Joanna Niles

IT Professional | Digital Creative

I am a Unified Communications Application Support Engineer. With a Bachelor of Technology in Computer Systems, I have over 8 years of professional experience in global end-user support and operations in the computer software and financial industries.

I also work as a freelance Digital Creative with experience in brand management, product and destination marketing for tourism boards and household brands.

UC Application Support

Experience in the Cisco Collaboration and other Unified Communications space by providing the following:

  • Global client support for in-house applications
  • SDLC and SCRUM knowledge
  • Experience in working on Windows and Linux systems

Freelancer

Successfully worked with major brands and tourism boards on marketing campaigns in the following categories:

  • Event Hosting & Coverage
  • Content Creation
  • Brand Management
  • Brand Ambassadorship
  • Product and Destination Marketing

Professional Experience

Skills

Programming knowledge (HTML, PHP & JavaScript), SQL, Agile/SCRUM, Change Management, Digital Photography, brand management, content creation, content curation,SEO

UC Application Support Specialist

2012-Present

  • Curate support processes, troubleshooting and installation guides for users and client administrators
  • Provide recommendations for application enhancement with stakeholders for a better user experience
  • Coordinate resolutions with development team and product managers
  • Create knowledge-base tools to transfer technical & business knowledge to team members
  • Install and update applications in lab environment for troubleshooting issues and updating documentation

Social Media & Brand Manager

2014-2017

  • Managed an online community of over 12,000 people across various social media platforms.
  • Recruited by various PR Firms for event coverage via social media
  • Assisted with coordinating & hosting quarterly meetups in the NYC area
  • Video recording, production & editing
  • Performed Keyword Research for new and existing posts for SEO optimization
  • Created weekly and monthly newsletter campaigns
  • Analyzed newsletter and content performance using Google Analytics and content management systems as reporting tools.

Business Analyst

2010-2012

  • Migrated groups, conference rooms and mailboxes from Notes to Exchange for US and EU domains
  • Created and approved new hire and user access (AD & SOX) requests through employee hiring system
  • Change Management approval for messaging and collaboration team
  • Document, track and updated monthly and weekly user reports for Asset Management team
  • Moves, Adds and changes of end user’s RSA, Blackberry and AD accounts when needed

Intern (Summer 2010)

  • Assisted in the migration of 1000+ Blackberry users from Domino to Exchange
  • Supported MS Exchange 2007 and Lotus Domino Blackberry Enterprise Services
  • Added new and supported existing Blackberry users using web-based Blackberry Administration Service

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