o Designs and develops webpages and documentation for a wide variety of software products used by academic and public libraries. o Proficient in MindTouch and Adobe AEM for creating web content as well as JIRA and Confluence for internal documentation and tracking.o Partners with internal teams to proactively identify opportunities for improvement to the documentation based on product and member feedback. o Integral in implementing the Knowledge-centered service (KCS) process between the documentation and customer support teams which improves internal documentation and aids in reducing the length of customer service tickets. o Migrated product documentation from three different platforms to one while keeping the content current to the public and improving the process for developing our online help.o Created the translation process for our product documentation and continues to oversee and manage the ingestion and translation of materials for non-English language help sites using the Smartling GDN.

o Answers new incoming support requests over a wide range of products, including Connexion, Tipasa™ and a specific expertise in the WorldShare Management Suiteo Uses many support tools, including the Microsoft product suite, SnagIt, and Webex to proactively engage with members to effectively understand and research their specific issues in order to relay a concise and accurate answer. o Continuously attends trainings on new product features to ensure knowledge of the product is current and detailed

o Analyzes and documents past and present requests made by external researchers for data and services from OCLC Research o Works with researchers and internal OCLC staff to clarify and adequately describe the project and the requested datao Guides the applications through the approval and legal processes to supply the researcher with the desired information or serviceo Catalogs reports and articles written by OCLC Research staff

-Processes and sorts returned materials accurately and efficiently-Retrieves reserve requests and processes those items for both incoming and outgoing delivery-Assists customers with retrieving and locating items and with concerns over the status of their checked-out materials-Aids in establishing an organized and well maintained collection through shelving, shelf reading and the removal of damaged items for further inspection

-Shelves print and non-print materials-Assists patrons in finding and checking out materials-Retrieves reserve requests and ensures they are properly organized prior to being sent to other library branches-Actively engages and greets patrons to determine their information needs and seeks the appropriate level of help in resolving those needs

Accountable for activities related to payroll as well as accounts receivable and accounts payable for the firm;Used the accounting software QuickBooks to assure proper payment of invoices and receipts of payment;Interacted with various vendors to accomplish the firms insurance, office maintenance, and advertising needs;Used various probate applications to produce legal documents and accounts for guardianships, trusts, and estates. Applications include GEMS accounting software, PerfectProbate, and EstateVal; Directed phone calls from clients, while answering questions when appropriate and scheduling appointments as necessary; andAdministrative duties listed below.

Drafted correspondence and other documents, organized files, answered phones, scheduled appointments, and opened and distributed mail.Worked closely with partners and employees of the firm for legal document production.

Worked with children who have a wide range of individual differences;Designed classroom environments and curriculum;Planned and implemented play-based curriculum and individual inquiries; andMaintained the learning environment and documented child’s growth and learning through observations, running records, etc.