSON, JavaScript, APIs and Git

You can see my contributions at https://learn.knack.com/ and https://docs.knack.com/. You can also view a few of the support articles I've authored below ▼

Customer Success | Customer Support, Technical Writer, QA

Quirktastic

• Provide support to customers writing in with questions about their The Quirk Shop orders.
• Manage The Quirk Shop orders in Printful.
• Respond to and translate customer tickets regarding the QuirkChat app into executable feedback requests and bug reports.
• Manual testing features in The Quirk Chat app to quickly surface bugs.


Quirktastic is a media and technology company that creates products for misfits of color. Our current products are Quirktastic.co (content), The Quirk Shop (retail), QuirkCon and a social app, Connie. I managed, supported and shaped the customer experience for each product.

https://www.quirktastic.co/

Customer Experience Manager

Referral Rock

• Provide remote technical support for SaaS start-up via Intercom chat and email.
• Writing and editing software documentation, including maintaining the knowledge base.
• Test websites and new features from an end-user perspective for functionality and efficiency.

Technical Writer

Independent Consultant

•	Install and troubleshoot PC software (create boot disks, remove malware, install antivirus software, install or repair OS, reset passwords).
•	Install and troubleshoot PC hardware (Install and update drivers, testing components using diagnostic tools, documenting error codes).
•	Troubleshoot and resolve wireless network problems (network adapter, Wi-Fi configuration).
•	User training & support.

Computer Repair Technician

Private Tutor

• Provide private instruction to individual K-12 students to improve academic performance or prepare for academic tests.
• Teach students study skills, note-taking skills, and test-taking strategies.
• Collaborate with students and parents to determine student needs, develop tutoring plans, and assess student progress.

Math and Reading Tutor

Freelancer

Producing High Quality Content with a Personal Twist

• Wrote, edited and produced stories for multiple platforms, including Internet and digital channels.
• Organized material, determined area of emphasis, and wrote stories according to prescribed editorial style and format standards.
• Reviewed copy and made recommended changes using MLA, APA and in-house style guides for error-free documents.
• Wrote and edited long- and short-form copy for blogs, websites, social media, presentations, training materials and more.
• Wrote and posted content for company blog, keeping customers updated and engaged.
• Wrote in several styles and voices for website, print and internal documents.
• Reviewed published materials and recommended revisions to scope, format and content.
• Responded constructively to direction and feedback, both positive and negative.

ghostwriter

Geek Squad

Customer-Focused Technical Support

•	2012 and 2013 Customer Service Award for Outstanding Service.
•	Phone and online support, ensuring first call resolution and minimizing delays that led to abandoned calls.
•	Type 45 WPM while multitasking.
•	Support PC (Windows, OSX and Linux) and mobile devices (Android, iOS).
•	Processed quick returns and exchanges, minimizing customer wait times.
•	Boosted associate morale and customer satisfaction through positive motivation, friendly demeanor and empathetic listening.
•	Created claims and cases for damaged or defective products.
•	Resolved problems with malfunctioning products.
•	Managed call flow and provided exceptional customer service over the phone.
•	Activated accounts for customer’s interested in new tech support services.
•	Consistently met competitive customer satisfaction metrics.

Geek Squad/Customer Service Agent

Merging a background in customer support and success and technical support with seven years in the SaaS space. I help companies improve their internal and external communication and user experience through data-driven, quality content and strategies that align with the modern trends of the space.

I’m passionate about creating amazing user experiences, using technology to connect to customers on a human level and offering competitive solutions to everyday problems.

You can reach me at sarto.jama@gmail.com. Cheers!

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