Poe Stewart

Experienced Technical Support Professional and Creative Problem Solver

Work Experience

College of Idaho, Caldwell, ID
Director, Outdoor Program and Cascade Wilderness Experience | 11/2018 – Present
  • Direct all operations of the College’s Outdoor Program, including weekly recreational trips, a gear rental shop, and orientation trips, campus events
  • Recruit, train, and supervise a rotating team of student Trip Instructors who lead the majority of program trips, ensuring consistent safety standards and quality despite annual turnover
  • Help Instructors plan and execute over 30 trips per year serving more than 400 students, expanding access to outdoor recreation for the campus community
  • Oversee program budget, gear inventory, and equipment maintenance for program and rental shop.
  • Develop and enforce risk management protocols, emergency response plans, and Wilderness First Responder-level safety standards.
  • Lead the Cascade Wilderness Experience, a multi-day camp based program for incoming students.
Pingman Tools, Boise, ID — Service Team Supervisor
11/2018-PRESENT
  • Manage, evaluate, and train a team of technical support personnel
  • Provide direct customer support and review and resolve escalated customer issues
  • Continually improve support processes to meet company metric goals around first response time, first contact resolution, and response quality. 
  • Led team to achieve 85% First Contact Resolution rate with an average response time of less than 3hr across all tiers of tickets. 
Wayfinding Academy, Portland, OR — Senior IT Support Specialist and Student Advisor
7/2016 – 10/2018
  • Managed technical support for staff and students, including hardware, software, peripheral, and network support
  • Managed the online student portfolio/LMS platform and administered Google G Suite for Education for all students and staff
Northwest Outward Bound School, Portland, OR — Instructor, Course Director, and Development Associate
1/2013-6/2016
  • Directed and instructed outdoor character building courses
  • Developed complex 100+ page organizational website
  • Migrated fundraising data systems to SalesForce platform
  • Designed and created promotional materials for donor outreach
Aisle 7/ Healthnotes, Portland, OR — Quality Assurance Engineer, Senior Technical Support Specialist
8/2007-1/2013
  • Developed and executed tests to assess functionality, performance, reliability, stability and compatibility of all software prior to release.
  • Led team of Technical Support Specialists supporting both desktop and web-based  applications
  • Facilitated all web-based customer content integrations using variety of programming  languages (PHP, ASP,  VB.net, C#, and Cold Fusion) with our REST API
  • Awarded Customer Service Award in 2009 & 2010



SKILLS

  • Leadership and Supervision: hiring, staff training, mentoring, team management, performance coaching
  • Program Management: trip planning, logistics, scheduling, event coordination, program development
  • Risk Management and Safety: emergency response, safety protocols, wilderness medicine, incident reporting
  • Outdoor Leadership: backcountry travel, group facilitation, route planning, technical skills such as backpacking, climbing, whitewater rafting and, skiing.
  • Operations and Budgeting: inventory management, equipment maintenance, budget oversight, vendor relations
  • Student Engagement: youth and young-adult development, experiential education, community building
  • Communication: cross-department collaboration, marketing and promotion, participant orientation

RELATED EXPERIENCE

Civicplatform.org, Portland, OR Project Manager – Disaster Resilience Team
9/2017 – 6/2018

  • Managed a volunteer team creating software to support disaster resilience. 

EDUCATION

Prescott College, 2006.  Bachelor’s Degree  in Experiential Education                                 

Portland State University, 2010.            M.Ed. in Adult Education                           
Scrum.org, 2017
Certified Professional Scrum Master

Hack University, 2017
Project and Product Management Course

Leaders Who Coach, 2019 Certified Mentor

About Poe

Learn more about me and what I like to spend my time doing

About me

Experienced Information Technology Specialist passionate about creative problem solving and experiential education. From backpacking to information technology solutions, I love finding ways to refine and improve processes to make them the best that they can be! 

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