Customer Support Specialist, August 2021 – Present
Springshare – Remote

I provide Tier 1 customer and tech support for Springshare, a software-as-a-service company with apps designed specifically for the needs of libraries. I specialize in LibCal, LibAnswers, LibStaffer and Pickup Manager.

  • Answers questions via email with custom screenshots and videos
  • Provides one-on-one assistance via Zoom
  • Troubleshoots and gathers info for escalation to developers
  • Considers and advocates for feature requests with project managers
  • Creates and updates knowledgebase FAQs

Librarian III, November 2017 – August 2021
Austin Public Library – Central Library, Austin, TX

An adult services reference librarian at a world-renowned urban public library, I enhance the customer experience and enrich lives through increased education, opportunity and engagement on the web, in the library and in the community. I supervise four librarians, serve as lead liaison with our IT division and routinely act as the in-charge librarian.

As librarian,

  • Answers research, tech troubleshooting and readers’ advisory questions in person and over the phone, text, email and chat
  • Teaches classes, leads tours and performs off-site outreach
  • Creates and coordinates video content for APL+
  • Creates book lists and physical and digital displays (APLTV)
  • Curates and creates lesson plans for a digital inclusion curriculum
  • Assesses the print collection

As supervisor,

  • Supervises four junior librarians. Provides coaching, reviews time sheets, updates the schedule to ensure service point coverage and does performance reviews
  • Audits reference transactions, FAQs, information guides and other content produced by reports to monitor accuracy and provide feedback to elevate effectiveness
  • Served as hiring manager and onboarder-in-chief for three positions
  • Created comprehensive New Reference Librarian Training Guide with responsibilities, expectations, checklists and more, for use by me and other Reference supervisors
  • Handles complaints and inappropriate customer behavior

As tech liaison,

  • Serves as a critical communication bridge between the IT division and front-line staff and end-user customers so our IT crew better understands our needs and how staff and customers use technology in practice. My work facilitates positive, confident technology experiences for staff by providing them timely, targeted and coherent updates that help them do their jobs effectively without overwhelming them
  • Provides technology training and on-the-fly guidance for staff, from setting up Google Meet in our public meeting rooms to using ebooks on devices
  • Creates documentation for training and troubleshooting
  • Works with the Electronic Resources Librarian to keep abreast with database and app rollouts and revamps; evaluates potential new databases and beta versions of existing library products; reports product errors internally and directly to vendors and and makes recommendations

Librarian II,
April 2013 – November 2017
Austin Public Library – Faulk Central, Austin, TX

In my first position at APL, I performed a range of reference and adult public service librarian duties:

  • Answered research, tech troubleshooting and general library questions in person, over the phone, through email and via chat
  • Taught classes and led tours
  • Performed off-site outreach for library promotion and education at a variety of venues
  • Created and maintained several topical information guides and FAQs, using customer-focused language and screenshots
  • Trained staff for using the catalog, LibGuides and Snagit software and maintained comprehensive how-to and style guides for each
  • Developed and assessed the print collection, including purchase recommendations, weeding and displays, for the subjects computers, philosophy, psychology and more
  • Launched the class Tech Time for helping customers download eBooks to their devices and developed staff training guide for implementing the program system-wide
  • As point person for APLTV, developed templates and long-range content plans for LCD screens in the library
  • Evaluated potential new databases and beta redesigns of existing library apps and products, providing feedback to colleagues and directly to vendors
  • Led a team for restructuring the library’s website navigation through its header and footer menus
  • Co-managed We Recommend, selecting and loading books into our online portal for recommended titles
  • Co-creator of the Facebook Live series, Q&APL. This included long-term content planning, creating scripts and performing live on camera to demonstrate library apps and other services
  • Performed with the award-winning Bibliofiles book cart drill team

I’ve received the following awards during my APL tenure:

  • APL Team of the Year, 2017–APL Unbound: bike-powered pop-up library outreach
  • APL Project of the Year, 2016–Tech Time: helping customers use library eBooks
  • APL Above & Beyond, 2016–Outstanding customer service at an outreach event
  • APL Above & Beyond, 2014–Leadership for the website menu redesign
  • APL Above & Beyond, 2013–Outstanding customer service at a youth event

Reference and Instruction Librarian,
September 2010 – March 2013
Walden University Library, Minneapolis, MN

Performed an array of ongoing and project-based duties for a fully online academic library.

  • Answered student research questions over the phone and by email
  • Developed and delivers webinars for students and faculty
  • Provided virtual dissertation literature review consultations
  • Traveled nationally to teach one-on-one and large group lectures
  • Created online information literacy and subject research guides
  • Investigated and proposed content organization schemes for website restructuring
  • Planned and conducted user testing to capture user behavior and used this data for website improvements
  • Investigated standards and developed a comprehensive style guide governing all aspects of library content creation, across all platforms, with an emphasis on link and image accessibility for ADA compliance
  • Served as faculty outreach liaison for the College of Education and Leadership
  • Researched topics and provided bibliographies for faculty and staff
  • Assessed collection for new program development
  • Evaluated new databases for content and usability
  • Received staff award for website and style guide work [ read nominator comments ]

Catalog Assistant Intern,
February – May 2010
Public Radio International, Minneapolis, MN

Cataloged PRI / WNYC’s “The Takeaway” radio segments into an internal digital asset management system.

  • Determined appropriate data and cross-referenced authority files
  • Assigned subject headings based on content analysis
  • Provided consultation for taxonomy improvement

Pathfinder Development Librarian,
August – December 2009; March – May 2010
Lindell Library, Augsburg College, Minneapolis, MN

Created 10 online research guides using LibGuides software.

  • Determined optimal organization and design for the guides
  • Researched, selected and annotated relevant print and online resources to meet curricula needs
  • Collaborated to create a style guide for consistency and quality control
  • Was offered two additional contracts after the successful completion of the first

Graduate Academic Assistant,
September – December 2007; January – April 2009
Irving K. Barber Learning Centre, University of British Columbia, Vancouver, BC, Canada

Provided reference in the Art + Architecture + Planning and Science and Engineering Libraries as a student librarian.

  • Performed basic and in-depth reference in person and over the phone
  • Assisted subject librarians with bibliographic verification and environmental scans

Student Librarian (Co-op Positions),
January – December 2008
McPherson Library, University of Victoria, Victoria, BC, Canada

May – December: Assisted with information literacy and outreach initiatives.

  • Wrote content for and designed web pages for research literacy and information discovery
  • Created and updated print aids (citation style guides, “How to Avoid Plagiarism,” and more)
  • Created an online tutorial
  • Led general and course-specific classroom workshops
  • Conducted tours for new and prospective students
  • Provided reference service

January – April: Assisted with developing and promoting the institutional repository, UVicDSpace.

  • Researched and created supporting documents for UVicDSpace, including policies, procedures, marketing materials and more, in print and online
  • Assisted with promotional, educational and instructional presentations to faculty
  • Performed environmental scans for scholarly and open access publishing
  • Provided reference service

Library Assistant II,
September 2005 – August 2006
Periodicals and Reserve at Wilson Library, University of Minnesota, Minneapolis, MN, USA

Coordinated the digitization of class course reserves and other duties as assigned.

  • Developed and maintained course web pages with Dokutek software
  • Investigated copyrights and terms of use for e-Reserve content
  • Determined best practices and developed written procedures for e-Reserve
  • Assisted in the supervision of 14 undergraduate student workers
  • Performed scheduling, payroll processing and training for student workers
  • Negotiated and resolved overdue fines with patrons

Library Intern,
June 2005 – August 2005
Utne Magazine, Minneapolis, MN, USA

Assisted in the management of the magazine’s collection of over 1,500 alternative periodicals.

  • Catalogued materials and corrected faulty records
  • Indexed the Utne magazine for future reference work and retrospectives
  • Provided research for leads and fact checking
  • Weeded and shifted the collection for ease and timeliness of use
  • Attended editorial meetings and pitched story ideas
  • Wrote short blurbs for articles on the magazine’s website