Customer Service Information Technology
Resume:
Duane Wagner
A Friend To Books and Bytes 520-***-**** - **********@*****.***
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Education Completing; Fall 2013: Master's Degree in Information Resources & Library Science
University of Arizona (SIRLS); Tucson, Arizona
Completing; Fall 2013: Digital Information Management Certificate Program
University of Arizona (SIRLS); Tucson, Arizona
Bachelor of Science Information Technology
University of Phoenix; Tucson, Arizona
LibraryExperience
During my four and a half years of combined professional library experience I have had numerous responsibilities and titles that have included:
Young Adult Services Librarian Reader's Advisory Public Speaking
Library Associate
Pima County Public Library; Tucson, ArizonaProvided outstanding customer service to both external and internal customers. Assistant branch manager responsible for opening/closing procedures, money, staff supervision, and issue resolution. Staffed service desk to assist and answer team and patron needs. Provided dependable reference interviews and reader's advisory. Monitored circulation desk activities by preparing reports, maintaining records, managing supply and equipment inventories, processed interlibrary loans/serials, resolved invoice/receipt discrepancies, and processed money transactions. Supervised select members of library branch staff. Created and maintained databases using automated information systems to monitor and track information, and compile data from same to produce reports. Instructed the public in the use of online catalogs and databases. Assisted county personnel and outside agencies to coordinate programs, projects, and activity monitoring. Researched and analyzed data and prepares reports, recommendations, memoranda, letters, and various documents from same. Organized and presented children's programs by preparing and selecting appropriate reading materials. Coordinated annual summer reading branch activities. Conducted general administrative services for the library. Successful public speaker to outreach, internal, and external patrons. 2009-present
Library Program Instructor
Pima County Public Library; Tucson, ArizonaProvided outstanding customer service to both external and internal customers. Assisted customers in signing up for computer access at the library. Provided computer operation instructions to those in need of assistance. Developed computer and general information technology instruction curriculum. Scheduled computer and information technology classes. Presented computer and online instructional sessions to both external and internal customers. Obtained and evaluated participant feedback regarding the effectiveness of the instructional process, as well as the success of the program activities. Prepared advertisements, flyers, and informational materials related to library programs and activities. 2007 - 2009
Skill Sets
Managed the use of automated information systems. Developed and maintained databases, spreadsheets, and word processing programs. Analyzed and evaluated data to make effective recommendations and resolve disputes. Coordinated and prioritized multiple tasks, projects, and program activities. Researched and compiled data for written reports. Communicated effectively, in both oral and written styles. Organized, coordinated, and facilitated meetings and events. Interpreted and worked with library reports, policies, procedures, correspondences, and manuals.
Knowledge Library principles, practices, methods, and materials Effective customer service techniques Reader's advisory The principles and practices behind public administration Project/program coordination and implementation The applications of automated information systems Research/analysis methods and report writing Basic accounting, purchasing, and financial record keeping principles and practices Public relations, public speaking, and meeting facilitation
Technical Expertise Microsoft Office Suite 2003-2010 Computers (and troubleshooting of same) WinWay Resume Software Adobe Photoshop & Corel PaintShop Pro Facebook Twitter LinkedIn YouTube Flickr Pinterest Tumblr GoodReads
Affiliations American Library Association (ALA) Texas Library Association (TLA) Arizona Library Association (AZLA) Public Library Association (PLA) Association for Library Service to Children (ALSC)Young Adult Library Services Association (YALSA)
Library Teams Master Computer Trainers Group Electronic Resources Task Force
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