S
Soren Hillerup
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Ontario, Canada
Résumé
Jobs
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Technical Account Support SpecialistSolinkDec 2024 - Mar 2025 (4 months)• Responsible for technical assistance to a roster of small to medium businesses; custom reporting of system health, support tickets, and new implementation of security camera systems and NAS storage of footage. • Use of proprietary video software including AI analysis. • Revision of procedural documentation and QA of technical support tickets and chats. • Handling of wide-ranging projects including assisting with a company-wide rollout of device replacement for clients.- Senior Technical Support EngineerOracleJul 2021 - Oct 2023 (2 years 4 months)• Assisted customers with Responsys and Eloqua products (Oracle Marketing Cloud) via My Oracle Portal • Served as a mentor and SME for support engineers, including training and reviewing knowledge base articles. • Utilized UI to resolve issues and troubleshoot deployments and campaigns. • Conducted backend database research using Oracle SQL Developer. • Employed remote software, VPN, APIs, and proprietary tools to manage data files and correct errors. • Created HTML and JavaScript snippets to implement software features. • Skills: APIs, SQL, Oracle CRM, Confluence, JIRA, Kibana, Containerization, web security, internal documentation.
- Support AnalystVoxpopmeSep 2020 - Jan 2021 (5 months)• Tested and created accounts and whitelabeling. • Supported new commercial partnerships between Voxpopme and other survey platforms, including API and Docker support. • Conducted extensive database queries and reports. • Managed projects and copywriting for client surveys. Troubleshot technical issues with client and end user accounts, including Android and iOS apps. •
- Customer Support Representative IIMonotypeFeb 2017 - Mar 2020 (3 years 2 months)• Troubleshot customer accounts and font files. • Tested web fonts and troubleshot CSS and JS issues on customer sites. • Created a training program for tier 1 support, including documentation and training videos. • Provided supervisory assistance for tier 1 support providers in Noida, India, and the US. • Developed a knowledge base for customer use through Salesforce. • Skills: Salesforce, CSS, JS, customer support via phone, live chat, and email.
- Product Support SpecialistVirgin PulseJul 2015 - Oct 2017 (2 years 4 months)• Provided tier 2/3 technical and device troubleshooting for Virgin Pulse members. • Conducted QA checks on UI design, program design, and code testing. • Used SQL databases to resolve data issues from proprietary fitness devices and third-party data ingestion through APIs. Created a WordPress site and custom plugins. • Monitored AWS and other network traffic. • Ran daily standup meetings and sprint planning, with admin usage of JIRA. • Developed documentation via Zendesk help center and assisted in establishing tier 1 customer support in house. • Skills: SQL, AWS, JIRA, Zendesk, customer support via phone, live and
- Freelance Technical and Content WriterSelfJan 2005 - Current (21 years 10 months)• Authored technical and layman-level documents and articles for web and print. • Created press releases, white papers, interviews, and opinion pieces. • Conducted ghostwriting on various topics, utilizing extensive research and attention to detail. • Developed and updated websites using tools like Shopify and Stripe, and designed from Photoshop mockups to CSS, PHP, HTML, and JavaScript coding.
Education
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- Biology/EnglishUniversity at AlbanyAug 2012 - May 2014 (1 year 10 months)
- EHuman DevelopmentEMPIRE STATE COLLEGEAug 1997 - May 2000 (2 years 10 months)