Experience

Wisconsin Department of Revenue

• United States
• Government Administration
• 200 - 300 Employee

• Integration & Automation Supervisor, Audit Division

  • Dec 2022 - Present

  Lead staff of 8 business analystsLed Tech Talks - a community-based technology programFacilitate enhancements and changes to Wisconsin Income Processing and Audit SystemBuild and maintain key financial reports

• Service Desk Lead

  • Jun 2016 - Jan 2023

  Strategy and coordination of department communicationProvide technical support and troubleshooting for accounts, networking and workstation issuesImproved department answer rate from 85.9% to 95.52% while maintaining a 98% satisfaction rateServed as communications manager/lead for several initiativesConceptualized and hosted a bimonthly presentation showcasing how users can leverage technology to add productivity and troubleshoot issuesStreamlined customer feedback process to respond to issues more quicklySubject matter expert and lead for high-visibility remote and telework collaboration systems, including Microsoft Teams meetings, webinars and Live EventsCherwell ITSM administrationMonitor and report on Service Desk health - ticket volume, close rate, abandon rateHardware/software troubleshooting Show less

• Website Coordinator

  • Jul 2014 - Jun 2016

  Serve as department lead for maintenance of www.revenue.wi.govCoordinate all changes and updates to enterprise sitePlanning and execution of GUI and functional departmental site upgradesCopywriting of governmental communications Maintain email communications system and list management

• Communications Specialist

  • Jul 2014 - May 2015

  Web content coordination and executionFacilitate email outreach systemInternal and external communicationEnsure all bureau communication adheres to guidelines and style guide



Wisconsin Department of Revenue

• Madison, WI

• Technical Team Lead

  • Jun 2016 - Jan 2023

  As the team lead for my organization's Service Desk, I work to improve and maintain the high standards our business partners expect. I empower our users to use technology to add value to their work day. Through written, verbal and video communication platforms, I keep internal partners apprised and comfortable with IT initiatives and new technologies. I help to inspire and coach team members to uphold and develop our goals. As the team lead for my organization's Service Desk, I work to improve and maintain the high standards our business partners expect. I empower our users to use technology to add value to their work day. Through written, verbal and video communication platforms, I keep internal partners apprised and comfortable with IT initiatives and new technologies. I help to inspire and coach team members to uphold and develop our goals.



KJackCreative

• Owner

  • Jul 2013 - Apr 2021

  Work with small businesses to analyze and improve website SEO Provide blogging and content marketing services to ensure each website has engaging content Maintained a bounce rate of under 10 percent Utilize a wide variety of Content Management Systems, including Wordpress Reporting of web traffic analytics using Google Analytics and Webmaster Tools Work with small businesses to analyze and improve website SEO Provide blogging and content marketing services to ensure each website has engaging content Maintained a bounce rate of under 10 percent Utilize a wide variety of Content Management Systems, including Wordpress Reporting of web traffic analytics using Google Analytics and Webmaster Tools



JSX Design

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• SEO Copywriter

  • Oct 2013 - Jul 2014

  Develop, update and edit web copy for four websites. Author of four biweekly blogs with an emphasis on SEO best practices through effective content. Utilize Wordpress to maintain site. Develop, update and edit web copy for four websites. Author of four biweekly blogs with an emphasis on SEO best practices through effective content. Utilize Wordpress to maintain site.



Dean Health Plan, Inc.

• Marketing Communications Specialist

  • Jan 2013 - Jul 2014

  Doubled LinkedIn followers within a 12-month period Maintained a 39% open rate among all email communications Develop articles and executive blog posts for internal audience to promote employee engagement Collate, edit, and publish five bimonthly newsletters Launched digital communications format for Prevea360 Development and distribution of external facing B2B & B2C communications Update external website with current topics & developments Copywriting & editing of print & web-based short form writing Project management of communications-focused initiatives Show less



CapSpecialty

• United States
• Insurance
• 700 & Above Employee

• Marketing Operations Specialist

  • Sep 2007 - Jan 2013

  Utilize CMS to maintain company website to promote relevant news and sales informationEditor of weekly informational newsletterDistribution of digital information & marketing material via direct email Generate topical articles regarding products, changes, & company events for print & online distributionCreation, distribution, and implementation of marketing materials, campaigns, & press releasesCraft technical writing pieces, explaining system advantages & changes for proprietary quoting systemReport generation to be used for speaking points at industry trade showsAgency administration, including contracting and setup of agenciesPrimary administrator of all Power of Attorney distribution and reconciliation operationsProvide input as Subject Matter Expert on various departmental & company initiatives Show less

• Underwriting Technician

  • Jan 2005 - Sep 2007

  Process all technical aspects of Commercial lines policies, including, but not limited to:Quoting, renewal, endorsement and renewal of policiesReview and determine end of term auditable liability exposuresPlayed a key role in initialization and growth of Brokerage department



State Farm

• United States
• Insurance
• 700 & Above Employee

• Marketing and Sales Specialist

  • Sep 2002 - Oct 2004

  Responsible for building and maintaining personal lines insurance book of business Conceptualized and implemented marketing strategies for pure growth agency Inspected, evaluated, and selected new fire, auto, and business insurance submissions Responsible for building and maintaining personal lines insurance book of business Conceptualized and implemented marketing strategies for pure growth agency Inspected, evaluated, and selected new fire, auto, and business insurance submissions