DIT at UMD

University Of Maryland • College Park, MD • August 2017- Current

IT Coordinator, Outreach Specialist, Knowledge Management

Knowledge Management has been described as "the process of capturing, distributing, and effectively using knowledge." As part of DIT, we're concerned with managing IT knowledge and sharing it through the IT Knowledge Base. The knowledge management team also works to bring awareness to useful services the UMD community may not know they have access to. We share this knowledge and information through training, social media, and other outreach opportunities like the Terrapin Tech Expo.

• Write communications with Strategic Communications, Service Owners, Community Outreach, and leadership for campus-wide emails and newsletters.

• Manage DIT social media pages, organically increasing our Twitter following by 59% and Instagram following by 73% during my management.

• Author, edit, and review hundreds of support articles in ServiceNow each period to ensure clarity for different audiences and compliance with Knowledge Management’s style guide.

• Respond to criticism on public forums including the DIT website and social media to improve stakeholder perception of DIT.

• Speak at large events designed to bring awareness to DIT services.

• Invited to speak at multiple UHR Power Hour events.

• Assist technical teams and Service Owners with documenting their processes for the creation of communications and support articles.

• Volunteer on Strategic Plan Initiative Four: Foster Partnerships and Collaborations, which focuses on improving DIT communication with our stakeholder groups.

• On-call to quickly complete incident alerts in ServiceNow that email the campus community about service outages and degradations.

• Contributor on the ITSupport.umd.edu redesign and the upcoming IT.umd.edu redesign.

• Implemented websites for Terrapin Tech and added content to the Email Migration website.

• Transcribe complicated Knowledge Management processes into clear procedures that service owners use to manage their documentation.

• Created dozens of videos and graphics for educational, promotional, and reporting purposes.

• Develop and instruct training presentations on complex systems that participant surveys prove effective.

• Lead the Knowledge Management team during our team lead’s 3-month leave last period.

• Earned an “Exceeds Expectations” evaluation during four PRD periods.

Professional Development

• Fierce Conversations Workshops

• Clifton Strength Workshop

• Adobe Education Exchange Photoshop Course

• LinkedIn Learning courses: Writing in Plain English and Instructional Design

• Project Management workshop: Increasing Your Influence as a Leader

• Poynter Fact-Checking Course