Support Center

Users weren’t finding our help content so we built a resource that is visual, clear, accessible, and contextual.

Raw, manual file management

How I’ve explained the Command Line to beginners The following is helpful documentation I produced in Gist for my data science students as they learned how their computer’s…

Onboarding Site

Our onboarding process was ad hoc so I put key material into an informative package that helps new hires learn.

Implement a Redirect

Use Super Admin privileges to accommodate a VIP

Consultation Logs

I used our publishing platform to create a private site for logging helpful details about support sessions.

Support Model

How knowledge management works in support of client service.

Training Hub

I created a new option that lets users take courses at their own pace.

Content Audits

I periodically conduct content audits to overhaul the information that users access.

Usability Testing

I set up simple entry forms to guide our testers through user stories, test cases, and acceptance criteria.

Change Management

I played key roles in both phases of NYU IT’s change management effort

Solutions Log

I set up a way for my team to document stuff that works or record knowledge about best practices.

Workshop Guide

Subhead Problem tk Solution tk Result tk:

Crash Course Workshops

WordPress at CUNY SQL at IRE HTML at CTS

Produce Screencasts on a Mac

Capture videos of your screen using QuickTime’s built-in features

Active Learning

Examples of engagement strategies and participatory methods

Youth Programs

First Take UJW USC SAT prep Emmaus House