Shawn Welker

Experience

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  Chili's Bar and Grill

  May 2006 - Jul 2007

  Server/ Lead Serve Trainer
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  AmeriCorps VISTA

  Aug 2007 - Aug 2008

  Volunteer Coordinator

  • Coordinated five national service days including “Make a Difference Day”• Created and coordinated the “Community Resources Fair for Albion”• Promoted and facilitated the eight-week poverty education program, Just Neighbors• Coordinated the ‘07-’08 Albion VolunTEENS program

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  Gamaliel of Michigan

  Aug 2008 - May 2009

  Community Organizer

  • Organized congregations and non-profit organizations around health care reform and social justice issues• Participated in “Realizing the Promise” in D.C., December 2008

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  Albion Public Schools

  Aug 2009 - Jun 2010

  Title I Parent Liaison and Grant Writer

  • Worked toward increasing parent involvement• Member of School Improvement Team, Albion Senior High School• Public relations representative to Middle Cities Education Association

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  Brenda Abbey for State Senate

  Apr 2010 - Aug 2010

  Campaign Manager
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  Inspired Green

  Dec 2010 - Mar 2011

  Building Analyst (BPI Certified)

  Managed a team of installers on an energy efficiency campaign.

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  Midwest Soccer Academy

  Jun 2011 - Jan 2012

  District Manager

  I own my own business, Soccer with Shawn, and am a licensee of the Midwest Soccer Academy. I am currently licensed to run Little Kritters Soccer, an educational fitness program for children ages 2 - 6. My current territory includes Calhoun and Jackson counties. MSA will be expanding my licensing privileges to include their Junior Kritters program and the LKS 20/20/20 program.

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  Pearson

  Apr 2012 - Apr 2022

  Seasonal Test Scorer

  • Temporary, seasonal scoring of standardized tests.• Consistently high speed and accuracy ratings.• Consistently invited to take part in additional projects, including Field Testing and SAT.• Twice promoted to Scoring Supervisor.

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  Albion College

  Sept 2013 - Mar 2014

  Applications Programmer

  • Develop and maintain code for synchronization of data between Ellucian’s Banner and other campus data systems.• Develop user interfaces to data using efficient means and platforms, with emphasis on browser-based and mobile delivery.• Provide user support via written documentation and informal training• Meet with users to determine their needs and gather information on the details for programming.• Help train users on the use of their screens and programs, providing documentation and overview of system function• Respond to user program problems, investigate and perform maintenance as necessary Show less

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  TWO MEN AND A TRUCK®

  May 2014 - Apr 2015

  IT Support Specialist

  • Customer service driven with a high attention to detail and able to handle the demands of projects, clients, vendors and deliverables by prioritizing and maintaining a flexible attitude• Was responsible for providing independent complex professional IT technical support for all IT support areas for the franchises and Home Office staff• Tracked support activity in the service desk process, monitored and escalated tickets to the application development and infrastructure engineers, served as custom advocate to monitor issue resolution and provided status updates• Maintained accurate records, developed and managed knowledge base and created management reports for trending• Tested and deployed new software and procedures, installations, conversions and upgrade activities• Independently worked with users to perform diagnostics by isolating performance issues to determine cause of malfunction for both software and hardware, and developed solutions Show less

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  Tyler Technologies

  Aug 2015 - Feb 2017

  Implementation Consultant

  • Traveled 90% of time to work with municipalities, upgrading their utility billing software, most often from AS/400 to web-based .NET application.• Worked closely with super users to create data mapping rules and end user permissions.• Trained end users in proper use of proprietary software and assisted in creating personalized training documentation.• Documentation and reporting of data conversion issues and on site problem solving.• Worked remotely with clients to troubleshoot software/data issues and provide refresher training. • Documented pre-trip expectations and post-trip summaries in a timely manner. Show less

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  Working Solutions

  Aug 2017 - Sept 2018

  Customer Service Agent - StubHub

  • Assisted "Selling" and "Sold" customers with troubleshooting their accounts regarding delivery of hard copy, PDF, and barcode tickets.• Documented software and account issues and escalated to appropriate teams for investigation and resolution. • Communicated with selling and buying customers regarding updates to delivery methods, event changes, and payment fulfillment.• Achieved a consistently high Agent Satisfaction Score.

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  Aira

  Jun 2018 - Aug 2019

  Agent

  • Provided on-demand sighted assistance for blind and low vision clients for wide variety of tasks including navigation, reading, describing scenes, identifying items, and organizing transportation.• Trained new Agents as a Dash Buddy.• Utilized Slack for all real-time internal communication as part of a largely remote team.• Recorded and edited sessions via Zoom, uploaded video files to Google Drive, submitted help ticket requests, and completed proper documentation for calls.• Utilized TeamViewer to provide remote access technical support on customer computers and mobile devices.• Researched knowledge base/internet and exercised sound judgment to independently provide appropriate resolutions for client needs.• Self-scheduled and adhered to organizational time and attendance policies.• Highlighted as team Agent of the Month for November 2018.• Consistently exceeded company goals on customer satisfaction scores. Show less

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  Gametime United

  Aug 2019 - Apr 2020

  Fan Happiness Associate

  • Provided enthusiastic and personalized customer service to Gametime customers• Became a subject matter expert on Gametime technology, policies, and best practices• Communicated with Gametime customers via phone, email, chat, and text• Documented customer interactions using ZenDesk• Proactively resolved customer issues as they arose• Maintained company culture by having an upbeat and open attitude• Consistently high performance metrics, include customer satisfaction and quality assurance Show less

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  Massachusetts Association for the Blind and Visually Impaired

  Jun 2020 - Aug 2024

  • Coordinator for Be My Eyes Specialized Help program, overseeing a team of nearly 50 volunteers handling close to 100 calls per week on average• Co-founder of accessDesk web accessibility project • Administrative Assistant to Executive Team• Coordinated COVID-19 Vaccination Engagement project • Learned and taught assistive technologies, including Apple VoiceOver, NVDA, and JAWS• Performed website accessibility reviews• Learned WCAG 2.1 and Section 508 compliance standards• “Introduction to Web Accessibility” certified by W3C

  • Digital Accessibility Programs Coordinator

    Jun 2022 - Aug 2024

  • Executive Administrative Assistant and Digital Accessibility Coordinator

    Jun 2021 - Jun 2022

  • Digital Accessibility Apprentice

    Jun 2020 - Jun 2021
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  American Printing House for the Blind

  Jan 2022 - Dec 2022

  Special Projects Contractor (Accessibility, Belonging, Inclusion, Diversity, and Equity)
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  VisualEyes Access, LLC

  Aug 2024 - now

  Founder & Consultant