shawnajroberts

skills

programming

  • HTML, CSS, JavaScript
  • Java, C++, C
  • Ruby, Python, MySQL
  • Documentation
  • Teaching

communication

  • Streamlined project tracking & documentation
  • Policy creation & documentation
  • Negotiation & conflict resolution
  • Customer service
  • Active listening

management

  • Project management
  • Community management
  • Experience with non-traditional hierarchies
  • Large group meeting/discussion facilitation

experience

github

Remote
april.2018 - present

Technical Support Engineer - Escalations

  • Primary person responsible for urgent, sensitive data requests.
  • Propose, implement, and launch new processes to enhance team workflows.
  • Troubleshoot, investigate, and create detailed bug reports.
  • Maintain deep knowledge of Git and GitHub feature and usage.
  • Help people use Git and GitHub, GitHub Pages, and our API.
jul.2016 - april.2018

Technical Support Engineer

  • Help people use Automattic’s products, including WordPress.com, Jetpack, and Gravatar.
  • Troubleshoot, investigate, and create detailed bug reports.
  • Coordinate in-person projects for 7-10 people.
  • Clearly communicate personal coding and response goals to my lead.
  • Create and edit support documentation.

automattic

Remote
dec.2013 - jul.2016

Happiness Engineer

  • Help people use Automattic’s products, including WordPress.com, Jetpack, and Gravatar.
  • Coordinate Twitter support across WP.com, Simplenote, Jetpack, VaultPress, etc.
  • Troubleshoot, investigate, and create detailed bug reports.
  • Create and edit support documentation.

hampshire college

Amherst, Massachusetts
aug.2012 - feb.2014

Telecommunications Technician

  • Assist Network Engineer in design, construction and maintenance of campus network and phone infrastructure.
  • Oversee physical network implementation.
  • Provide support and troubleshooting for VoIP, POTS, CATV, and network infrastructure.

achievements

Senior Thesis

The Art of Management

  • Wrote handbook of management and communication techniques focusing on inter- personal relationships and team dynamics.
  • Researched management techniques, body language, and hierarchical structures.
Management Mentor
  • Designed and launched a series of management workshops focusing on different aspects of theater management including interpersonal communication, conflict resolution, rehearsal structure, and stage management techniques.
  • Created handbook of best practices and technical information.
Student IT Manager
  • Generated documentation covering common software and hardware issues, symptoms, and solutions.
  • Redesigned workflow and documented best practices.
  • Created a training manual.

education

2017

Full Stack Developer Nanodegree

Udacity
2014 - 2015

Front End Developer Nanodegree

Udacity
2008 - 2012

Bachelor of Arts

Hampshire College, Amherst MA
Concentration:
Communication and team management with case studies in computer science and theater