Qualifications Profile

Versatile Web interface designer with strong production skills and demonstrated ability to conceive and transform ideas into compelling, award-winning Web content for diverse audiences. A self-starter able to form collaborative partnerships at all levels to ensure that business strategy is translated into products that offer rich user experiences while meeting marketing, creative and technical objectives. Over 10 years of hands-on customer service experience in Web environments. Excellent analytical and organizational skills, a deep understanding of usability best practices, and a sharp eye for quality, clarity and consistency. Easily manages multiple assignments and tasks while meeting deadlines.

Creative and technical experience in the following:

Professional Experience

Working with various clients to develop and implement communications, technology and content strategies for Web site projects.

Key Achievements:

• Created the Greenprint Denver Web site.

Oversaw day-to-day content operations and maintained an overall editorial voice for Web environments, including the city's official public site, www.DenverGov.org, which had an average visitor increase of 25 percent each year between 2001 and 2005. Collaborated with team developers, designers and citywide agency representatives to produce global site enhancements, new features and interactive applications. Analyzed trends, benchmarks and new technologies to continually improve content and quality of services. Provided technical leadership, training, specialized content development, and support to agency content contributors, public information officers, and offices of elected officials.

Key Achievements:

• Recipient of the Mayor's Commission's 2005 Assistive Technology Award.
• Wrote, edited and published more than 500 home page news stories.
• Corrected and optimized over 7,500 digital photos.
• Promptly responded to more than 15,000 Webmaster e-mail inquiries from the public.
• Developed a Web accessibility and usability initiative.
• Created several popular online sections.
• Gained promotion from Content Developer to Internet Site Administrator.

Managed newly-formed Help Desk with three employees providing centralized, first-level technical support to more than 9,000 city employees in over 40 city agencies. System administrator for CRM software. Integrated knowledgebase software, performed data conversions and compiled reports. Responsible for hiring, training, scheduling, supervision, performance evaluations and budget planning.

Key Achievements:

• Generated a $25,000 budget surplus by eliminating the need for external vendor services.
• Spearheaded iHEAT Web-based support center beta project. | View case study (426K PDF)

Managed seven employees providing campus-wide telephone, e-mail, walk-in and on-site support for computer hardware and software issues for approximately 14,000 students, staff and faculty. System administrator for CRM software. Developed standard operating procedures for call tracking, escalation, resolution and client relations. Contributing writer to departmental newsletter; classroom software instructor. Created marketing brochures, flyers and other materials to promote visibility of services.

Key Achievements:

• Authored an extensive online library of award-winning technical documentation.
• Staff Award for Excellence nominee 1998, 1999.

Education and Certifications

BA-Psychology: UNIVERSITY OF COLORADO-BOULDER, 1990
Certified Help Desk Manager (CHDM): ZAVATA/STI KNOWLEDGE, 2000
HEAT Certified Administrator: FRONTRANGE SOLUTIONS, 2000, 1998

Memberships

Member of the Association for Computing Machinery (ACM), the ACM's Special Interest Group on Computer-Human Interaction (SIGCHI), the ACM's Special Interest Group on Accessible Computing (SIGACCESS), and the Usability Professionals' Association (UPA).

Addendum: Awards List

2007 Art Director's Club of Denver Award

Recipient of a Merit Award in the Interactive category for the Greenprint Denver Web site.

2005 Assistive Technology Award

Bestowed by the Mayor's Commission for People with Disabilities for significant contributions to the Denver community by promoting awareness of the need for barrier-free access to the city's electronic and information technologies.

2002-2006 DenverGov.org Team Awards

--- First Place ---

Category: Web Based GIS Application, User Software Applications, 2005

Denver Maps was recognized for its functionality at the 2005 Environmental Systems Research Institute (ESRI) International User Conference. Cooperative project between Denver GIS and DenverGov.org.

--- First Place ---

Top City Web Site in the Nation, 2003, 2004

Researchers at Brown University ranked DenverGov.org as the top e-government Web site over 1,873 municipal government sites based on factors such as readability, disability access and online services.

More Info:

• http://www.insidepolitics.org/egovt04city.html
• http://www.insidepolitics.org/egovt03city.html

--- First Place ---

Category: Election Coverage, 2003

Award bestowed by the National Association of Telecommunications Officers and Advisors (NATOA) for the city's Denver Decides integrated cable television and Web site municipal election coverage.

--- Westword Best of Denver ---

• "Best New Pet Service," 2006 | View 2006 story (93K PDF)
• "Best Online Service for Civic-Minded Adults," 2005 | View 2005 story (68K PDF)
• "Best Way to Avoid Standing in Line at City Hall," 2002 | View 2002 story (62K PDF)

1998 ACM SIGUCCS Competition

An international peer competition for public and private universities of all sizes, including Cornell University, University of British Columbia, University of Southern California, MIT, Duke and others.

--- Second Place, Third Place ---

Category 4a: Specific Computing Services-Web
UTS Computer Help Desk online documentation, and the UTS Computer Help Desk Web site

More Info:

• http://www.siguccs.org/competitions/comp1998.htm