Lauren Freeman
Deltona
Summary
Technical Support Senior Associate at Girls Who Code with expertise in staff and partner training, Salesforce, and Learning Management Software (LMS). Developed a searchable Technology Knowledge Base, improving operational efficiency and enabling effective webinars. Proficient in cross-functional collaboration, committed to promoting professional development and driving innovation.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Support Senior Associate
Girls Who Code
New York
08.2022 - 04.2025
- Lead technical support for over 100 internal staff, 130 seasonal staff, 4,693 clubs, 73 summer programs, and corporate partners, ensuring timely issue resolution
- Planned, created, and facilitated Tech Team Office Hours, a bimonthly webinar series addressing internal stakeholders’ technical concerns, professional development, and communication gaps
- Collaborated with subject matter experts to develop, deliver, and track remote training sessions on Salesforce, Contentful LMS, HQ, TalentLMS, and HQ Admin for 100+ staff members
- Analyzed webinar performance data to identify areas for improvement
- Partnered with internal teams (Marketing, Tech, Operations, Legal, Finance) to support the successful marketing, delivery, and compliance of webinars
- Developed the first searchable Technology Knowledge Base with over 100 articles to streamline IT operations and reduce support response times
- Coordinated and presented research on internal AI chatbot functionality, providing insights to guide product enhancements
- Utilized SQL to investigate and resolve database issues in HQ, ensuring data integrity and system reliability
- Created and maintained engaging learning content on HQ using Contentful LMS
- Presented program report summaries and analysis to internal stakeholders to enhance cross-functional collaboration
- Contributed to special projects and cross-functional initiatives that advanced staff education and professional growth
Product Support Associate
Girls Who Code
New York
06.2021 - 08.2022
- Authored 30+ Zendesk FAQ articles for HQ and Club HQ, utilizing user friendly language
- Supported internal and external users, addressing queries about the hq.girlswhocode.com platform, integrated tools, and internal databases
- Collaborated with DataArt (international developer team) to optimize platform functionality
- Authored 10 feature articles about HQ for diverse external audiences
- Collected and analyzed user feedback from 500+ survey responses, conducting 5 remote interviews to inform product development
- Managed slide deck presentations and quality assurance reviews for development for hq.girlswhocode.com
Curriculum Designer
The Nickelson Project
Orlando
06.2020 - 09.2021
- Authored three self-guided curriculum to support caregivers of children with special needs.
- Collaborated with the project director to define and refine curriculum scope and content.
Educator II
Orlando Science Center
Orlando
08.2015 - 08.2020
- Used audio/video scripting for remote programs, ensuring high-quality content delivery
- Authored 50+ technical curricula for educational programs delivered by experienced instructors
- Managed 200+ youth volunteers and college interns for in-service hours
- Documented SOPs for the STEM Discovery Center, keeping them up-to-date with evolving processes.
- Managed Mac/PCs, device controllers (drones/robotics), and audio/video equipment for educational programs
- Developed a new supply request system on Excel, reducing annual costs for two consecutive years.
- Created and presented engaging technical presentations for summer camps, classes, and professional development workshops
- Facilitated long-term professional development for over 30 Central Florida educators, enhancing STEM pedagogy through grant-funded initiatives
Intern
Seminole County Public Schools
Orlando
08.2013 - 02.2014
- Delivered math, science, and language arts instruction to middle school students
- Analyzed test data
- Provided regular updates to caregivers about student progress
Tutor
A+ Tutoring
Oviedo
08.2011 - 08.2012
- Tutored students on the autism spectrum in core subjects
- Collaborated with caregivers to create personalized plans for student progress
Education
Bachelor of Interdisciplinary Studies - English, Human Behavior, and Education
University of Central Florida
Orlando, FL01.2015
Skills
- Salesforce and Zendesk
- Jira and Confluence
- Alchemer and Campaign Monitor
- Happy Fox support
- Craft CMS and Contentful
- HTML, CSS, and JavaScript
- SQL
- Microsoft Office Suite
- Google Workspace applications
- Trello project management
- Debeaver database management
- Drones, 3D printing and robotics equipment
Certification
- Certified Salesforce Associate
Timeline
Technical Support Senior Associate
Girls Who Code
08.2022 - 04.2025
Product Support Associate
Girls Who Code
06.2021 - 08.2022
Curriculum Designer
The Nickelson Project
06.2020 - 09.2021
Educator II
Orlando Science Center
08.2015 - 08.2020
Intern
Seminole County Public Schools
08.2013 - 02.2014
Tutor
A+ Tutoring
08.2011 - 08.2012
Bachelor of Interdisciplinary Studies - English, Human Behavior, and Education
University of Central Florida
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