Technical Support

Software Instructor / Instructional Developer - University of Rochester Computing Center

Trained members of the University of Rochester community in office productivity software, developing or participating in team development of new courseware as needed.

Developed two modules in a new 12-part, modular WordPerfect course, which successfully increased course enrollment and revenue. Also anchored the modular course series as the instructor in a weekly "study section."
Developed and taught class in DOS hard-disk management.
Regularly taught classes in DOS and WordPerfect 5.1.
Experience

Microcomputer Support Specialist - Nazareth College of Rochester Academic Computing

Microcomputer support for all academic (that is, non-administrative) microcomputers at a 3000-student college.

Responsible for all phases of microcomputer support for all faculty and academic staff (about 150 systems), including specification/purchasing, setup/configuration, troubleshooting and end-user application support.
Performed system and application troubleshooting on networked microcomputers running primarily Windows NT Workstation, Windows for Workgroups, and MacOS 7.5.x.
Delivered microcomputing instruction to Nazareth freshmen and computing lab assistants.
Supervised student computing lab assistants.
Experience

Webmaster - Ziff-Davis Support Publishing

Business-unit webmaster for a vendor of custom-packaged technical support content. (ZD Support Publishing was a business unit of Ziff-Davis's ZD Education division. The business unit was sold to Microhouse International in March 1998.) (Hourly contractor.)

Maintained Ziff-Davis Support Publishing's marketing website, including traffic analysis, site promotion, search engine registration and follow up, and coordination of administration functions with ISP.
Worked closely with Marketing Manager and graphic designers to develop and implement new site designs.
Developed new sub-sites in support of marketing and sales initiatives, including marketing copy, page layout and interaction design.
Participated in production and development of browser-based knowledgebase products at Ziff-Davis Support Publishing, and in deployment of Support On Site products for web-based delivery. (The products were sold to Microhouse International, along with the business unit, in March 1998.)
Implemented new technical support area for Support On Site products.
Served concurrently as interim webmaster for Logical Operations / Ziff-Davis Education during Spring 1997.
Experience
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