Mike Costello: in Deerfield, New Hampshire

Wrote, edited, and published SEO-driven evergreen content (including but not limited to best practices articles and vendor listicles), news roundups, and event promotion pieces using a CMS (WordPress). Edited and published contributed content/thought leadership pieces from cybersecurity field experts and C-suite executives. Conceptualized and pitched industry expert roundtable webinars to public relations firms— coordinating with the firms to secure and schedule panelists. Published a weekly LinkedIn newsletter and maintained a social media presence on Twitter/X and LinkedIn Showcase pages by sharing published articles and promoting web events. Established and maintained a repertoire with PR firms for ongoing contributed content submissions and vendor news announcements.

Created (writing and filming) and edited customer-facing training videos and support documents. Provided photography for marketing rebranding. Provided training and mentorship for new hires. Upheld a leadership role in the absence of the manager. Provided live cloud-based software training conducted through Google Meet. Provided product support by email and phone. Serve as a primary point of contact for customers with questions and/or warranty claims. Diagnosing, testing, and troubleshooting software and hardware issues. Provide product tutorials and guides for field repair.

Created and edited customer-facing training videos and documents. Provided product support by phone, email, and live chat. Provided training and mentorship for new hires. Serve as a primary point of contact for customers with questions and/or warranty claims. Diagnosing, testing, and troubleshooting software and hardware issues. Provide product tutorials and guides for field repair. Coordinated with third-party field service companies and assisted technicians by phone to ensure successful repair and customer satisfaction. Assisted third-party technicians with installations, troubleshooting, and field repairs. Sold parts for repair to customers out of warranty, and provided installation guidance. Maintained records of parts purchased, opened repair cases, and kept client info up to date. Conduct proactive client outreach to ensure satisfaction, adoption, and engagement with new features or workflows.