Travis A.

Felshaw
Cheshire, Oregon 97419
Mobile: (541) 521-3874
Email: tfelshaw@yahoo.com
LinkedIn: www.linkedin.com/in/TravisFelshaw

Career Profile
Over thirty years of experience within the computer industry. I offer a wide range of
skills and knowledge, and have worked within businesses ranging from those just
starting to those which are well established. The majority of my previous employers
have trusted me with positions of responsibility because of my dedication, loyalty,
and ability to organize. My most recent role of ten-years was within a work-from-
home position.

Overview of Key Skills

Management: Recognized for success of department and also management style.
Training: Technical Trainer within a variety of settings and for a variety of skill levels.
Documentation: Experience developing processes, procedures, and product guides.
IT Helpdesk: Customer facing as well as Help Desk Management experience.
PC/Network: Configuration, peripheral installation, rebuilds.
Troubleshooting: Onsite as well as remote troubleshooting (via phone/internet).

Soft Skills

Interpersonal Skills: Recognized as diplomatic and customer-focused. I

communicate in terms customers relate to while also having knowledge and
experience to communicate with more technically orientated individuals.
Work Ethic: Honest, diligent and self-motivated. Integrity is important to me.
Management / Organizational: As Sr. Manager of a technical support
department I managed approximately thirty individuals comprising four
separate teams. My department was frequently identified as the most
successful within our organization. Experienced in evaluating, developing and
implementing processes, procedures, and reports. In many cases, procedures
I developed were adopted across the organization.

Career History
Senior Customer Success Manager: Cengage Learning; January 2007 -
September 2016; Boston, Massachusetts (Working Remotely)
Provided Training for customers and employees with a wide variety of
products and platforms (MindTap, CNOW, Aplia, turnitin, OWLv2, SAM, iLrn,
Blackboard, Canvas, Desire2Learn / BrightSpace, Moodle, are some
examples). Trainings ranged in type from one-on-one to large group sessions.
Provided Sales Support via software presentations, collaborative meetings
with customers / potential customers.
Provided Product Support to customers experiencing issues.
Senior Manager of Technical Support: Lunar Logic; March 2003 - August 2005;
Eugene, Oregon
Ensured that my teams provided Positive Customer Service and Support for
the global customer base of the Thomson Publishing group.
Developed and Implemented a Proactive, Outbound Call Program to gather
information from primary / high-profile customers for the purpose of product
and service improvements.
Provided Training for New Employees within the company (software
developers, sales, IT, and upper management) to get them more familiar with
our primary product (CengageNOW).

Customer Support: The American Education Corporation; April 2002 - March

2003; Oklahoma City, Oklahoma
Provided Technical Support for schools and individuals using the A+LS
(Advanced Learning System) software.
Because of my knowledge and familiarity with this software I was asked to
participate in a broader fashion. A portion of my evolving role consisted of
Consulting with Customers in order to determine optimum ways in which to
use the software.
Provided Customer Training via telephone, Internet, and onsite.

IT Support: Tutor Time Learning Centers; May 2001 - April 2002; Phoenix,
Arizona
Provided Technology Support for thirteen Phoenix area nursery schools.
Participated in Collaboration with the owner of the company in developing
marketing materials and presentations.
Provided Training for staff, faculty, and students regarding the use of
computer workstations and software (including MS-Office products, and
student tracking software).

Network and Lab Support: Electronic Learning Environments (ELE, part of the
Menta Group); September 1996 - May 2001; Naperville, Illinois / Arizona Office
Provided Network and Workstation Support to three Phoenix-area schools, as
well as business offices, for Southwest Education Center. It was necessary to
be familiar with networks (Novell and NT), hardware (routers, hubs, and
servers), peripherals (printers, scanners, digital projectors, and digital white
boards), software (MS-Office, graphics & desktop publishing) and operating
systems (Windows, DOS).
While with ELE I was asked to visit Illinois and Washington schools, as well as
administration offices, where I Developed a Lab Manager Training Program.
This project involved collaborating with students, faculty members, and school
psychologists.
Developed a Number of Documents and Procedures that were adopted
across the organization.

Willing to relocate. Willing to travel.

References provided upon request.