Résumé

Education

I graduated cum laude in May, 2007 from Truman State University, Missouri's premiere public liberal arts and sciences institution, with a Bachelor of Arts in English language and literature. I earned a minor in French language and took elective courses in the Philosophy and Religion department.

Continued Education

In May of 2008, I earned my Master of Science in technical communication from the Missouri University of Science and Technology, formerly University of Missouri-Rolla. I was the first person to finish this course of study in a single academic year.

Work Experience

I have worked in multiple fields, all of them demanding the exercise of customer service skills, technical knowledge, and the ability to learn quickly from both training and experience.

Technical Writer, 19 May 2008 - Present

I create general documentation for the diverse needs of the Division of Information Technology at the University of Missouri. This ranges from policy and procedural documents to process and workflow diagrams. Further, I assist with project management in the creation of project proposals, charters, and plans. I also collaborate with my peer technical writers to maintain a style guide for Division of Information Technology publications. Finally, I maintain a public-facing KnowledgeBase that helps to lessen the work load of support analysists in the IT Help Desk.

Procurement Counselor, South-Central Missouri Region, 1 June 2007 - October, 2007

I worked with the other members of the MO PTAC team to assist small businesses in Missouri with bid leads, bid preparation, special certifications (WBE, DBE, HUBzone, etc.) and general procurement counseling, to aid in selling goods and services to the federal, state and local governments. I served as the point of contact for all clients in Missouri's south-central region, and during my time as the region's counselor, my clients were awarded several hundred thousand dollars in federal, state, and local government contracts.

Help Desk Support Associate, Truman State University, 1 June 2005 - 4 May, 2007

I was a team member for the first line of customer support for Truman State Unversity's Information Technology Services department. Responsibilities included assisting walk-in customers with simple and complex computer problems, troubleshooting user issues over the phone and via email, providing customer service during large-scale problems (such as network outages), creating documentation for student and faculty users of new software, and assisting in the creation and maintenance of a website for the training of new employees. I successfully led Helpdesk staff training workshops and produced appropriate training materials, both printed and electronic.

Student Associate, The Center for Teaching and Learning, 5 May, 2004 - 20 September, 2005

I maintained the website for The Center for Teaching and Learning, served as an Information Technology Services department liason, and assisted with advertising and event support around Truman's campus. I frequently conducted troubleshooting for computer issues in the Center's office and assisted other student associates with computer-related problems, saving hours of staff time.