Resume`

The core of my experience is developing communities to support products/services from the earliest stages of development to launch.  Post-launch I have managed those communities, with great results, for the duration of their lifecycle.

The foundation of my community management experience stems from a support background, so I am very comfortable working directly with end users and the internal engineering and marketing teams that support them.

PROFESSIONAL EXPERIENCE

2011-Present

TransporterMalfunction.com
Community Manager

  • Developing community strategy and direction for site.
  • Copy editor and contributing writer
  • Associate Producer – video/content

2007-2011
Hewlett-Packard Company, Marlborough, MA
Community Manager – HP ePrintCenter, Tabblo.com, and Tabbloid.com

  • Developed community planning, support strategies and assisted in user experience development for all projects created by the Tabblo group within HP
  • Responsible for providing real-time monitoring of the HP ePrintCenter, Tabblo, ePC support forums and other communities
  • Determined the course of social media efforts for all Tabblo group projects
  • Author of the F.A.Q. documents and support paths for Tabblo, Tabbloid, and portions of the ePrintCenter
  • Represented community issues/needs to engineering, marketing, development, and design teams
  • Facilitated entry, posting, editing, of news articles including creating graphics for news posts and related content
  • Managed periphery ePC resources such as image hosting, FTP, and micro-statistics
  • Tracked ePC usability issues/errors, created and follow up on pertinent tickets
  • Provided metrics related to ePC traffic, engagement, comments, ePC Lithium forums
  • Managed content strategy and editorial calendar for the ePrintCenter “News” section (post Tuesdays and Fridays and 1x/month internationally)
  • Worked closely with representatives from Sony and Disney to develop and support Gwen Stefani’s “Sweet Escape” tour book and Hanna Montana’s “Best of Both Worlds” tour book
  • Engaged with customers through external channels (Twitter, responded in news blogs like TechCrunch, PC World, etc, when appropriate and in conjunction with PR) and internal channels, and responding to comments on ePC news blog
2002 – 2007

The Computer Works, Winchendon, MA
Owner/Proprietor

  • Responsible for starting and running a successful brick and mortar business
  • Home PC sales, service, support and customization
  • Network/Server Installation
  • Mobile repair services
  • Conducted classroom workshops and personal coaching

1999 – 2001

Abuzz (a division of New York Times Digital), Cambridge, MA
Member Services/Community Manager

  • Responsible for responding to all customer support queries from Abuzz.com
  • Co-authored the Abuzz help section and F.A.Q.
  • Implemented the system for managing and storing member email
  • Compiled weekly email metrics and information about member usage to assist in development, product streamlining, and improving the user experience
  • Collaborated with a cross-functional team (marketing, engineering, design, business development, and product development) to provide consistent support for new features and integrations
  • Acted as the sole company representative to the Abuzz.com member base with my name going out on tens of thousands of e-mail communications
  • Served on the editorial team that created the language for Abuzz.com
  • Helped develop Abuzz.com’s content alert system that flagged certain words and/or phrases for editorial review
  • Managed Beehive communities (1st generation of Abuzz.com) on NYToday.com and WineToday.com

1996 – 1999
TIAC (The Internet Access Company), Bedford, MA
Manager of Digital Datapath Community

  • Responsible for running a department of eight that serviced all of TIAC’s dedicated internet connections (ISDN, Fractional T1, T1, and dedicated dial-ups)
  • Designed the support center that managed all incoming support requests from TIAC’s 80,000 customers
  • Decreased average hold time for customers from 9 minutes to 2 minutes.
  • Responsible for hiring, maintaining payroll, training and scheduling for staff of eight
  • Solely responsible for determining compensation for customer downtime
  • Worked closely with contractors ensuring timely installation of data lines
  • Implemented a transition for my staff from an hourly rate to a salaried rate
  • Designed and implemented a dedicated support webpage and manual

1992 – 1994
United States Coast Guard, Boston, MA

  • Worked on board the 270-foot law enforcement cutter U.S.C.G.C. Seneca, based out of Boston
  • Responsible for the medical care of crew mates during patrols
  • Treated Haitian immigrants during immigration operations
  • Participated in search and rescue missions resulting in saved lives

PROFESSIONAL/TECHNICAL SKILLS

  • Over 15 years’ experience developing, managing and supporting online communities
  • Established an online presence as a personal and professional blogger for the last decade
  • Fluent in all forms of social media
  • Experience working in multiple environments from start-up to an industry leading corporation
  • Extensive familiarity with the PC, the Internet, social engineering, and internet culture

EDUCATION/TRAINING

  • 1992 – United States Coast Guard Boot Camp / Served on U.S.C.G.C. Seneca
  • 1989 – 1990 – Various courses at Middlesex Community College, Burlington, MA
  • 1987 – Graduate of Billerica Memorial High School, Billerica, MA

 

 

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