Resume

EXPERIENCE

Capital Area Intermediate Unit, Technology Services, 2010-Present

• Application Support Engineer III:
• Provide support and solutions to Tier I, Tier II, and Tier III-related issues in accordance to Service Level Agreements (SLAs)
• Route issues to higher echelons of support though the use of email and telephone communication

• Application Support Specialist:
• Provided technical support for all services and applications provided by Technology Services to external customers
• Assisted in and conducted training on any applications supported by Technology Services for external customers
• Assisted in the development and maintenance of helpdesk procedures and support documents

Demand Studios, Freelance Writer, 2009-2010

• Writer:
  • Wrote made-for-the-Internet text articles that appear on brand name sites like eHow.com, LIVESTRONG.COM and more
• Title Selector/Flagger:
  • Selected titles that can potentially be made into an article or video for a specific site and template
  • Ensured each title clearly represented the site’s voice and content focus

On Point Advocacy, Quality Control/Editor, 2009-2010

• Advocacy Coordinator:
  • Call advocates to discuss their opinions/stories related to the project’s subject matter
  • Draft a letter on advocate’s behalf to send to Congress
• Editor:
  • Review letters submitted by Advocacy Coordinators
  • Check for spelling, punctuation, style, flow, and all other errors
  • Perform line and substantive editing where needed
  • Submit letters to fulfillment team to be mailed
• Quality Control:
  • Proofread letters approved by editors before they are printed
  • Note any line editing errors that were overlooked
  • Correct any detrimental errors that were overlooked and resubmit to fulfillment
  • Submit editor profiles weekly to Lead Quality Control
• Lead Quality Control:
  • Ensure all Quality Control are reviewing every assigned letter
  • Host weekly performance and messaging meetings
  • Compile and forward weekly performance reports to middle management
  • Submit editor profiles to editors on a weekly basis; follow up with one-on-one meeting and work probation if needed
  • Forward all Advocacy Coordinator feedback to their Team Leaders to ensure all problem areas are noted and improved

Cloud 10 Corporation, Billing/Technical Support, 2008-2009

• Processed payments
• Restoration and troubleshooting of services
• Scheduled installation and repairs
• Assisted in provisioning and initialization of equipment

Mommies R Us, Owner/Webmaster/Administrator, 2006-2008

• Managed a staff of forum moderators
• Created graphics for website and advertisements

Holy Spirit Hospital, Team Leader, 2004-2005

• Supervised dietary aides
• Oversaw opening and closing cash handling procedures
• Generated weekly employee schedules

SKILLS, TECHNOLOGIES & PROJECTS

• Windows, Mac, & Linux
• HTML, XHTML, CSS, PHP, MySQL, Oracle, SQL
• Microsoft Office: Word, Excel, Outlook, PowerPoint, Access, Publisher
• Adobe Creative Suite 4: Dreamweaver, Photoshop, Illustrator

EDUCATION & INTERESTS

Central Pennsylvania College

• Bachelor of Science – Information Technology, In Progress

Harrisburg Area Community College

• Associate of Arts – General Studies, May 2006