Instructional Designer

• Sep 2021 - Present

Knowledge Manager (Systems Analyst Lead)

• Jun 2019 - Sep 2020

● Maintained and expanded face-to-face and online faculty training, workshop, and seminar offerings. Recommend effective and creative use of technologies to enhance instruction and create new learning environments and experiences. ● Developed online tutorials, and multimedia materials to assist faculty and other non-experts with instructional design principles, Web Content Accessibility Guidelines (WCAG) 2.1, and iterative content development through design thinking strategies and SCRUM project lifecycle.● Established and maintained relationships with partners and stakeholders to launch new initiatives and facilitate the growth of New American University.● Developed and implemented for-credit Canvas courses in partnership with ASU faculty and designed non-credit training courses and materials for higher education.● Set curriculum design standards and best practices for application of teaching and learning theories in higher education. ● Supervised a team of nine LMS Support Specialists; managing service schedules and new knowledge article development while collaborating with stakeholders and management.

Instructional Technology Analyst

• Jan 2016 - Jun 2019

● Directly assisted project lead in University-wide transition from Blackboard to Canvas LMS during pilot, request for proposal, and implementation by designing and maintaining documentation, project roadmaps, and backlogs; also coordinated training for new LMS support team.● Workshopped with faculty, developers, and departments to improve evaluation, development, and delivery of online course and embedded multimedia material to ensure that content is consistent, accessible, and evergreen.● Storyboarded and produced Canvas LMS training for all incoming and existing Tier 1 and Tier 2 LMS support agents in partnering departments.● Conducted quality assurance for courses, learning tool integrations, and LMS updates to ensure compatibility across multiple browsers and operating systems.● Reviewed and edited all departmental knowledge articles and training guides for grammar, accuracy, and clarity in adherence to brand guidelines.● Provided technology support for online teaching and learning products used by faculty, students, and staff.● Attended industry conferences to remain current on and evaluate emerging technologies that have potential value for online teaching and learning.

IT Customer Service Lead

• Oct 2014 - Jan 2016

● Supervised and scheduled team of over 65 agents to meet service level agreements and deadlines.● Led Help Desk Knowledge Base Review Council; coordinated revision and publication of articles for lay audiences and industry professionals with an emphasis on improving layout and visual hierarchy for increased clarity.● Oversaw the launch of new interdepartmental partnerships and initiatives, including publishing articles and facilitating trainings.● Researched technology issues to ensure quick resolution for customer escalations.

IT Customer Service Specialist

• May 2014 - Oct 2014

● Managed end-user self-service and help desk tickets to meet service levels in accordance with ITIL protocols.● Facilitated review and management of knowledge base system and published new articles.● Coordinated employee adoption of department-wide chat system for clarity, timliness and ease ofcommunication.● Directly supported Blackboard, MyReports, and ASU email systems (Google, Outlook).

Microsoft Promoter

• Oct 2013 - Oct 2013

● Participated in unscripted interactions with students to increase awareness of Windows 8.1 and the launch of the Microsoft Surface Pro tablet. ● Responded to student inquiries in a timely and efficient manner. ● Highlighted features of the Surface Pro tablet and Windows OS in clear, concise terms, and assisted with trouble-shooting. ● Maintained regular feedback logs, including customer concept surveys, and accurately input data from survey results into online form. ● Participated in unscripted interactions with students to increase awareness of Windows 8.1 and the launch of the Microsoft Surface Pro tablet. ● Responded to student inquiries in a timely and efficient manner. ● Highlighted features of the Surface Pro tablet and Windows OS in clear, concise terms, and assisted with trouble-shooting. ● Maintained regular feedback logs, including customer concept surveys, and accurately input data from survey results into online form.

Social Media Coordinator, Intern

• Jun 2012 - Aug 2012

● Utilized Adobe Photoshop and Microsoft Office to create campaign promotional materials such as flyers, t-shirts, and posters. ● Managed candidate's social networking team and coordinated community outreach events. ● Utilized Adobe Photoshop and Microsoft Office to create campaign promotional materials such as flyers, t-shirts, and posters. ● Managed candidate's social networking team and coordinated community outreach events.

Team Member

• Jun 2010 - Jul 2011

Sales Associate

• Jul 2009 - May 2010