Technical Support Analyst

Cristina Boggs

*********@*******.*** • +1-614-***-****

http://www.linkedin.com/in/cristina-boggs-94a2006

New Holland, OH

Systems Librarian Support Analyst

Results-driven Librarian & Consulting Support Analyst expert with 15+ years of experience in library systems, technology support, and automation. Well-versed in troubleshooting, optimizing library automation systems, and integrating emerging technologies to streamline workflows and improve efficiency. Adept at delivering high-quality technical support and managing complex library technologies while enhancing user experience through innovative problem-solving and process automation. Skilled in cataloging systems, metadata management, and database administration, with a proven track record of implementing seamless system migrations and driving operational improvements.

Areas of Expertise

Library Automation Systems

Application Troubleshooting & Support

Cataloging & Metadata Management

Acquisitions & Circulation Systems

Electronic Resource Management with KBART files

SQL & Data Reporting

Technical Documentation & Training

AI & Emerging Technology Solutions

Process Automation & Workflow Optimization

Digital file management. Archival services and OAI

Key Accomplishments

Implemented Python and VBA-based tools for automating repetitive workflows at OCLC.

Coordinated the automation of library processes, reducing cataloging time and increasing operational efficiency at Dayton Metro Libraries using SQL databases, VBA, and web scripting.

Led the successful migration of Dayton Metro Libraries from DRA to Dynix Horizon, ensuring uninterrupted library operations through effective data extraction, profiling, and system implementation.

Developed web-based AI tools at OCLC to reduce troubleshooting and response time for support staff.

Career Experience

Consulting Support Analyst OCLC, Dublin 2013 – Present

Deliver advanced troubleshooting and support for all Platform products, ensuring technical issues are swiftly resolved while enhancing the overall user experience. Leverage deep technical knowledge and problem-solving skills to drive improvements and optimize library operations.

Provided critical troubleshooting and mentoring on cataloging products like Connexion client/browser and Record Manager, enhancing system stability and minimizing downtime.

Created a Python-based customer support search tool and VBA-powered KBART creator, streamlining workflows and improving efficiency.

Developed web-based AI prompt-building tools and LHR/export troubleshooting tools to speed up support staff troubleshooting and response generation.

Implemented AutoHotkey scripts to accelerate email response times, improving productivity and service response times.

Acted as a liaison with Connexion and Record Manager teams to address system bugs, ensuring quick resolution and maintaining system integrity.

Senior Technical Support Representative LexisNexis, Dayton 2008 - 2013

Provided telephonic and remote support to internal teams and external customers, troubleshooting complex legal software issues and resolving technical inquiries efficiently.

Worked with cross-functional teams to resolve client issues.

Automated Systems Librarian Vistronix/AFRL Technical Library 2006 – 2007

Managed the technical infrastructure for the AFRL Technical Library, overseeing software upgrades, batch processing, SQL report generation, and electronic resource troubleshooting.

Maintained cataloging technologies, ensuring continuous operation and minimized downtime.

Led troubleshooting for electronic resources, ensuring seamless access and usability for library patrons.

Generated SQL reports to support catalog maintenance and improve data insights, enhancing library operations.

Maintained the library’s website, improving user experience and online resource accessibility.

Integrated Systems Librarian Dayton Metro Libraries 2001 - 2005

Played a key role in maintaining, implementing and optimizing the library automation system, leading several initiatives to streamline cataloging, acquisitions, and circulation processes.

Led the migration from DRA to Dynix Horizon, including data extraction, profiling, and implementation, ensuring a smooth transition with minimal disruption to operations.

Created programs in Visual Basic and OML that automated repetitive cataloging tasks, significantly reducing processing time and enhancing operational efficiency.

Developed and maintained the library’s content management system, improving internal and external user interaction with online resources.

Provided comprehensive training and documentation for staff on new procedures, ensuring smooth adoption of technological changes.

Served as the primary contact with the library automation vendor, ensuring system updates and maintenance were performed efficiently.

Certifications & Training

AWS Certified Machine Learning Engineer – Associate – March 2025

Library Juice Academy Introduction to AI and Metadata: Uses with Library Data - March 2025

AWS Cloud Quest: Machine Learning

AWS Cloud Quest: Data Analytics

AWS Cloud Quest: Cloud Practitioner

AWS AI Practitioner

AWS Cloud Practitioner

Cloud Essentials certification CompTIA - March 2023

DATA+ certification CompTIA – January 2023

Mini-MBA Miami University – December 2020

Web of Data Coursera – April 2019

Introduction to User Experience Principles and Processes Coursera – January 2021

Completed 1 year of MBA prep at Wright State University – 2012 - 2013

Technical Proficiency

Programming languages:

HTML, JavaScript, CSS, XML, JSON, SQL, Python, OCLC Macro Language, VBA, Databases

Scripting through AI

Education

Master’s degree in Library Science Indiana University

Bachelor’s degree in English literature Miami University, Oxford

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