Jimmy McColery

Customer Education Content Developer

• Designed, developed, and maintained instructional content for the full EndNote suite — 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 — sessions outside primary North America scope, covered 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 and directly preceded a formal Clarivate/Evidence Partners channel partnership announcement.
• 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.
• Designed and administered a tiered (crawl/walk/run) EndNote product certification program for the U.S. Global Business Center sales team — updated the certification guide, created 30+ scenario-based customer qualification questions, wrote 11 assessor questions, built a 22-slide curated demo deck, contributed to the certification scorecard rubric, and served as primary subject matter expert and assessor for the first live certification.
• 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.

Technical Support Representative III → VI

Berkeley, CA (2000–2004) · San Francisco, CA (2004–2018)

• Served as primary escalation contact for EndNote, EndNote Online, and Reference Manager across email, live chat, and telephone.
• Provided Tier II support for global EndNote distributors, maintaining consistent resolution quality across international markets.
• Served as technical liaison for the EndNote Sales team on high-stakes VIP pre-sales calls from approximately 2015 onward — joining Sales colleagues to deliver live custom demos and field complex technical questions in real time, sanctioned out-of-scope due to the product depth required.
• Served as one of two reviewers responsible for final KB article approval before publication, maintaining a personal monthly creation and update quota.
• Authored custom workflow documentation from escalated cases, reducing repeat contact volume across the support team.
• Contributed to user manual development through content review, editorial decisions on scope and inclusion, and standardizing product terminology — a foundation that directly informed the formal content development role that followed.
• Documented software defects in Bugzilla and Jira, providing structured, actionable bug reports to engineering.
• Selected at 19 to travel to ISI’s Philadelphia headquarters to train the parent company’s customer service team on EndNote order entry and support systems following Berkeley’s post-acquisition consolidation — the first of two cross-continental knowledge transfer assignments that would bookend the full support tenure.
• Selected to travel to Clarivate’s Centers of Excellence in Hyderabad and Chennai (July–August 2018) to transfer 18 years of EndNote institutional knowledge to the incoming India-based support team.
• Contributed to the Quality Monitoring Project to develop and calibrate company-wide customer contact review guidelines, ensuring consistent application across the support team.
• Served as Wellbeing Champion for the Bay Area region (2016–2018), supporting colleague wellbeing initiatives during the transition to Clarivate Analytics.
• Promoted directly from Level III to Level VI, a multi-level advancement recognizing sustained expertise and seniority.