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EDUCATION
Master of Education, Adult Learning
Concentration: Instructional Design & Technology
Master of Arts, Communication & Advocacy
Bachelor of Science, Communication Studies
EXPERIENCE
Senior Manager, Learning Systems
June 2021 - Present
• Manages a team of IT professionals primarily supporting the Learning Management System (Canvas, Lon-Capa), associated LMS integrations, and the Video Management System (Kaltura).
• Supports a university community of over 30,000 students, 3,500 staff members, and 3,000 faculty members.
• Responsible for student success-focused enhancement of key systems with an emphasis on security, accessibility and compliance.
• Serves in strategic IT planning roles, including: voting member of the IT Governance - Academic Technology committee, co-project manager for the Technology Services Knowledge Management implementation of Knowledge Centered Service (KCS) via RightAnswers.
Senior IT Specialist
April 2019 - June 2021
• Developed and implemented the rapid transition plan to all-online class facilitation via Zoom, including the delivery of Kaltura recordings for all Pharm.D. and graduate courses.
• Serves as the primary support lead at the School of Pharmacy for the transition from Blackboard to Canvas.
• Responsible for maintaining the functionality of the specialized audiovisual equipment in School of Pharmacy classrooms and conference rooms and implementing classroom upgrade projects.
• Consults with faculty & staff members for training with instructional software and systems including: The Google Suite, Blackboard, Canvas, PollEverywhere, Echo360, Voicethread, Kaltura, Zoom, and Qualtrics.
• Assists with planning and presentation of Lunch & Learn series for faculty development regarding opportunities to incorporate technology tools in classroom, distance learning, and precepting environments. Collaborates with medical campus groups to offer cross-school trainings.
Help Desk Associate
October 2018 - April 2019
• Served as a liaison between Technology Services and customers in the School of Business.
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• Assisted faculty and staff with room reservations, copy jobs, and IT support.
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• Utilized the KACE system to track and update customer tickets.
Course Instructor
August 2016 - May 2018
• Taught SCOM 123 (Group Presentations) to over 200 total students.
• Designed and prepare content which pertains to the goals of the course and aligns with content from the assigned text.
• Assist students with all parts of the speech preparation and presentation process, how to conduct audience analysis, and prepare informative and persuasive speech content.
• Prepare students for a cumulative final exam and for the university information literacy requirement.
• Hold office hours, meet with students one-on-one to discuss questions and progress.
• Responsible for all grading, including speeches and written assignments.
The syllabus for this course is included on this profile here.
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Customer Service Specialist
August 2015 - May 2018
• Provided customer service and support over the phone and in-person for a wide variety of technological issues.
• Assisted with the installation of operating systems and JMU supported applications.
• Responsible for documenting customer inquiries and issues and transfer them to the appropriate I.T. department.
• Trained new staff on policies and procedures and created the critical thinking training module for new hires.
• Assisted with installations of MS Office Suite, SSLVPN software, Pulse Secure, anti-virus Symantec, and troubleshooting of related errors.
• Utilized the following systems: Remedy, Cherwell, Bomgar, Active Directory.
• Handled up to a call volume of 15 calls per hour over the course of a 4 hour shift.
Received an overall rating of 4.9/5.0 for courtesy, timeliness, skills knowledge, and quality of resolution by 164 customers who completed customer service satisfaction surveys. Customer comments are available here.
LEADERSHIP
IT Career Community Leadership Team, Co-Chair
July 2020 - July 2021
• Leads and represents the VCU IT Career Community
• Co-chairs the Women In Technology and Applications & Customer Support special interest groups.
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Instructional Technologies Learning Community
October 2020 - June 2021
• Formed the ITLC group in response to emergent faculty needs as related to: demonstrations of available instructional technologies, best practices for implementing instructional technologies, and sharing ideas about the future of content delivery and instructional technologies at the School of Pharmacy.
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• Facilitates all meetings, records meeting minutes, and organizes faculty guest speakers to share instructional technology examples.
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