Welcome
I create info for folks to easily follow.
I'm the Knowledge Base Specialist for York College of Pennsylvania (YCP), through the Library and Technology Services (LTS) department. I manage LTS's videos and graphics as well, and oversee a team of student employees.
I also consult and freelance.
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Knowledge base
LTShelp.ycp.edu is the self-service help center / knowledge base (KB) that I manage.
I aim to keep our public and internal content accessible and welcoming. I create SOPs and style guides, so those working with me can easily contribute.
When writing instructions, I review our processes, then further streamline our user experience with my colleagues. Across applications, this includes shortened URLs, enhanced logos/icons, content reorganization/rewrites, graphic redesign, link tracking, and more. I set my priorities by following our analytics.
As our KB has grown and improved, our call and ticket volume has decreased.
Videos
I try to keep my material engaging and concise (and a bit cheeky, for college students). You can see more at youtube.com/ycplts or embedded within LTShelp.ycp.edu.
Standard tutorials
The most common videos I make. (That's my voice you're hearing.)
Tech tips
I interviewed members of LTS, to briefly explain a resource they offer, and put some friendly faces to our department.
Specialized outreach
New Phone has gained a wider viewership from our YouTube channel, prompting multiple requests to be used by other businesses and institutions. The University of Chicago and Laitram each hired me to make customized iterations (with YCP's permission).
Copyright Infringement is my explanation of our legal requirements and students' responsibilities. I wanted it to be lighter than the more shaming approach of some other institutions.
Graphics
Below are some of my visual solutions.
YCP LTS logo
For our broad graphic identity (various sizes across apps, media, shirts, equipment, etc.), I designed a wordless logo to complement our wordmark, in our college colors.
Fliers
This one is part of a digital "packet" given to incoming students and employees.
We have the advantage of already sharing our materials online, so our piece is simply an eye-catching, interactive path to our KB.
QR codes
For signs, posters, to share whether rooms are reserved, and to reduce our paper fliers (when we use handouts, we direct the codes to our KB). I track their analytics to further optimize them.
I created a simple directive for any of our employees to quickly made identical ones, so YCP members recognize them as trustworthy.
GIFs
When a video says too much, and an image too little, I make an animated GIF to illustrate the key steps of my written instructions.* Here's the one below within its article.
Portal icons
Our college portal admin requested a graphic for each app used by YCP members.
I hunted for high resolution versions of the official logos (when the companies permitted, but only provided too low quality an image), cut them out, converted them, standardized the sizes/resolutions (for load times and responsiveness), and created an Adobe Illustrator template to keep them all consistent. As screen resolutions rise in the future, I can quickly re-export them to match.
Contact & resume
Employment
York College of Pennsylvania
Library & Technology Services (LTS)
Knowledge Base (KB) Specialist
5/1/2018 - present
Manage & build KB/self-service help center
Find, train, and oversee a team of KB, video, & graphics student employees
Optimize & interpret analytics for priorities
Ideate & develop further service strategies
Create style guides, SOPs, & templates
Improve services’ usability & accessibility
Form & participate in cross-departmental teams to foster creative problem solving
Retain prior position responsibilities:
Video Producer & Help Desk Technician
8/16/2013 - 5/1/2018
Manage & produce various types of videos
Learn, publicize, & instruct multiple SaaS’
Write & format knowledge base articles
Manage & design informational graphics: logos, icons, GIFs, QR codes, signage, etc.
Write & distribute campus announcements
Assist with client services at the Help Desk
Laitram
Video Producer, 6/4/2019 - 7/9/2019
Produced custom tutorial video content
University of Chicago
Video Producer, 11/20/2018 - 1/17/2019
Produced custom tutorial video content
Potomac Talking Book Services
Audiobook Narrator, 12/2/2016 - 12/2/2017
Narrated & edited audio content for the US Library of Congress
Nations Photo Lab
Video Producer, Customer Service Rep, QC
12/14/2012 - 8/15/2013
Produced custom tutorial video content
Advised customers on our products & technical solutions for best quality prints
Skills
Technical writing
Project management
Software/service testing & documentation
Employee & client training
Customer service & public speaking
Adobe Creative Cloud
- Premiere, Illustrator, InDesign, Photoshop, Encoder, Audition, Acrobat, etc.
Screen capture softwares
- Camtasia, Captivate, QuickTime, VidGrid, etc.
KB / KM / CMS / LMS / Website builders
- Zendesk, Intercom, Freshdesk, PHPKB, Notion, Confluence, TerminalFour, Canvas, Moodle, Google Sites, Squarespace, Wix, etc.
Video & audio recording & editing
Video hosting & streaming
- YouTube, Vimeo, social media platforms, etc.
Voice-over & video talent
Google Drive & Workspace (G Suite)
- Drive File Stream, Shared Drives, Domains, Admin Console, Docs, Drawings, Gmail, etc.
Analytics
- Google Analytics & Siteimprove, URL tracking
Basic domain management
- Setup, forwarding, subdomains, DNS, etc.
Basic HTML & CSS adjustment
Microsoft Office
Mac, Windows, & Chrome OS
Webform platforms
- Qualtrics, Google Forms, etc.
Basic network connection troubleshooting
- Aruba ClearPass (eduroam)
Ticketing softwares
Video conferencing
- Zoom, GoToMeeting, Google Meet, etc.
Education
York College of Pennsylvania
8/25/2008 - 5/12/2012
BA: Mass Communication
MINOR: Visual Communication