Kent State University
MLIS, May 2009
- Specialization: Digital Libraries
BA, May 2005
- Major: English with a Minor in Writing
- Studied abroad at the University of Ulster
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Customer Support Specialist, Gaia GPS
Remote — October 2019 – Present
- Answer over 500 support emails every month
- Troubleshoot and resolve technical issues with customers
- Create and update help center articles
- Maintain internal documentation
- Manually test Android and iOS app releases & features
- Identify, reproduce, and file bugs in GitHub
- Track release features and bug fixes
- Track and provide customer experience feedback to the Engineers
- Implement workflow improvements using Zendesk triggers & automations
- Fix minor bugs
- Assist with hiring and training new agents
Collections & Virtual Services Manager, Willoughby-Eastlake Public Library
Cleveland, OH — 2014 – 2019
- Manage a million dollar materials budget across 4 library branches
- Oversee centralized acquisitions, processing, cataloging of library materials
- Oversee ILL operations
- Supervise 9 technical service & ILL staff members
- Serve as liaison between library and vendors for library materials
- Manage all digital services and databases
- Manage non-traditional circulating items: hotspots, tablets, adapted toys
- Offer and develop technology classes for library patrons
- Update and maintain the library’s WordPress website
- Oversee digitization projects
- Compile library usage and programming statistics
- Study collection usage and trends using CollectionHQ & ILS reports
- Create promotional graphics for web, social media, and digital signage
- Create and distribute a monthly e-Newsletter using Constant Contact
- Coordinate policy updates with library’s ILS
- Assist with staff training on new technologies
- Offer one on one tech tutor training sessions
- Serve as a liaison to the Clevnet consortium
Metadata Specialist II, OverDrive, Inc.
Cleveland, OH — 2009-2014
- Coordinated the delivery and upload of content files and metadata for 50% of the 10 highest-grossing publisher accounts
- Used advanced formulas, macros, and regular expressions in Excel and EditPlus to clean-up and normalize publisher metadata
- Managed large (5,000+ record) data updates and reconciliations
- Developed data crosswalks to transition publishers from an XLS to XML workflow
- Managed 100+ publisher inquires per week using SalesForce
- Managed and archive digital assets (.epub, .jpg, .pdf)
- Troubleshot issues with EPUB files
- Led training sessions on XML (ONIX) and EPUB specification
- Led weekly one-on-one meetings with Specialists to address issues and answer questions
- Trained and acted as resource to fellow team members
- Coordinated complex technological updates for publisher accounts with a team of developers
- Trained patrons on digital download service and use of eReading devices while traveling with the Digital Bookmobile
Freelance Web Designer
Cleveland, OH — 2011-Present
- Build websites using HTML & CSS
- Build and manage websites using WordPress
- Train clients on use of Adobe Contribute and WordPress to manage websites
- Create child themes and edit CSS in WordPress to meet clients’ needs
- Setup web hosting and domain names for clients
- Utilize FileZilla to transfer and update content
Examples of Work: http://melanieawilson.com/projects/
Study Group Tutoring Program Supervisor (GA), Kent State Academic Success Center
Kent, OH — August 2007 –May 2009
- Supervised eight peer study group tutors
- Designed and implemented individual sessions addressing the needs of students
- Assessed and tracked undergraduate student progress
- Facilitated bi-weekly tutor meetings
- Coordinated the scheduling and placement of tutees
- Developed and led study strategies workshops for at-risk students
- Assisted with research and writing of the TRIO grant
Library Intern, Center for Nonprofit Excellence
Akron, OH — 2008 – 2009
- Cataloged print and electronic resources with an in-house taxonomy
- Assisted users with information requests and alerted users of new resources
- Developed policies for the library
- Assisted with data migration and clean-up
Practicum Student, Cleveland State University Library
Cleveland, OH — 2009
- Digitized a rare, oversized volume of photographs.
- Created item and collection level metadata using Dublin Core.