Elisabeth A. Riba
                              lis@osmond-riba.org
                                 (781)665-5695

Creative and energetic problem solver who enjoys fast-paced challenges.
Exceptionally talented in information retrieval. Adept at quickly learning
and troubleshooting technology. Over ten years of increasing
responsibilities in improving user experience. Master's in
Library & Information Science

Problem Solving

 * Acted as informal information broker for worldwide CommunityBuilders
   group which included members and managers of IBM Research. Became
   principal subject matter expert on searching.
 * Redesigned Lotus product design methodology to improve compatibility
   and increase customer satisfaction by generating ideas on process,
   researching competitors, and compiling comparison charts of comparable
   features across our product line.
 * Became authority on the most complex subsystems of products, including
   internationalization and cross-platform scheduling interoperability.
   Uncovered, diagnosed and resolved technical problems in these areas.
   Final product won numerous industry awards.
 * Flew to Minneapolis on one day's notice to resolve site-wide
   interoperability problem for a major customer.
 * Migrated supervisory group to mandated call tracking software by
   writing documentation and providing hands-on assistance. Manager
   called our team's transition smoothest, timeliest and best informed.

User Experience

 * Defined design from ground up for real-time instant messaging
   multilingual translator under aggressive schedule and with limited
   resources. Worked with an international team that had never used a
   designer before. Completed all specifications ten days ahead of
   schedule.
 * Ran all phases of usability testing single-handed on collaborative
   document library program. Produced a 33 page report detailing design
   problems and providing suggested solutions, which have been
   incorporated in subsequent releases of the product.
 * Worked weekends to deliver web portal interface design within one month
   under extremely tight deadlines, enabling team to ship on time.
 * Submitted proposal for new features to management which became
   Organizer Web section.

Communication

 * Consistently praised by managers for actively sharing information
 * Wrote end-user online help for a short-staffed project which had no
   technical writer. Volunteered in addition to my regular duties so
   project could meet externally-imposed deadlines.
 * Wrote 13 page internal document educating entire department on
   international issues in software and how to test them. I was
   complimented for the team's elevated understanding of globalization.
 * Wrote over 50 documents codifying technical best practices for other
   support specialists and for customers, published on CD-ROM and on
   the World Wide Web.
 * Trained technical support department on database connectivity and
   interoperability issues, enabling them to resolve technical problems
   for users.
 * Co-authored "ODBC: Windows to the Outside World," presented at
   national SAS conferences.

WORK HISTORY

2003 - 2004	INMAGIC, INC.
Inmagic Inc. is a global provider of information management software
and services for businesses and special librarians.
2003 - 2004	Product Support Professional, Level 2
 Provided technical software support to customers by telephone and e-mail

1991 - 2002	IBM (formerly Lotus Development)
IBM is involved in the creation, development and manufacture of information
technologies, including computer systems, software, networking systems,
storage devices and microelectronics.
2000 - 2002	Staff Software Product Design Professional
 Designed and evaluated user interaction and ease of use for various
 software products
1997 - 2000	Systems Quality Engineer III
1995 - 1997	Application Quality Engineer II
 Planned and executed test strategies for Lotus calendaring and
 group scheduling software, primarily the Organizer family of products
1994 - 1995	Senior Technical Support Analyst
1992 - 1994	Technical Support Specialist
1991 - 1992	Associate Technical Support Specialist
 Provided technical software support to internal and external customers

EDUCATION
Master of Science in Library & Information Science
 Simmons College, Boston, MA
Bachelor of Arts in Creative Writing with Computer Science minor
 Brandeis University, Waltham, MA
Certified Lotus Specialist: Domino System Administration and
  Notes Application Development
Attended LITA National Forum, Fall 2002
Attended Conference on Universal Usability, Fall 2000
Attended User Interface 2000 Conference, Fall 1999