Experience

Soaring Eagle Casino & Resort

• United States
• Gambling Facilities and Casinos
• 1 - 100 Employee

• Digital Marketing Strategist

  • Aug 2021 - Present

  Manage the organization's marketing via multiple digital channels including email, the web, mobile devices, and electronic signage. Manage the organization's marketing via multiple digital channels including email, the web, mobile devices, and electronic signage.



Integrated Database Systems, Inc.

• Customer Success Associate

  • Nov 2020 - Aug 2021

  * Respond to questions from clients and caregivers via the phone, support tickets, and live chat * Replicate and manage reported software issues * Train customers on the usage of the web application * Respond to questions from clients and caregivers via the phone, support tickets, and live chat * Replicate and manage reported software issues * Train customers on the usage of the web application



EduGuide

• United States
• Education Administration Programs
• 1 - 100 Employee

• Web Services Manager

  • Nov 2007 - Oct 2019

  Introduced user support methodologies, including the implementation of an online helpdesk solution called Freshdesk, user support procedures, and rules for escalating technical issues. Responded to and helped site members with issues or questions about the website via the phone, email, and online ticketing system. Researched, wrote and continually updated articles for the user knowledgebase which explained how features of the website worked. Served as an advocate for users and recruited beta testers. Gathered input from panel of 20 beta testers using testing scenarios, surveys, and user studies. Implemented a monthly parents’ newsletter for site members using Mailchimp Facilitated on-site visits, team launches, and met with school administrators as an EduGuide representative. Resolved questions and promoted EduGuide in person. Planned, produced, and edited user video tutorials. Helped to increase EduGuide’s reach by producing multimedia communications materials and distributing them via EduGuide.org, YouTube, and social media platforms. Guided or managed webinars/teleconferences. Identified and then implemented a teleconferencing service. Coordinated with two other staff members on the production of a series of weekly teleconferences. Served as producer and technical support for teleconference. Managed the setup and production of a series of webinars. Served as a moderator during webinars. Streamlined the process for developing and publishing path content. Entered path content into the website and generated supporting graphics. Proofread and participated in the development of path content prior to publication. Collaborated on projects with the Ford, University of Chicago, Raikes Foundation, Michigan Department of Education, and GEAR UP. Implemented changes which improved the site’s accessibility. Researched and then implemented the best methods for adding Closed Captioning to videos on EduGuide.org. Collaborated on web based glossary for ELL students. Show less



SPL Integrated Solutions

• IT Services and IT Consulting
• 1 - 100 Employee

• Conference Room Support Technician

  • 2004 - 2007

  Assisted video conference room users with their problems or questions via the phone. Coordinated with field technicians on the resolution of software or hardware issues. Connected calls between multiple teleconference rooms. Supported training rooms inside the Employee Development Center. Assisted video conference room users with their problems or questions via the phone. Coordinated with field technicians on the resolution of software or hardware issues. Connected calls between multiple teleconference rooms. Supported training rooms inside the Employee Development Center.



Special Olympics Michigan

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Web Developer & PR Assistant

  • Jan 2001 - Apr 2003

  I was instrumental in the maintenance and redesign of Special Olympics Michigan's website, as well as the coordination of banquets, and the celebrity autograph sessions during State Games. I was instrumental in the maintenance and redesign of Special Olympics Michigan's website, as well as the coordination of banquets, and the celebrity autograph sessions during State Games.



Michigan State Medical Society

• United States
• Non-profit Organization Management
• 1 - 100 Employee

• Chief of Internet Communication

  • 1999 - 2001

  Michigan State Medical Society is an advocacy group for doctors in the State of Michigan. As Chief of Internet Communications, I was key in the redesigning and maintenance of the organization's website. I also helped with the creation of a technology plan and assisted with the integration of the organization's membership database system with the website. Michigan State Medical Society is an advocacy group for doctors in the State of Michigan. As Chief of Internet Communications, I was key in the redesigning and maintenance of the organization's website. I also helped with the creation of a technology plan and assisted with the integration of the organization's membership database system with the website.



HomeTown Newspapers

• Book and Periodical Publishing

• Web Designer

  • Aug 1997 - Apr 1999

  While I was working for HomeTown Online, an ISP formerly based in Howell, I worked with clients on several web development projects, answered internet subscribers' technical questions, and converted news content for uploading to HomeTown Newspapers' online presence on a weekly basis. I served as an technical advisor during Livingston County Press staff meetings and was instrumental in implementing a procedure for capturing clients' web design needs prior to meeting with them. While I was working for HomeTown Online, an ISP formerly based in Howell, I worked with clients on several web development projects, answered internet subscribers' technical questions, and converted news content for uploading to HomeTown Newspapers' online presence on a weekly basis. I served as an technical advisor during Livingston County Press staff meetings and was instrumental in implementing a procedure for capturing clients' web design needs prior to meeting with them.