Customer Service Project

Mark Richardson Knox

*** ****** ****** * East Lansing, Michigan *

*****-****

email/****.****@*****.*** * phone/517-***-****

Education

Master of Information

and Library Studies, 1993

University of Michigan

Ann Arbor, Michigan

Bachelor of Arts, Interdisciplinary Humanities, 1990

Michigan State University

East Lansing, Michigan

Employment History

Baker College of Owosso LibraryOwosso, Michigan : August 2008 to February 2011

Reference Librarian

Provide academic reference serviceConduct library instruction classesProvide Microsoft Office 2007 support for patronsInstall networking software and configure patron computers to use Baker College wireless networkResponsible for closing library--counting fines and fees and perform shut down of libraryResponsible for collection development of ten academic topic areasResponsible for development and maintenance of a Web 2.0 LibGuides page on the topic of Information Systems

Select books for themed displays. Provide annotated guide to selected new booksSchedule tutoring sessions for Baker student using TutorTrac software

The Information ExchangeEast Lansing, Michigan : February 2008 to August 2008

President

Provided research and editing to customersProvided bibliographic instruction to

customersAttended entrepreneurial classes to support

this endeavor

Library of Michigan,

Service for the Blind and Physically HandicappedLansing, Michigan : September 2007 to November 2007

Readers' Advisory

Provided readers' advisory to special patron

populationusing CUL softwareProvided circulation assistance for recorded

books

Clinton Eaton Ingham

Community Mental Health Authority

Lansing, Michigan :

January 2007 to April 2007

Creative Recovery

Grant Leader

Provided administrative oversight functions and

management of facilitators and instructors of classes designed to help

severe, persistently mentally ill persons to recoverWorked with Microsoft Access to keep track of

this Federally funded grant's expensesWorked to provide consumers of public

mental health services increased self-determination, dignity, respect,

support and growth

DeWitt Public Library

DeWitt, Michigan :

July 2001 to July 2006

Librarian

Provided reference

service to patrons of a Class V library north of Lansing, Michigan with a

circulation of 120,000 pieces/year Provided

circulation service to patrons using SIRSI library automation Processed

Interlibrary Loan requestsProvided computer

training; WindowsXP, Internet Explorer, WWW searching techniques Assisted with

cataloging and preparation of items for circulation Assisted with

collection development

Michigan

State University Department of Mathematics

East

Lansing : April 2001 to October 2001

Macintosh Systems

Support, Systems Analyst I

Installed,

maintained, troubleshot and consulted Macintosh and Windows based

computers and issues for Mathematics faculty and staff Developed and

tested an internal inventory tracking database using a web interface and

active server pages to a SQL Server backend database

Clarus Information

Architects

Ypsilanti, Michigan :

October 2000 to March 2001

Freelance Consulting

Developed, tested

and coordinated implementation of an Access backend to a web-based

community information database

University of Michigan,

Merit Network, Inc.

Ann Arbor : November

1996 to October 2000

Internet Consultant,

Computer Systems Consultant II

Managed and sold

Internet connectivity to Michigan consortia, libraries, schools,

businesses, not-for-profit organizations Wrote continuing

contract proposals for my affiliatesManaged 40 Merit

affiliatesConsulted with

peer Internet Consultants at Merit to provide excellent customer service

in a informal team environmentFacilitated

customer billing questions and concerns with Merit's billing departmentFacilitated public

relations and affiliate training to Merit affiliates Produced the

Spring 1998 MichNet Seminar at Hope College in Holland, Michigan with one

other co-worker. At the seminar, Merit affiliated representatives

attended 1-2 hour sessions on various topics ranging from network

security to webpage design.Proactively

networked with affiliates at Merit outreach meetings and professional

conferencesEnsured proper

functioning and operation of Merit services to affiliates Facilitated

in-person meetings around the state between Merit staff and affiliate

staff to identify and solve problems regarding networking, billing (such

as Universal Service Fund issues) and technology and network planningPulled together

stakeholders to problem solve complex networking and technology

initiativesThese meetings

would serve to get several interested parties, like intermediate school

district representatives, their other vendors, board members and

technical staff on the same page, both technologically and cooperatively

speakingCoordinated dial-in

server (AAA) software upgrades. Authorization, Authentication and

Accounting software, pioneered by Merit, governs the operation of MichNet

Dial-in, Merit's statewide dial-in networkCoordinated domain

name service (DNS) establishment and changes between affiliates and Merit

and/or the InternicCoordinated IP

address allocation. Merit provides its affiliates with blocks of Internet

Protocol addressesProcessed reports and

correspondence of Internet abuse casework. Informed Merit clients of

Internet abuse by their users and advised on appropriate actions to take

State of Michigan,

Lansing, Michigan : August 1993 to October 1996

Internet Coordinator,

Department of Natural Resources

Data Systems Analyst,

Department of Natural Resources

Public Policy Intern,

Department of Management and Budget

Department of

Natural Resources, Internet Coordinator (Webmaster) Responsible for

the DNR's World Wide Web server content, maintenance, operation Developed

web-based forms that used CGI technology to collect and process data from

web end users Department of

Natural Resources, Data Systems Analyst Programmed

Microsoft Office solutions and improved mainframe based legacy systems within

the DNRDeveloped, tested,

implemented a correspondence tracking system using Microsoft Access.

Trained DNR Executive Secretaries and their support staff on this systemDepartment of

Management and Budget, Project MAIN (Michigan Administrative Information

Network) Worked with

Microsoft Access extensively to develop, test, implement, manage and run

an employee time and effort tracking system for employees' work on

Project MAIN Developed and

maintained the Project library

Associations and Certificates

State of

Michigan Permanent Professional Librarian's Certificate

American

Library Association

Michigan

Library Association

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