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Skills

  • Software Rollouts
  • Cloud-based educational tools
  • Course design enhancement
  • MS Office
  • Technical documentation development
  • Invoice generation
  • Application installations
  • Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Vendor relationship management

Work Experiences

  • Achieved an average 29% satisfaction rate.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Automated routine tasks like system updates and report generation using ServiceNow, saving the IT department over 4 hours monthly.
  • Collaborated with external vendors.
  • Assisted in the creation of a remote learning framework.
  • Collaborated with faculty on leveraging Tableau.
  • Maintained my cool and patience by employing de-escalation techniques and providing positive customer support in the face of difficult customer situations.
  • Conducted periodic system updates and resolved legacy software incompatibilities for 18 academic departments, improving access for staff and faculty.
  • Achieved results within two years.
  • Collaborated with external vendors to troubleshoot software issues stemming from compatibility with SAP, reducing overall downtime by 3 hours.

Summaries

  • Complicated concepts must be communicated in a clear and concise manner.
  • Bringing a deep understanding of initiative operations as well as a resilient nature focused on identifying root causes and implementing long-term solutions.
  • Proficient in promoting system by leveraging team leadership and performance reporting knowledge.
  • Asana and Workday are two of my strongest skills.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Experienced creator of user materials in a variety of formats.
  • Assist end-users with technical issues that are more complex.
  • Educational Technologies Assistant capable of assisting framework users in resolving issues with computer systems, mobile devices, and peripheral equipment.
  • Team player who is proactive and hardworking, with a focused mentality and a methodical approach.
  • Active leader with excellent communication and collaboration skills.

Accomplishments

  • Provided troubleshooting support for a range of AV equipment in 2 hybrid classrooms, reducing downtime and improving lecture flow.
  • Supported faculty during live presentations in front of 5 attendees by providing seamless on-the-spot tech assistance, ensuring zero technical issues.
  • Spearheaded efforts to upgrade existing tech infrastructure by assessing equipment life cycles, which saved the department an estimated standard annually in maintenance costs.
  • Oversaw the successful onboarding of metric devices in high-demand classrooms, increasing reliability and reducing equipment failure rates by 16%.
  • Reduced hardware response times by 35% by streamlining procurement protocols and working closely with vendors.
  • Assisted in the production of multimedia content for 13 online courses, enhancing video and audio quality, which resulted in a 73% increase in student retention.
  • Standardized technological equipment across 14 classrooms, reducing setup time between classes and improving overall system reliability by 18%.
  • Developed and implemented a centralized knowledge repository, which led to a 19% reduction in resolution times for tech-support issues.
  • Improved response time for technical support during high-profile institutional events by introducing a proactive scheduling system for tech personnel.
  • Implemented a staff training program focusing on the effective use of hybrid learning tools, resulting in a 74% increase in both system usage and staff confidence.

Affiliations

  • Participated in initiative Accessibility Bootcamp training hosted by Beacon Labs, 2024
  • Attended the E-Learning Guild’s DevLearn Conference, 2019
  • Engaged in a multi-institution collaboration to develop open educational resources (OERs), 2017
  • Member of the International Society for Technology in Education (ISTE)
  • Active participant in EDUCAUSE forums and networking events, 2021–present
  • Certified in Accessibility Compliance via the W3C Digital Accessibility Specialist program
  • Participant in the Power BI User Group promoting knowledge sharing and best practices, 2022–2021
  • Presented at the Digital Accessibility Awareness Day Conference, 2017
  • Participated in standard Hackathon to develop new educational tools, 2018
  • Pending membership in the National Association for Media Literacy Education (NAMLE)

Certifications

  • Certified Distance Education Instructor (CDEI) by IACET
  • Google Certified Educator Level 1
  • Association for Project Management (APM)
  • Certified Professional in Educational Technology by Beacon Labs
  • SAP Certified Application Associate
  • Certified Educational Technology Leader (CETL) by CoSN
  • Microsoft Certified: Azure AI Fundamentals
  • ISTE Certification for Educators
  • Cisco Certified Internetwork Expert (CCIE)
  • Adobe Certified Professional (in system)

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