Deliver outstanding customer service to students, alumni, staff, and community patrons using library resources and visiting a busy testing center. Acquire and maintain multiple high-stakes testing certifications. Provide hardware and software troubleshooting for patron devices and college-owned computers, printers, and audio video equipment. Implement policies consistently and in a professional manner.

Managed initial stages of all reactive child exploitation cases referred to the State of Pennsylvania from the National Center for Missing and Exploited Children. Prepared legal process including court orders and search warrant affidavits. Created and delivered educational presentations regarding internet safety for community groups, K-12 schools, social services, and police organizations.

Developed actionable leads based on reports submitted to the CyberTipline regarding child sexual exploitation. Provided technical support to law enforcement and in-house assets. Successfully completed an extensive selection, vetting and training process before obtaining certification.

Documented reports of missing and exploited children via the 1-800-THE-LOST hotline. Effectively communicated with parents, social services, and law enforcement. Detailed accounts of missing child sightings and triaged reports to internal offices. Maintained certification for National Crime Information Center (NCIC) terminal.

Provided case support for missing child cases, including cases involving endangered runaways, family abductions, and long term non-family abductions. Contacted and discussed case details with parents, law enforcement, and social services. Prepared case notes and updated the NCMEC electronic filing system.