2009 Brainard Station Road, Brainard, NY 12024
(518) 766-6279


I enjoy working with customers and co-workers to resolve problems and offer solutions, bringing strong analytical skills to problem diagnosis and resolution. I support product goals by identifying problems and trends and offering ideas and possible solutions. I am a hard-working and dependable team member. I like to use technology to streamline work and provide information and enjoy both working hard and figuring out ways to work more efficiently.

Work Experience

Apple Inc, Albany, NY
September 2001 to Present
Mac Specialist, Crossgates Mall
Part of a team that provides innovative technologic solutions for customers. Among the Apple Retail Store goals: to help computer users experience and understand the benefits and features of Macs and the Mac OS. Explain and demonstrate computers and software for customers and provide personal training on specific topics such as iWork, iPhoto, iMovie, Mac OS X and general computer use. Research solutions for customers with specialized needs. Assisted with receiving and inventory
Lycos, Inc -- Tripod, htmlGEAR
December 1998 to 2000
Member Guru, htmlGEAR
Provided customer support to existing and new members as well as visitors to members' sites using Kana Software. Developed responses to technical questions about a range of products for web page builders. Directed user feedback to development team and worked with team to assist in problem resolution and determining future changes to products. Launched htmlGEAR, a suite of web page add-ons, as part of the htmlGEAR team. Answered email as main point of contact for customers, often 50-300 emails a day concerning products. Identified class problems as well as individual problems needing resolution by technical team, Developed better instructions for products, reducing total email reports significantly. Reviewed and acted on abuse reports and terms of service.

Membership Specialist, Lycos
Part of a team that developed and administered a revenue-sharing program for Tripod home page builders. Created specifications and worked with engineers to develop tools for team use. I developed a MS Access database to handle information that our team used while larger systems were under development. Reviewed applications, answered questions, provided support and guidance to page builders seeking to increase traffic or join program. Analyzed growth of product and traffic variations due to influence of advertising and promotion. Shared information with team workers about applicant behavior. Cross-trained on membership and abuse tools and functions.

Community Manager, Tripod
I managed member volunteers in Tripod’s online communities. Provided training and support to members who volunteered to lead subject-oriented communities. Worked with technical lead of product to identify and resolve problems with product and answer questions for members. Revitalized product and worked with recruiters to increase volunteer staffing by 100% in first two months. Developed web-based handbook for volunteer use. Worked with 150 volunteers in 100 communities, using email and chat as main means of communication. Increased member participation in Pods and increased loyalty to Tripod pages, by encouraging active leadership and participation by volunteers. Increased interactions and sense of community between volunteers by encouraging sharing of information and ideas. Initiated regular chats for volunteers to allow them to communicate with each other and Tripod. Attended seminar on dealing with difficult people.
NYS Assembly, Printing Department
Machine operator
Part of small satellite office, providing on-site copying and printing, in fast turnaround environment. Operated and maintained large Xerox machines (Docutech, 5090, 5100). Initiated transfer of production reporting to database, making the information easier to use and analyze. Worked with clerks and departments to meet their copying needs and deadlines. Prioritized workload and planned for heavy load periods.

Paste Up Production, Clerk
While working in main print shop, produced mechanicals for legislative newsletters, working with staff and other departments to provide information and timely work. Tracked orders, prepared production reports

Other Experience

NYQuilts! 1995 to Present
Co-founder, President
Regional quilt show, held annually from 1996 through 2003. Initially responsible for site selection, coordinating efforts of committees, publicity, fund raising. Show presents a display of over 300 quilts, workshops and lectures. Steady growth in attendance since incorporating as non-profit for 1997 show. Prepared successful grant application for purchase of display racks. Act as ambassador to show, doing grass roots publicity and attracting both quilt collections for display and participants. Work with committee and other volunteers to plan and prepare show and determine future directions.

East Side Quilters 1992 to Present
Co-founder and Past President

Established quilt group in Southern Rensselaer County, NY with a membership of almost 40 members. In its first year, this group produced a raffle quilt that raised $1700 for a local library. The group continues to make quilts given to local social service organizations.

Quilter 1980 to Present
Recipient of an individual artist grant in 2001 from The Arts Center of the Capital Region, to support the creation of new work. Exhibited in local and national level quilt shows. Recent quilts have won best of show and other exceptional merit awards. Teach quilting at local guilds and assist members of online quilting group.

Computer Skills
Mac OS, including 10.6 Windows MS Office
iLife: iTunes, iMovie, iPhoto etc iWork: Pages, Keynote, Numbers Adobe PhotoShop

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