Provided functional and technical support to library staff across the state of Georgia and end users through phone and email; managed cases in issue tracking systemMaintain updated member accounts and information in GALILEO and vendor administration systemsManaged services such as EBSCO Discovery Service, EBSCO Full Text Finder, EZproxy configuration, OpenAthens, Expression Engine; create and update internal documentation and public FAQsCoordinates testing and implementation of GALILEO integrations for LMS including Blackboard of Brightspace by D2L; coordinate updating of Georgia Knowledge Repository with technical staff, vendors, and institutionsCoordinates GALILEO Local Resources Integration program and GALILEO toolbar release, including training of library contactsProduce content for social media and GALILEO news site

Provide excellent and consistent customer service to all USG and non-USG customers.Serve as the single point of contact for USG and non-USG customers via e-mail, self-service, and telephone.Provide first level support for enterprise applications: GeorgiaFIRST Peoplesoft Financials and HRMS, GeorgiaBEST Banner, USG123 (HR Datamart, Financial Datamart, and Academic Datamart).Answer support requests (via telephone, self-service, and e-mail) and track, prioritize, and assign to the appropriate support groups using ITSM (Remedy/Footprints).Offer first level support for GALILEO comments and issues received from K-12, Georgia Public Library System, and USG customers.Offer excellent communication while being a liaison between the customer and ITS support groups

Internationally published freelance professional photographer specializing in live music. Work has been published in Rolling Stone Magazine, Future Music Magazine, SPIN, Paste Magazaine, US Weekly, NME, Pitchfork, and Alternative Press.Maintain site and portfolio at www.deadlydesigns.com

• Helped manage OIT helpdesk.• Provided excellent customer service to all customers.• Solved software and hardware problems for faculty, and staff on UGA computers.• Supported technology in classrooms and PC/MAC labs. • Supported network and local printers.• Helped support a Novell Netware network using iManager.• Kept track of service requests using Remedy Ticketing System.• Provided technical assistance over the phone and e-mail to faculty and staff. • Helped student workers with checkout of equipment (laptops, video cameras, etc.) to College of Education faculty, staff, and students.

• Solved software and hardware problems on student, staff, and faculty laptops.• Managed service calls to troubleshoot and solve campus desktop computer problems.• Solved network issues (on-campus LAN and dial-up) for students and faculty.• Performed hardware repair and installed new hardware on students and faculty computers.• Installed and supported the following: Windows 9x/Me/2000/XP, Microsoft Office 2003, Microsoft FrontPage, as well as school specific software such as Study Works!, MathCad, F-Secure Antivirus software, and Pharos.• Configured students’ wireless network and school e-mail.• Provided instructional assistance when needed to students in Microsoft Office and other applications.• Provided technical support over the phone and via e-mail in our call center.• Developed and edited DVD videos and digital photos of faculty and campus functions.• Designed online software appointment calendar using Smarty & CSS.• Designed online content distribution website using AJAX.• Supported a Windows Domain environment.

• Provided outstanding customer service.• Greeted guests, logged their seating information, answered any questions the guests had about the Walt Disney World Resort, and escorted the guest to their assigned table.• Set up tables and kept serving dishes stocked.