About Jennifer

I am most commonly found using the handle “@dearjenna” across the internet. I am 26 years old, married, from the South and living in the Pacific Northwest.

I hold a position with the Twitter handle @XboxSupport where I provide technical support and give Xbox-related advice to community members across Xbox Live. Along with this position, I am a freelance writer and designer.

I am published under both names Jennifer Gleason (maiden) and Jennifer Sheffield. Due to my English degree, I am a fan of art, layout design, AP style, stylebooks of any kind really, finding newsprint all over my hands for no reason and leaving out the Oxford comma.


Education:

Bachelor of Arts, in English (emphasis in print journalism)
Valdosta State University, class of 2013

Work:

Elite Community Support Analyst for Xbox Community Support
@XboxSupport
Microsoft, via VMC Consulting, June 2014 – August 2015
Microsoft, via Affirma Consulting, August 2015 – Present

  • Tweet under the chops “^JP” for @XboxSupport on Twitter, providing technical and gaming support to the Xbox Live community.
  • Assist in leading the evening shift of the Twitter team – coaching, training and leading agents.
  • Communicate with partners and escalating internal issues.
  • Organize and curate training documentation for the team.
  • Accountability for personal and team-wide KPI.
  • Work to maintain communication between internal partners and monitor vital service information.

Co-Creator and Editor
http://community.xbox.com/blog
The Community Blog, Xbox Community Support
Microsoft, April 2016 (launch) – May 2017

  • Created the blog alongside coworker Savannah Harrison.
  • Created content under the community byline “Misses Apple,” some content originally attributed as “Xbox Ambassadors”.
  • Facilitated graphics, interviews and outreach through the Xbox Ambassadors Program for the purpose of the blog – with internal partners and community members internationally
  • Educated the Xbox Ambassadors Program community members about developer updates, announcements, spotlights of notable members and interviews with Team Xbox members.

Co-Personality and Creator
http://soundcloud.com/wwdpod
Within Walking Distance, podcast
April 2017 (launch) – Present

Freelance writer, editor, designer
Ongoing

Editor-in-Chief, The Spectator
Valdosta State University, May 2013 – December 2013