Resume
Summary- Usability Consultant/Information Architect
- Full-time, second-year Masters student
Education
05/2009 M.S. Human Computer Interaction Design, Indiana University School of Informatics
05/1994 B.A. Journalism, Franklin College of Indiana
Usability Coursework Experience
- Have completed the following courses: I541, HCID I; I543, HCI Design and Evaluation Methods; L515, The Computer and Natural Language, I561, HCID II; I502, User Experience; and I651, Ethnography of Information
- Current third semester courses consist of: I590, Interaction Culture; I694, Capstone (Thesis); and S543, Computer-Mediated Communication.
- Usability methods practiced in coursework includes: contextual inquiries, ethnographic studies/field observations, interviews, focus groups, surveys, questionnaires, heuristic evaluations, cognitive walkthroughs, expert reviews, peer reviews, formal usability testing, and affinity diagramming.
Professional Experience
Usability Consultant/Information Architect, 07/08 to Present
Indiana University Bloomington, User Experience Group
- Designs and conducts appropriate and effective usability tests, heuristic evaluations, design critiques, contextual inquiries, and task analyses, as per the needs of each specific project
- Analyzes the results of user research studies and develop reports with effective redesign recommendations
- Assists in technical writing and editing instructions
Operations Specialist, 05/05 to 07/08
Indiana University Bloomington, Student Technology Centers- Provided hands-on front-line technical support services (hardware and software) for desktop systems, printers, and instructional support equipment located in the Student Technology Centers
- Maintained schedules for 26+ Student Technology Center computer classrooms
- Monitored, organized, and communicated departmental information
Senior Helpdesk Analyst, 09/00 - 05/05
Zurich North America/IBM Global Services
- Identified, diagnosed, and resolved broad range of second-level problems
- Gathered data for a knowledgebase of known computer problems and fixes
- Managed ticket queue and reduced large volumes of tickets
Administrative Assistant/Technical Support, 09/99 - 09/00
Lincoln Financial Group
- Provided administrative support to four departments
- Provided first-level problem diagnosis for four departments, reducing the number of calls to local Helpdesk by at least 50%
- Created and distributed monthly call statistical reports
- Maintained inventory of four departments¿ office equipment
Network & Administrator Coordinator, 06/97 - 08/99
Prevent Child Abuse Indiana
- Provided executive support to Executive Director
- Provided administrative support for 16-person office
- Administered Novell 4.11 Network
- Trained end-users on various software applications
- Supervised 3 administrative staff
- Maintained inventory of all office equipment
Public Relations Coordinator/AmeriCorps VISTA, 08/95 - 06/97
Prevent Child Abuse Indiana
- Proposed and created publicity campaigns
- Planned and publicized special events and programs
- Wote news releases and maintained newsclip file/database
- Designed publicity materials and edited newsletter
- Proofread internal and external communication materials
- Wrote and submitted grants
Certifications
09/98 Certified Novell Administrator
09/05 12/06, 12/07 Dell Warranty Parts Direct Certification
10/05 IU STEPS Web Markup & Style Coding Certificate
Awards
12/04 Zurich Certificate of Appreciation for outstanding performance and contribution on the Zurich Service Desk Go-Live
10/04 IBM THANKS Award-- enables one employee to spontaneously recognize a peer for providing out-of-the-ordinary business related assistance, passion for the business, enthusiasm and subsequent action, or less noticeable but no-less-appreciated consistency and dedication over time; Given by a Team Lead and Manager
03/04 IBM THANKS Award--Given by a peer
11/01 Zurich U.S. Award for Performance (ZAP), given by supervisors and managers to employees whose quality of work reflects a commitment to corporate excellence and consistently demonstrates the achievement of high standards
11/01 Shining Star Award for outstanding service and teamwork as noted by my peers at Zurich North America insurance