Lynn Skidmore
Tucker,GA
Summary
Dynamic professional with extensive leadership experience in product management and customer service. Specializes in translating complex business requirements into actionable deliverables, ensuring high customer satisfaction. Proven management of the product lifecycle, from concept and documentation to quality control and release.
Overview
20
20
years of professional experience
Work History
Software Support Manager
DVIDS
08.2020 - Current
- Engineered standardized pathways for tier I and II tickets, prioritizing based on urgency and complexity to streamline resolution.
- Promote high customer satisfaction by providing knowledgeable solutions through empathetic listening.
- Conduct quality control and track delivery completion for all projects.
- Facilitate daily team check-ins and twice-weekly development demos to maintain progress transparency.
- Manage end-to-end lifecycle development, documented requirements, and divided work into deliverables to ensure project clarity.
- Guided U.S. military personnel and government agencies through DVIDS ecosystem, providing tailored training plans and actionable insights.
Tier II Technical Support | CMS
DVIDS
04.2016 - 08.2020
- Achieved 98% on-time performance by consistently exceeding SLA response times.
- Attained 96% ticket close rate while maintaining 92% customer satisfaction.
- Served as primary contact for technical support, streamlining ticket resolution processes for faster issue resolution.
- Managed service desk ticketing system (JIRA/Confluence), handling 5,500 tickets annually.
- Managed customer calls, ensuring effective and timely resolution of inquiries and issues.
- Guided customers on product usage, improving overall service experience and user satisfaction.
- Collaborated with staff and customers to identify pain points and improve processes.
- Delivered improvement concepts to stakeholders based on customer feedback.
Digital & Creative Communications
DVIDS
08.2009 - 04.2016
- Leveraged media relations expertise to distribute military content through 500+ nationwide outlets.
- Ensured consistent brand messaging across high-profile media platforms, reinforcing brand integrity and recognition.
- Maximized product visibility and reach through targeted media integration strategies, driving audience engagement.
- Executed strategic product positioning to align media narratives with Department of Defense objectives, enhancing communication effectiveness.
Development Director
Atlanta Animal Alliance
01.2006 - 09.2009
- Secured corporate sponsorships from Fortune 500 companies, significantly boosting event funding.
- Directed PR, marketing, and fundraising efforts for Atlanta Walk/Run for Animals, increasing community engagement and support.
- Managed event logistics, coordinating contracts and volunteers to ensure seamless execution.
- Streamlined operations through effective database management and team training initiatives.
Media Relations Specialist
CNN
09.2006 - 08.2009
- Functioned as a strategic liaison for all headline news programming, delivering daily briefings to executives and producers for content alignment with standards.
- Coordinated acquisition of credible eyewitnesses for breaking news coverage, enhancing the quality and reliability of information presented in the newsroom.
- Analyzed and synthesized audience and production data to generate actionable insights for programming direction.
- Led department as appointed team leader, fostering collaboration and driving performance.
- Implemented voice systems for HLN's dayside, streamlining live call management and enabling voicemail for on-air consideration.
Education
B.A. - Public Relations
Georgia State University
Atlanta, GACertified Scrum Master -
Georgia Institute of Technology
Atlanta, GAMilitary Scrum Master -
Centers for Adaptive Warfighting
Product Management Certification -
Sequent Learning Networks
AWS: Cloud Practitioner Certificate -
Skills
- Product management methodologies
- Requirements gathering
- Product discovery
- Product adoption strategies
- Cross-collaboration communication
- Senior advisory
- Jira proficiency
- Confluence expertise
- Slack communication
- RapidR knowledge
- Security clearance
- Customer advocacy
Websites
Personal Information
Title: SOFTWARE SUPPORT MANAGER
Education And Certificates
- AWS: Cloud Practitioner Certificate
- Product Management Certification, Sequent Learning Networks.
- Military Scrum Master, Centers for Adaptive Warfighting
- Certified Scrum Master, Georgia Institute of Technology
- B.A. Public Relations, Georgia State University
Timeline
Software Support Manager
DVIDS
08.2020 - Current
Tier II Technical Support | CMS
DVIDS
04.2016 - 08.2020
Digital & Creative Communications
DVIDS
08.2009 - 04.2016
Media Relations Specialist
CNN
09.2006 - 08.2009
Development Director
Atlanta Animal Alliance
01.2006 - 09.2009
B.A. - Public Relations
Georgia State University
Certified Scrum Master -
Georgia Institute of Technology
Military Scrum Master -
Centers for Adaptive Warfighting
Product Management Certification -
Sequent Learning Networks