Experience

Datalink Networks

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Infinite Campus and Schoology Sr. Administrator

  • Aug 2022 - Present

  As an Infinite Campus / Schoology Sr. Administrator, I provide administrative support by delivering data reporting services, LMS and software support, operations support, and staff training. As an Infinite Campus / Schoology Sr. Administrator, I provide administrative support by delivering data reporting services, LMS and software support, operations support, and staff training.



University of West Georgia

• United States
• Higher Education
• 700 & Above Employee

• Help Desk Associate

  • Sep 2019 - Aug 2022

  Samantha Currence is the Help Desk Associate for the Distance and Distributed Education Center (UWG Online) starting in 2019. She has a background working in the department as a student assistant from 2014 until 2017. In her new role, Samantha oversees the day-to-day operation of the university-wide UWG Online Help Desk/Call Center to supply superior leadership, training, and unparalleled customer service. She not only provides support for online courses, students, and instructors, but all who use our online technology tools, including administrative staff who utilize the tools for campus-wide training, student services, and administrative functions. She is responsible for assisting, developing, training, teaching, and collaborating with the Help Desk personnel. She also provides assistance to current and prospective online students via telephone, email, and face-to-face correspondence.

• Sr. Systems Administrative Trainer

  • Sep 2019 - Aug 2022

  ❖ Designed and implemented ongoing Systems Administrative training programs for new help desk associates to ensure they achieved 100%product and process knowledge and were able to independently troubleshoot complex technical issues and provide solutions to end-users.❖ Assisted with maintaining a departmental help desk rating of 4.8 out of 5.0 for over seven years by responding to assistance requests viaphone, email through ticketing systems, LiveChat, and in-person.❖ Led the creation and development of training courses for 19 staff members and 43 student workers since its inception.❖ System Administrator for the testing, development, and creation of over 500 articles in the new Knowledge Base ServiceNow database❖ Act as a subject matter expert in all University LMS systems, processes and policies and ensure Tier I & II level support is provided tostudents under my assigned scope.❖ Responsible for end-to-end escalation management across all departments within my range of faculty and students.



University of West Georgia

• United States
• Higher Education
• 700 & Above Employee

• Senior Help Desk Specialist

  • Aug 2014 - Sep 2017