Sally Sutton

Senior Technical Writer @Astor & Sanders

Lakewood, CO, US

Member of a 20-person Federal contract providing Tier 1 phone, web and chat support with a customer base of over scientists and administrators.Wrote, updated and edited Knowledge Base articles developed with Remedy; content was then migrated to WordPress. Developed Remedy System training for new users and new Tier 1 Technicians, which was well received by the Federal customer and users.Produced monthly Service Desk metrics for the Contract Program Manager of the Federal contract. These metrics were used to track and improve individual and group performance.Supported development and maintenance of Service Desk website using WordPress.Supported Federal customer on multiple projects including producing monthly and fiscal-year-end reports for Service Desk Support Teams, writing articles for a monthly IT newsletter, keeping Service Desk website calendar and posts up to date, as well as editing.Provided Quality Assurance for CMMI Level 3 certification for Astor & Sanders.Participated in writing material for government proposals.Monitored calls, tickets and chats for Tier 1 and Tier 2 technicians.

University of Northern Colorado

BA

Teachers College, Columbia University

Organizational Psychology