1Password, Support Shadow of Z’ha’dum

May 2018 - Present

I help people make the most out of 1Password so they can forget all their passwords.

  • Replies to inbound customer emails quickly, courteously, and empathetically

  • Diagnoses and troubleshoots problems with customers' software and accounts in order to get them up and running again, focusing on the Mac and iOS platforms

  • Developed and is executing training for new customer support colleagues

  • Resolves billing issues with customers as well as helps colleagues with advanced billing questions

  • Works with the development and QA teams to improve software through reporting bugs and customer trends

  • Identifies sales opportunities through triaging potential corporate clients to the Sales team

SLA KM Division, Secretary

January 2019 - Present

SLA Toronto, Technology & Communications Director

January 2017 - Present

  • Serves as a member of the SLA Toronto Executive Board, reporting to the President, and submitting a report prior to each Chapter Executive Board Meeting

  • Supervises, develops, and supports the Social Media Manager, including posting to and monitoring the Chapter Twitter account

  • Projects include creating a 2018 social media strategy, Technology & Communications portfolio transition documents and succession planning, and proposing a website content ownership structure

SLA Toronto, Courier Editor

January 2017 - Present

  • Publishes the Chapter newsletter, adhering to a publication schedule created with the Executive Board after a relaunch in 2017

  • Publicizes Courier copy deadlines and solicits content from Chapter members, officers, and professionals in the Toronto area

SLA Toronto, webmaster

November 2015 - December 2018

  • Uses WordPress and C-Panel to approve comments, ensure software updates are processed, monitor site bandwidth, and maintain the content of toronto.sla.org

  • Creates and delivers customized training for Executive and Advisory Board members about how to use @sla.toronto.org webmail

  • The first point of contact to help SLA Toronto members troubleshoot both using the site and contributing content

  • Performs site content audits to identify and remove or update outdated information

Rogers COMMUNICATIONS, Content Engineering Lead / Knowledge Management Content Solution Analyst

November 2016 - May 2018

Part of the team that supports the knowledge management system (KMS) that call centre agents use, with the goal of decreasing handling time for agents, through activities such as:

  • Analyzes agent focus group results to drive new content solutions and validate current solutions

  • Creates proofs of concepts for new content solutions to address top call drivers and agent pain points within the KMS

  • Builds new solutions in order to test with agents and content authors, before they go live to agents across the country, to ensure a smooth rollout

  • Enhances content findability and scannability for agents through taxonomy use and development

  • Launches content solutions on time to solve agent pain points around using the KMS as well as meet business requirements and timelines

  • Conducts ad hoc reporting based on data from the production mirror content database to support content solutions and decisions

  • Conducts content inventories and audits to ensure agents are accessing correct information to help customers

  • Develops, creates content for, and leads training to content authors to understand and correctly write content for new content solutions

Ontario Council of University Libraries / Ryerson University, Ask a Librarian Chat Reference Operator

September 2015 - April 2017

  • Provided online, real-time academic reference assistance for students, staff, and faculty of participating universities through chat-based customized virtual reference interviews in order to help them access their institution’s online and in-person resources (such as reference guides, databases, and consultations with reference librarians) so that they could self-serve in the future

  • Assisted users in learning how to perform research activities including database searching, citation research, and essay construction

  • Achieved one of the highest satisfaction survey response rates, with over 85% of respondents for the 2015-2016 school year saying they received excellent service, which was more than 10% higher than the average for all operators, and all respondents said they received just the right amount of service and would use the service again

  • Recommended by Ask a Librarian management to Ryerson to work as an operator for the 2016-2017 school year

RGA International, Knowledge Management & Information Specialist

April 2016 - November 2016

  • Gathered requirements and assessed the needs of internal clients to then translate them into technical requirements, either to create or share with IT, for projects including:

    • SharePoint site rebuilds and new builds

    • Research, creation of, and presentation of a centralized enterprise KM program proposal

    • Presentation about the possibilities of Yammer use for team collaboration

  • Managed retention schedules for content to ensure correct and timely resources were available for internal clients

  • Produced and distributed eight monthly country market and industry updates for an enterprise-wide audience, continually scanning the external environment for trends and issues specific to the local country markets, industry and clients

RGA International, SharePoint Content Specialist

September 2015 - April 2016

  • Conducted requirements gathering, content audits, and mockups and prototypes for a new team intranet SharePoint site

    • Planned and built the site architecture; migrated, amalgamated, and tagged current team content; and developed and built pages and webparts to meet team needs and wishes for their SharePoint presence

    • Supported the team with using their new solutions in the future by providing general SharePoint training, virtual group training tailored to each team’s site and needs, and creating governance and how-to documents to accompany their site

  • Established credibility throughout the company as a knowledge management subject matter expert and consultant, through researching and writing a two-page “KM at RGA” document for internal distribution, participation in the global KM working group, and being asked to develop KM solutions for various other teams

  • Performed ad hoc research using research tools such as Factiva, AM Best, AXCO, Moody’s, LIMRA, Standard & Poors, and Asia Insurance Review

Ivey Business school, Research Assistant

June 2014 - August 2015

  • Supported Dr. Bryan Hong’s research goals by searching business management, economics, finance, and psychology databases, synthesizing and summarizing data by writing literature reviews, and analyzing citation rankings of literature to assess relevance to his research

  • Research conducted was incorporated into Journal of Business Ethics, June 2016 136:1, pp 199-213

PwC Canada, Content Management Associate

September 2014 - April 2015

  • Helped sustain an up-to-date and relevant intranet through designing intranet pages and graphics, liaising with content contributors and business stakeholders to help them share their content effectively throughout the firm, and formatting intranet content with HTML, CSS, and JavaScript

  • Proposed and created solutions, including SharePoint wiki pages, slidedocs, and PwC branded collateral, to support knowledge sharing throughout the team

  • Participated in executing the team business strategy through collaborating on major projects such as SharePoint governance and content working groups, intranet button style guide audit, monthly intranet content deployments, intranet migration analysis research projects, and transcription of usability testing data and synthesis of data into a draft report for senior management

Western University, Student Assistant (Circulation and RFID) at D.B. Weldon Library

May 2014 - August 2014

  • Staffed the circulation desk and provided circulation services assistance to students, faculty, and staff using Sierra ILS

  • Sorted returned books to be shelved and identified books to be repaired

  • Shelved books and pulled loans to be sent to other branches

Bath & Body Works, Co-Manager (Capability)

June 2012 - July 2013

  • Supported store sales through organizing and maintaining the backroom and overstock areas so product was ready to be sold at all times, including coordinating product movement between sales floor, back room, and offsite storage facility

  • Managed controllable expenses, including demonstration products, gratis products, and damaged write-offs, as well as incorporating Loss Prevention and safety messages into daily operations

  • Supervised overnight inventory, including directing employees and liaising with the external vendor to ensure correct shrink was reported and inventory was correct going forward

  • Contributed to yearly performance reviews and on-going coaching of cash and stock employees

  • Tracked and measured on hourly key performance indicators during manager on duty shifts (including sales budget, hours utilization, payroll targets, conversion, average dollar sale, and units per transactions)

Indigo, IndigoKids Customer Experience Manager

May 2011 - June 2012

  • Led the store-wide initiative of renovating and rebuilding the existing Kids department into a new IndigoKids shop (a major revenue generation project for the company as a whole)

  • Oversaw business development and management of the IndigoKids department, exceeding sales goals by over 100% year over year

  • Managed, developed, and coached IndigoKids associates to achieve department sales goals by training them in product knowledge, selling techniques, and merchandising

  • Provided information and trouble-shooting for Kobo e-readers sold at the store and helped customers determine their reading needs to recommend the correct model

  • Planned and executed a dynamic and exciting 2012 March Break program, including social media and in-store marketing, and exceeded sales goals over both the previous year and plan

  • Built and maintained relationships with local media, schools, and organizations to identify corporate sales opportunities, advertise IndigoKids events, and book fundraisers

  • Managed the donation and scrapping lines on the store’s profit and loss (P&L) report, keeping these expenses under the allotted budget




Adventures in social media outreach: A Case study

GRC Presents...Writing Outside the Ivory Tower: How to Share Your Voice Outside the Academy - July 20, 2017

  • Presentation about publication avenues in library and information science beyond academic journals

Knowledge Management and Public Libraries - Education Institute Bright Young Minds Webinar, October 6, 2016.

Adventures in Knowledge Management

Social Media as a Tool for the Information Professional

  • SLA Toronto Courier, 52(4), Summer 2015

GRC Presents...Wikis for Information Organizations - June 23, 2015

  • Workshop about best practices for using wikis as a knowledge sharing tools in organizations

GRC Presents...Book Merchandising - May 27, 2014

  • Presentation about applying basic visual merchandising principles to library collections



Western University

Master of Library and Information Science (MLIS)
Graduated August 2015

University of Toronto

Master of Arts (MA) in Northwest Semitic and Egyptian

Graduated April 2008

Wilfrid Laurier University

Bachelor of Arts (BA) in Near Eastern Archaeology

Graduated April 2007



Samuel D. Neill Scholarship (Summer 2015)

E. Stanley and Nadine M. Beacock Bursary (Winter 2014)

William J. Cameron AWard (Fall 2014)



Social media platforms (Twitter and Facebook)

Social media management (Buffer and Hootsuite)

Corporate social engagement (Jive and Yammer) 

Microsoft Office 2016 and O365 (Word, Excel, PowerPoint, Access, OneNote, Lync/Skype, Planner)

Content Management Systems (CMS) (Oracle Knowledge Management and SharePoint 2007 - Online)

SharePoint management (Metalogix and Quest webparts)

Google Drive (Docs, Sheets, Slides, Forms)

Blogging and content management (WordPress and SquareSpace)

Website management (cPanel)

Image manipulation (SnagIt)


Basic CSS

Basic JavaScript

Basic Oracle SQL

Ticket management (Cerb and ServiceNow)

E-readers and e-reading software (OverDrive)

Database and OPAC searching

Greenstone digital library platform

Dublin Core metadata standards

Sierra ILS

Chat and virtual reference software (LibraryH3lp and LivePerson)