I provide product knowledge and client community support at Springshare, a software-as-a-service company with apps designed specifically for the needs of libraries. • Creates and updates knowledgebase FAQs to ensure they are accurate, thorough, consistent, clear, digestible and engaging, while anticipating user needs with helpful connections to related topics but not overwhelming them with unnecessary detail• Interacts with clients in the Springshare Lounge, our online community forum, answering questions and providing guidance for Springy tools• Reviews client feature ideas and matches them up with in-process issues and requests, keeping the status up to date in the Lounge for our clients • Answers questions via email with custom screenshots and videos for Tier 1 Customer Support. • Troubleshoots and gathers info for escalation to developers• Provides one-on-one client assistance via Zoom

I provided Tier 1 customer and tech support for Springshare. I specialized in LibCal, LibAnswers, LibStaffer and LibWizard.• Answered questions via email with custom screenshots and videos• Provided one-on-one assistance via Zoom• Troubleshooted and gathered info for escalation to developers• Considered and advocated for feature requests with project managers• Created and updated knowledgebase FAQs

As librarian,• Answered research, tech troubleshooting and readers' advisory questions in person and over the phone, text, email and chat• Taught classes, led tours and performed off-site outreach• Created and coordinated video content for APL+• Created book lists and physical and digital displays (APLTV)• Curated and created lesson plans for a digital inclusion curriculum• Assessed the print collectionAs supervisor,• Supervised four junior librarians. Provided coaching, reviewed time sheets, updated the schedule to ensure service point coverage and did performance reviews• Audited reference transactions, FAQs, information guides and other content produced by reports to monitor accuracy and provide feedback to elevate effectiveness• Served as hiring manager and onboarder-in-chief for three positions• Created comprehensive New Reference Librarian Training Guide with responsibilities, expectations, checklists and more, for use by me and other Reference supervisors• Handled patron complaints and inappropriate behaviorAs tech liaison,• Served as a critical communication bridge between the IT division and front-line staff and end-user customers so our IT crew better understands our needs and how staff and customers use technology in practice. My work facilitated positive, confident technology experiences for staff by providing them timely, targeted and coherent updates that helped them do their jobs effectively without overwhelming them • Provided technology training and on-the-fly guidance for staff, from setting up Google Meet in our public meeting rooms to using ebooks on devices• Created documentation for training and troubleshooting• Worked with the Electronic Resources Librarian to keep abreast with database and app rollouts and revamps; evaluated potential new databases and beta versions of existing library products; reported product errors internally and directly to vendors and made recommendations

I was a reference librarian at the Librarian II level at Faulk Central Library in downtown Austin, Texas.• Answered research, tech troubleshooting and general library logistics questions in person, over the phone, through email and via chat• Taught classes, led tours and did off-site outreach for library promotion and education• Launched the class Tech Toy Time for helping customers download library eBooks to their devices and developed staff training guide for implementing the program system-wide• Created and updated library FAQs (using LibAnswers software) with customer-friendly language and screenshots• Developed how-to and style guide for making attractive, consistent, effective LibGuides• Trained staff on how make LibGuides• Created and updated several web pages• Developed the circulating and reference print collections for computers, philosophy, psychology, journalism, library science and publishing, including weeding and purchase recommendations• Created and managed all aspects of a small, non-circulating zine collection• Successfully led proposal team for creating bicycle outreach (a book-bike-mobile) and is presently on the task force to execute the project• Led a team for restructuring the library’s website navigation through its header and footer menus, a project that earned me official commendation (“Above and Award Award”)• Performed with the award-winning Bibliofiles book cart drill team

I performed an array of ongoing and project-based duties for a fully online academic library.• Answered student research questions over the phone and by email• Created online research guides and tutorials• Developed and delivered webinars for students and faculty• Provided virtual dissertation literature review consultations• Traveled nationally to teach one-on-one and large group lectures• Investigated content organization schemes for website restructuring• Planned and conducted user testing to capture user behavior and used this data for website revisions• Investigated standards and developed a comprehensive style guide governing all aspects of library content creation, across all platforms, with an emphasis on link and image accessibility for ADA compliance• Served as faculty outreach liaison for the College of Education and Leadership• Assisted instructional designers with library research for course development• Assessed collection for new program development• Evaluated new databases for content and usability

With this part-time internship, I worked with WNYC's "The Takeaway," a PRI-produced morning radio show that covers news and culture.• Cataloged radio segments into a digital asset management system• Determined appropriate data and cross-referenced authority files • Assigned subject headings and suggested taxonomy improvements

I created 10 guides for Lindell Library using LibGuides software. After the first successful contract, I was immediately offered another and then a third contract a few months later.• Conferred and negotiated with the liaison librarians to determine guide parameters, curriculum focuses and student needs• Researched, selected and annotated relevant and appropriate print and online sources• Determined and developed optimal guide organization and design• Collaborated with other contractors to create a style guide for consistency and quality control

I provided basic and in-depth reference in person and over the phone for the Art + Architecture + Planning Library and the Science and Engineering Library at UBC. (Note, I did not work here during 2008.)

I completed two back-to-back cooperative education work terms at UVic in 2008, helping promote the institutional repository and assisting with information literacy and outreach activities.January - April• Researched and created supporting documents and marketing material for UVicDSpace, including policies, guidelines, FAQs, instructions, and more, both in print and online • Assisted with promotional and educational presentations to faculty• Provided general desk reference service, in person and via phoneMay - December• Created web pages for research literacy and information discovery• Produced and updated print aids (citation style guides, “How to Avoid Plagiarism,” etc.)• Created an online procedural tutorial • Led general and course-specific classroom workshops • Conducted tours for new and prospective students• Provided general desk reference service, in person and via phone