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.

Knowledge base

I aim to make 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 strive for engaging and concise material (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.


LTS logo

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.

LTS welcome flier

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.


LTS QR code

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.

Change password GIF
* I can also make GIF-style videos, when appropriate for the platform and load time.

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.

Portal icons

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