Jimmy McColery

Customer Education Trainer

• Carried a named training territory for the West Region excluding California throughout the Trainer role, spanning three customer tiers: 20+ Tier 1 academic and public library accounts (proactive outreach and planned training engagements; an account load equivalent to the Mountain West / Pacific Northwest CSM territory that followed, across a substantially larger geographic footprint), roughly 40 Tier 2 accounts (reactive private training on request), and 100+ Tier 3 and untiered accounts (directed to self-service learning resources).
• Territory scope included training-led adoption and enablement across the full ProQuest Content Solutions portfolio alongside EndNote: ProQuest One Academic, Academic Complete, Academic Video Online, ProQuest Dissertations & Theses Global, ProQuest Central, ProQuest Ebook Central (including perpetual purchases, DDA, and Short-Term Loan models), ProQuest Digital Collections, ProQuest News & Newspapers, ProQuest Government Documents, O’Reilly for Higher Education, and RefWorks.
• Hosted 13 public webinars and 22 private training sessions worldwide, exceeding the 95% satisfaction goal.
• Redesigned essential-level EndNote 21 training into a replicable 3-part webinar series (30 min each) usable by any global trainer.
• Redeveloped the EndNote LibGuide; it became the #2 most-used resource on the ProQuest LibGuides platform.
• Built and delivered an internal EndNote cross-training curriculum, enabling newly onboarded trainers to work independently.
• Covered sessions for North American and LATAM colleagues with short notice.
• Named EndNote Product Champion for the training team in 2023, responsible for training materials accuracy, LibGuide maintenance, and go-to-market readiness; the role continued, adding RefWorks, on the CSM team.
• Contributed to a team Development Day focused on improving public webinar titles and engagement, collaborating with global colleagues to identify characteristics of effective session titles and building a shared repository of ideas to raise the quality and discoverability of the team’s public training calendar.

Customer Education Content Developer

• Designed, developed, and maintained instructional content for the full EndNote suite (X9/20/21, Online, Click, iPad/iPhone), applying the ADDIE model across a five-year global content lifecycle.
• Delivered blended learning solutions combining live webinars, recorded video, and self-paced eLearning modules to serve diverse academic audiences worldwide.
• Fulfilled private training requests from customers in European, Asia-Pacific, and Australia/New Zealand markets several times annually, covering sessions outside primary North America scope with manager approval when no other trainer was available to serve the request.
• Translated needs analyses and product specs into curriculum, course designs, and go-to-market training content aligned to specific audience goals.
• Coordinated with SMEs during software release cycles to ensure accurate, on-schedule training content.
• Managed version control and content review cycles for an evolving global instructional library.
• Proposed and initiated a goals-based redesign of the EndNote 20 Learning Portal to improve discoverability for global users.
• Delivered Technology Showcase presentations at the Medical Library Association’s annual conference in Chicago (2019, “EndNote: More than Just a Reference Manager”) and New Orleans (2022, “Clarivate – What’s New with EndNote”), representing Clarivate to the medical library community on retraction alerts, Web of Science integration, and new product features.
• Co-presented with DistillerSR at MLA 2021 Virtual on complementary EndNote and DistillerSR workflows for systematic literature reviews; the joint session was co-authored into a published blog post.
• Supported high-stakes VIP pre-sales engagements by joining Sales colleagues on live customer calls to deliver custom EndNote demos and field complex technical questions in real time; approximately a dozen such calls across the late Technical Support tenure and throughout the CECD period, sanctioned out-of-scope due to the depth of product expertise required.
• Product subject-matter expert for the U.S. Global Business Center’s EndNote sales certification (2020): updated the certification guide and its product-knowledge checklist, wrote a 32-question customer-qualification list and 11 assessor questions, built the 22-slide demo deck, scored the first live certification demo, and advised on the walk and run phases of the sales team’s crawl/walk/run tiering.
• Independently designed and launched Clarivate's paid private EndNote training program: a commercial offering of four standard lesson plans ($500/session, 25-attendee limit) and a suite of custom training options including train-the-trainer sessions, specialized reference guides, self-guided eLearning modules, and scripted instructional videos; reviewed by management and approved as both a revenue-generating product and a strategic tool for converting lower-spend customer requests into a paid service.
• Led private training sessions for enterprise customers spanning Fortune 500 pharmaceutical companies, federal research agencies, military medical research, and R1 academic medical centers.
• Managed the EndNoteTraining YouTube channel as sole administrator: content publishing, comment moderation across a global user base, monthly analytics reporting to Marketing and Product leadership, and full rebrand execution across the video library during the Thomson Reuters to Clarivate transition.

Technical Support Representative VI

San Francisco, CA

• Primary escalation contact for all departments, owning every case in the escalation queue: software, hardware, and connectivity issues for EndNote, EndNote Online, and Reference Manager via email, live chat, and phone.
• Promoted from Technical Support Representative III (held since April 2006) to Technical Support Representative VI at the transition to Clarivate Analytics in November 2016.
• Tier II support for global EndNote distributors, keeping resolution quality consistent across international partner networks.
• Supported enterprise customer deployments at R1 universities, academic medical centers, pharmaceutical companies, and government research agencies: institutional site licenses of hundreds to tens of thousands of seats, regularly coordinating with customer IT administrators on institutional SSO (Shibboleth, OpenAthens), MSI-based volume license deployment, and research-environment compliance contexts.
• Technical liaison for EndNote Sales meetings.
• Supported EndNote’s social media escalation process as Marketing’s tools changed: answered escalated technical posts (EndNote Community page, Facebook, Twitter), served as the support liaison for Marketing’s technical questions, and covered the brand accounts during colleagues’ absences.
• Selected July–August 2018 to travel to Clarivate’s Centers of Excellence in Hyderabad and Chennai to transfer 17 years of EndNote institutional knowledge to the incoming India-based support team, the second of two long-distance knowledge transfer assignments that bookended the full Technical Support tenure.
• Maintained active relationships with product and engineering to feed structured issue documentation and reproduction steps into the quality improvement process.
• Served as Wellbeing Champion for the San Francisco Bay Area region, supporting employee engagement in corporate wellness initiatives.

Technical Support Representative

Berkeley, CA (2001–2004) · San Francisco, CA (2004–2016)

• Front-line and escalated support for EndNote, EndNote Online, Reference Manager, ProCite, RefViz, and Reference Web Poster across 15 years, averaging roughly 10 to 20 cases a day across email, live chat, and phone, and handling the full range from quick questions to highly technical recurring issues across email, live chat, and phone.
• Built and maintained the internal and customer-facing knowledge base for the full product family: authored and rewrote user manuals and training documentation through multiple major releases, platform migrations, and OS updates.
• Administrator of the EndNote user forum on the Lithium community platform from its 2008 launch: proposed all forum names and topics for manager approval, configured the platform, filtered spam daily, answered questions, resolved account issues, and integrated the knowledge base through the platform’s limited iframe embeds.
• Continued supporting legacy ProCite and Reference Manager users long after official support ended, guiding smooth migrations to EndNote.
• Logged defects in Bugzilla and Jira with reproducible steps, feeding structured reports directly into the product engineering cycle.
• Quality Monitoring Project: co-produced the official EndNote call guidelines that every support agent was scored against for 5+ years; took part in CSAT calibration sessions with QA and the support manager, independently scoring randomly selected customer calls, then reconciling scores in group discussion.

Customer Support

Berkeley, CA

• Handled incoming customer calls and emails for EndNote, Reference Manager, and other ISI ResearchSoft bibliography management products, resolving order questions, processing requests, and routing technical inquiries.
• Processed orders, ran credit card batches, managed accounts receivable, coordinated UPS shipments, registered serial numbers, and maintained FileMaker databases for customer and inventory tracking.
• Led a warehouse consolidation project to clear outdated product inventory and reduce order processing errors following the ISI ResearchSoft acquisition by Thomson Corporation.
• Selected to travel to ISI’s Philadelphia headquarters in August 2001 to train the parent company’s customer service team on EndNote order entry and support workflows as the Berkeley office consolidated, the first of two long-distance knowledge transfer assignments that would bookend the full Technical Support tenure; offered and accepted a promotion to Technical Support Representative upon return.