Mark Dellenbaugh Email & Phone Number

Texas, United States

Arlington Tx

As of Jan. 2016 I am the inaugural LOCAL HISTORY & GENEALOGY LIBRARIAN for our system. I am leading a project to digitally preserve rare photos & documents of Arlington's history in partnership with a local museum. I also create & deliver engaging local & family history programming such as • http://arlingtonlibrary.org/YourStory and• http://morelibrary.org/program/1560/hands-learning-online-genealogy-resourcesAs STAFF TRAINING & DEVELOPMENT LIBRARIAN (Jan. 2014 - Dec. 2015) I was dedicated to building a culture of customer service excellence. I created a schema of 33 competencies identified as essential in this specific service environment. For each of 6 clusters, I developed & deployed training (in various forms such as presentations, checklists, role-playing exercises, facilitated conversations, etc.) in large group settings & one-on-one. My training approach emphasized mindset/attitude as well as technique/skills to impart both the "why"​ & the "how-to."Developed an Expert Badge program to encourage & recognize excellence. With subject-matter experts, I developed certification standards to rigorously assess the capabilities of candidates. Those who pass with flying colors earned an Expert Badge signifying outstanding performance & ability.While USER EXPERIENCE & SOCIAL MEDIA LEAD (July 2010 - Dec. 2013), I was responsible for the total user experience of the library system across all digital/mobile/virtual customer touchpoints including our social networking, downloadable media & eBook initiatives.Serving as LIBRARIAN III FOR ADULT SERVICES (March 2009 - July 2010) I managing a team of reference librarians & paraprofessional reference assistants while coordinating adult services system-wide. I get to be a detail-oriented spreadsheet technocrat, a big-picture, next-generation thinker, a customer-service excellence fanatic, & a well-rounded, well-read, information expert!

Austin, Texas Area

• Rapidly ramped up on four industries (financial services, network marketing, insurance & wireless) - on each occasion digesting hundreds of pages of analyst reports, journal articles & blog posts in a matter of days• Prepared competitive evaluations that rated websites against 14 customer experience attributes• Participated in strategy formation, including drafting a presentation given to C-Level leaders of a Fortune 500 company• Conducted stakeholder interviews with key executives in multiple client organizations• Created a presentation outlining key strategic opportunities for a top computer hardware manufacturer

Sarasota, Florida Area

• Established & managed the user experience team — a multidisciplinary team focusing on UX strategy, interaction design, information architecture, visual design, user research, and usability analysis• Developed research strategies & incorporated results from user research, prototyping, and usability studies into successful UX design• Determined cognitive models, metaphors, guides, and other information structures underlying the user experience • Proactively participated in full product development lifecycle, from concept to requirements definition, to development of best-of-breed user interface design, to on-going monitoring & evaluation of customer satisfaction• Monitored industry trends in such areas as web 2.0 service delivery models, “architectures of participation,” user-created content, mashups, RSS, podcasting, & social networking

Austin, Texas Area

• Led numerous projects & supervised project teams• Managed project tasks from client & stakeholder communication to planning & scheduling resources• Tested websites & applications for accessibility & created compliance remediation strategies• Invented a system & method to provide progressive disclosure of user assistance information in multiple levels of detail allowing the user to easily get all of the relevant information through one seamless & continuous set of actions (http://tinyurl.com/2skdhs)• Conducted heuristic usability evaluations & competitive website reviews• Proposed website revisions, ranging from modifying top-level navigation & global information structure, to improving link & label terminology, to line editing content page-level content for enhanced readability & findability• Designed compelling & intuitive user experiences on IBM’s PartnerWorld & eServer sites • Recruited & organized exhibits for a usability conference

• Determined functionality & drove the user experience for new personalized enterprise portal (B2E)• Researched & evaluated third party portal products as part of build/buy analysis• Provided thought leadership through an influential report outlining a user experience strategy for the enterprise portal focusing on issues content producers needed to master in a portal environment, such as customer-focused information architecture, user-centered design methods, role-based task-oriented navigation & single sign-on authentication

Round Rock, Tx

• Served as a usability consultant for Dell’s industry-leading Human Resources Information Management (HRIM) department on employee self-service (ESS) and manager self-service (MSS) web-based application development• Based on usability testing & card sorting techniques, developed a new channel for employee information, “You and Dell,” designed with a flat hierarchy which brought destination pages up to 14 clicks closer to users• Devised a help strategy for web-based applications that embeds all necessary documentation in the interface• Advised web site administrators on the structure, organization & effectiveness of their content• Helped brainstorm & plan an internal entrepreneurial project to create a corporate portal featuring role-based, task-oriented navigation and a personalized information delivery model

Austin, Texas Area

Ma, Early Modern European Social History

Social impact of the Reformation, Conrad Grebel & the early Anabaptist movement, Critical Theory, Social Anthropology

Mlis, Library & Information Science

Emphasis on public libraries, reference services, & library administration.

Ba, History, Classics Double Major

Activities and Societies: College Life, Classics Club

Education record

Education record