Business Analst - Knowledge Management

Eaton - Asheville, NC (2/2023 - current)

• Instigated the transition from a team of technical writers to a Knowledge Management team

• Knowledge-Centered Service Practices certified

  • Lead the integration of KCS as the model for all customer service organizations, especially EatonCare

  • Designed and delivered training/learning for relevant teams across divisions based on their needs, goals, and use cases

  • Designed job aids and procedural documentation as reference materials for users

• Certified Knowledge Manager, Knowledge Management Institute

  • Lead the integration of Knowledge Management strategies across customer service and marketing platforms

  • Collaborated with a small team of technical writers to provide editing and final standardization

  • Collaborated with technical support teams across divisions to design best practices and processes for Knowledge Management

  • Drove feedback collection from users to in turn drive enhancements to Knowledge in Salesforce system-wide

  • Provided process documentation and training for Knowledge to Case workers

• Collaborated with document asset managers at high levels to implement holistic Knowledge Management strategies

  • Implemented feedback loops from customer service to product teams for documentation updates

  • Worked tirelessly to design adequate document accessibility so that proactive technical documentation could be viewed through the same window as reactive knowledge articles

• Collaborated with Salesforce IT Development Team as Business Process Owner for Knowledge

  • Worked throughout the global Salesforce rollout at Eaton from 2023-2025

  • Drove original design and enhancements to the Knowledge object

  • Utilized Jira to communicate, track, and, at times, contribute to tasks and user stories for Knowledge

  • Participated in User Acceptance Testing for both Knowledge and Case

  • Lead change communications for Knowledge

Library Media Coordinator

Clyde A. Erwin High School - Asheville, NC (11/2014 - current)

• Worked with a co-librarian to manage all aspects of our library program including daily business and long-term planning

  • Managed and maintained the library collection including reviewing and acquiring new materials, cataloging, re-organizing existing materials for better accessibility, gaining access to digital materials, analyzing genre labels, and defining search parameters based on the needs of a diverse, 1300+ community of users

  • Re-designed the physical library space to better serve our users

  • Developed effective communication processes for sharing our information, updates, and processes

• Collaborated with teachers and students teach classes on subjects like information literacy and research as well as technical training like Google Apps for Education

• Participated in all Professional Development for staff and faculty

• Led PD on numerous topics 

  • Worked with a team to design and deliver a required 10 hours of training on SMART Boards

  • Worked with a team to design and deliver a required 30 hours of 1:1 Best Practices when the school system went to 1:1 student laptops

  • Collaborated with coaches to plan and deliver yearly PD requirements in my areas of knowledge, leadership, and expertise including website building, PBIS, social media, and instructional technology.

• Webmaster (2014 - current): Responsible with a co-librarian for all aspects of the school website

  • Designed and delivered all trainings to teachers for managing their individual sites

  • Developed and maintained documentation for user best practices

  • Updated website from a poor ranking on ADA compliance to the #1 ranking in the school system

  • Re-organized pages and menu options for greater information accessibility and ADA compliance

  • Collaborated with a team to manage the school's Facebook page and other communications systems

  • Actively wrote content and created marketing using tools like Canva for news and events

• Communications Team Manager (2021 - current)

  • Developed standards and policies for both internal and external communication

  • Implemented a content calendar to help the team manage posts across multiple platforms

  • Collaborated with teachers to involve students in communication efforts

• 1:1 School Based Manager (2016 - current): Responsible with a co-librarian for the school's entire fleet of student laptops, including assigning, tracking, training, and IT support

  • Designed our in-house support process to work in conjunction with the county-wide system

  • Developed workflows for teachers to support student computer use and troubleshoot problems

• Positive Behavior Interventions and Supports In-School Coach (2017-current): Responsible for leading the PBIS team and managing all aspects of the program in the school

  • Implemented a Four Year Plan using action steps to bring our program into existence and build confidence and buy-in throughout our school

  • Designed and delivered numerous trainings and informational sessions on the PBIS program

  • Developed and maintained all documentation, how-to videos, and walkthroughs for system users

  • Maintained active communication about the program and any updates

• School Improvement Team Member (2017 - 2020)

  • Led the standardization of our document management system on Google with naming conventions and organization hierarchy and taxonomy

  • Led the transition to a digital school-wide "one calendar" system using Google Calendar

• Literacy Team Member (2014 - 2020): Responsible for planning and delivering yearly Professional Development to our staff; topics include writing across the curriculum, high impact strategies, and graphic organizers

  • Focused on leveraging instructional technology tools within the overarching PD focus, i.e. digital tools for creating graphic organizers like MindMeister

• Graduation Project Coordinator (2015 - 2019)

  • Re-designed and delivered content for the research model for our school

  • Led the transition from printed, binder portfolios to digital portfolios and taught all students how to create websites using tools like Google Sites and Weebly

  • Completely overhauled the management system for presentation day using forms and spreadsheets

  • Introduced clear procedures and workflows for teachers to manage their students needs through me

• Paddison Grant Point of Contact (2017 - current)

  • Collaborated with teachers to write grants that meet the requirements of the program

  • Edited and proofread written grant proposals

Substitute Librarian 

Buncombe County Public Library - Asheville, NC (8/2014 - 2/2016)

• Hired to fill shifts at libraries across the county on an as-needed basis

• Completed general reference and circulation librarian duties like checking books in and out and answering patron questions

• Had to adapt to different library set ups, expectations, and procedures quickly

Library Media Coordinator

Hawthorne Academy of Health Sciences - Charlotte, NC (8/2013 – 6/2014)

• Part of the transitional team from Hawthorne High School to Hawthorne Academy of Health Sciences; for the Media Center, this involved specifically the transition from MC to Learning Commons

• In charge of all daily business and management in the Media Center, in relation to both short and long term planning; Reviewed, acquired, and cataloged new materials based on specific community needs

• Worked collaboratively with teachers to build 21st century skills and information literacy

  • Collaboratively designed and taught a research project for 9th graders in which students conducted research based on a historical fiction novel of their choice

• Participated in all Professional Development for staff and faculty

• Designed and delivered PD on instructional technology topics mostly focused around the introduction of Google Apps for Education in CMS

• Graduation Project Technology Coordinator

  • Delivered instruction to students to build presentation skills

  • Planned the day of presentations and problem solved in real time

• Apple Administratpr: Managed inventory for the school's fleet of iPads as well as technical support

• Materials Management Information System Coordinator: Conducted and reviewed inventory for the school

• School Leadership Team member

• Department of Virtual Learning and Media Services Leadership Team member

Research Assistant

LEARNNC  - Chapel Hill, NC (1/2012 – 5/2013)

• Presented the work of LEARNNC at various conferences and events with others from our team

• Liaison to the North Carolina Digital Heritage Center and responsible for designing and creating curriculum content to bridge the organizations' work

  • Updated the NC History digital textbook created by LEARN with resources from the NCDHC

• Worked with a combined LEARNNC and NCCAT team to discuss and plan collaborative programming

• Produced and hosted episodes of LEARN NC’s podcast program, “Listen with LEARN NC”

English Teacher

T.C. Roberson High School - Asheville, NC (8/2006 – 6/2011)

• Began as Title II teacher with all classes comprised of low-level or low-performing students in English I, II, and III; Became permanent member of faculty in Fall 2007

• Designed and delivered original curriculum materials following the NC Standard Course of Study

• Maintained an active role in Professional Development within the school and county

• Was a part of the process at both the school and county level of starting a Freshman Academy in Fall 2008, including curriculum decisions, integration of technology, and discussion of best practices for scheduling and team-teaching

• Consistently had high performance numbers (92% and above passing) on English I End of Course Test

• Collaborated with Media Coordinators and Social Studies teachers to team-teach a Freshman Seminar focused on research from 2009 through leaving the school

• Served as Head of the Technology Branch of the Graduation Project Committee (2008-2011)

English Teacher

Hendersonville High School - Hendersonville, NC (2/2006 – 6/2006)

• Assumed all responsibilities as interim teacher for the remainder of school year

• Taught all levels of English IV (standard to AP) and Inclusion English I

• Incorporated a senior research project that was not previously required

• Worked collaboratively in Professional Learning Communities

Graphic design as a creative outlet and marketing tool

Creative play as a learning strategy

Database management and information organization and accessibility

Editing and writing

Collaborative work environments

Website building

​Video and general production

Reading for building empathy

Making the spreadsheet do the work

Project Management

Event planning

Knowledge-Centered Services Practices certified (Consortium for Service Innovation)

Certified Knowledge Managers (KMI)

Education Related

English 9-12 (2024) - State of North Carolina

School Library Media Coordinator (2024) - State of North Carolina

American Library Association (ALA)

North Carolina Association of Educators (NCAE)

NC PreK-12 Literacy and Equity Summit. Virtual. January 19, 2022. Sessions attended: Literacy Supports within an MTSS: Ensuring Educational Equity for Each and Every Student; Supporting Adolescent Literacy: Accelerating Reading in the Secondary Classroom.

BCS BEST STEAM 18. Asheville, NC. August 8-9, 2018. Sessions attended: Student Engagement with Adobe Spark Apps; Addressing Literacy Standards Utilizing Memes; Fake News Part II - New Technology, Trends, and Solutions; MS Access - Testing Plan Made Easier; Making the Most of Digital Portfolios; Celebrate the Learner in Me; Grants Galore: Understanding Grant Funding for STEAM initiatives; Setting Up a Mini-Conference for Your Students or Their Parents; Teaching and Grading Writing in the Digital English Classroom; X Marks the Spot: Google Tour Builder.

BCS BEST STEAM 17. Asheville, NC. August 9-10, 2017. Sessions attended: New SMART Tools; Using Social Media; Live Newscasting; Makey Makey; Future Ready Media Centers in a 1:1 Environment; SLMC PLC and Planning Day.

The Amazing Connection: NC DPI Connect Event; Asheville, NC. April 28, 2017. Sessions attended: Charting a Path for Professional Learning; Digital Learning Competencies for Teachers; Digital Tool Slam; Digital Citizenship; 1:1 Device Management.

EdCampAvl. Asheville, NC. April 22, 2017. Sessions attended: Building a Collaborative Environment; Makerspaces; 1:1 Rollout and Retrieval.

BCS BEST STEAM 15. Asheville, NC. August 11, 2015. Sessions attended: 1:1 Q&A; Using Donors Choose; SMART 15 Notebook Advantage; NCWiseOwl Resources; Discovery Education; Social Media; Global Teaching with Technology; Book Backdrops and Primary Sources; Teaching with Little Bits.

EdCampWNC. Cullowhee, NC. April 18, 2015. Sessions attended: Managing MakerSpaces; What can you do with Canvas?; Using Twitter to Grow Your PLN.

Building a Bridge to Literacy for African-American Male Youth: A Call to Action for the Library Community. Co-sponsored and planned by UNC School of Information and Library Science, NC Central University, and the Institute of Museum and Library Services; Chapel Hill, NC. June 3-5, 2012. I was a student participant representing both LEARNNC and the School of Information and Library Science at UNC Chapel Hill.

Live Trivia Host (2011-2013); substitute Trivia Host (2021-current)

Pool Manager (2013); Lifeguard (2003-2006, 2009, 2013)

Customer Service Representative - Ultratan (2005-2009)

Resident Assistant - UNCA (2004-2005)

Customer Service Representative - Blockbuster Video (2001, 2003-2004)

Hostess - Cheers Restaurant (1999-2001)

Assistant (for lack of a better word) - Park Road Barber Shop (1999-2001)