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Work Background
OCLCConsulting Support Analyst
May. 2013 - Sep. 2024DublinMy role is to deliver advanced troubleshooting and support for all Platform products, ensuring technical issues are swiftly resolved while enhancing the overall user experience. I also leverage my deep technical knowledge and problem-solving skills to drive improvements and optimize library operations. Key Achievements:
* Provided critical troubleshooting and mentoring on cataloging products like Connexion client/browser and Record Manager, enhancing system stability and minimizing downtime.
* Created a Python-based customer support search tool and VBA-powered KBART creator, streamlining workflows and improving efficiency.
* Developed web-based AI prompt-building tools and LHR/export troubleshooting tools to speed up support staff troubleshooting and response generation.
* Implemented AutoHotkey scripts to accelerate email response times, improving productivity and service response times.
* Acted as a liaison with Connexion and Record Manager teams to address system bugs, ensuring quick resolution and maintaining system integrity.
LexisNexisSenior Technical Support Representative
Jan. 2008 - May. 2013Dayton, Ohio, United StatesI provided telephonic and remote support to internal teams and external customers, troubleshooting complex legal software issues and resolving technical inquiries efficiently.
* Worked with cross-functional teams to resolve client issues.
Vistronix/AFRL Technical LibraryAutomated Systems Librarian
Jan. 2006 - Dec. 2007Wright Patt Air Force BaseI managed the technical infrastructure for the AFRL Technical Library, overseeing software upgrades, batch processing, SQL report generation, and electronic resource troubleshooting.
Key Achievements:
* Maintained cataloging technologies, ensuring continuous operation and minimized downtime.
* Led troubleshooting and maintenance for electronic resources, ensuring seamless access and usability for library patrons.
* Generated SQL reports to support catalog maintenance and improve data insights, enhancing library operations.
* Maintained the library's website, improving user experience and online resource accessibility.
Dayton Metro LibraryIntegrated Systems Specialist
Sep. 1998 - Dec. 2005Dayton, Ohio, United StatesAs the Integrated Systems Librarian, I played a key role in maintaining, implementing and optimizing the library automation system, leading several initiatives to streamline cataloging, acquisitions, and circulation processes. Key Achievements:
* Led the migration from DRA to Dynix Horizon, including data extraction, profiling, and implementation, ensuring a smooth transition with minimal disruption to operations.
* Created programs in Visual Basic and OML that automated repetitive cataloging tasks, significantly reducing processing time and enhancing operational efficiency.
* Developed and maintained the library's content management system, improving internal and external user interaction with online resources.
* Provided comprehensive training and documentation for staff on new procedures, ensuring smooth adoption of technological changes.
* Served as the primary contact with the library automation vendor, ensuring system updates and maintenance were performed efficiently.
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