Experience

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  Ams services

  Mar 1998 - Dec 2003

  Production programmer

  Programmed and maintained insurance rating software for auto and home personal insurance lines. Maintained Intranet site and contributed to the company’s knowledge base. Provided software support and customer service to insurance agents when needed. Used UNIX and VI editor, and an in-house programming language based on C and Reverse Polish Notation. Provided QA support and developed test scenarios to test the software.

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  Golden gate university law library

  Aug 2006 - Dec 2006

  Graduate student intern

  Utilizing the Millennium integrated library system, performed copy and original cataloging of library materials, searched bibliographic utilities, and worked with MARC formats.

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  Santa clara county library

  Sept 2006 - Dec 2006

  Library intern

  Under supervision of experienced reference librarians, provided information services to the public at adult and children’s reference desks, utilizing the Horizon integrated library system and online databases.

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  Uc berkeley

  Jan 2007 - Jun 2007

  Library intern

  Cataloged English-language and Russian-language materials, updated Web sites, edited library procedures manuals, and worked on several collection development projects.

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  Greenberg traurig, llp

  Jan 2007 - May 2007

  Reference librarian intern

  As part of the firm-wide library research services team, responded to research requests providing legal support to attorneys and staff. Utilized various online resources and tools: Accurint, D&B, HeinOnline, Hoover’s, LegalTrac, Lexis, LivEdgar, WestLaw, etc.

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  Innovative interfaces

  Oct 2007 - now

  Senior systems librarian

  Senior Systems Librarian at Help Desk, Customer Support Department. Provides extensive telephone and email support for Innovative's customers using Innovative software on large multi-user Linux and UNIX systems. Uses Linux, UNIX, SQL, and proprietary utilities to analyze, troubleshoot, document, and resolve application issues reported by customers. Works with customers with varying levels of technical expertise to effectively pursue and resolve issues in an expedient manner; manages escalations; provides customers with necessary documentation and technical guidance. Evaluates and submits product enhancement requests to improve product feature offerings; collaborates with Product Management and Software Engineers to ensure prompt resolution of technical challenges reported by customers; maintains ongoing relationships with clients and third party vendors, conducts training sessions and writes knowledge base articles to pass along knowledge and skills to junior colleagues. To improve user experience, suggests best practices and workflows. Reports and documents software defects using JIRA, SLX and NetSuite, fixes problems when necessary and conducts QA to make sure fixes had eliminated issues reported by customers. Show less

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  Zerochaos

  Aug 2014 - Dec 2014

  Tester

  Tester/Ad Rater for Google