Provided first level help desk user support for the college’s administrative offices, faculty, academic computer labs and students on Virginia Western's main campus and 3 remote locations.Serviced requests received by Live Chat, telephone, e-mail, walk-up and on-line web forms.Performed problem determination and initiated corrective actions where appropriate.Communicated problem status and resolution to all levels of clients within the network. Notified theManager of the Help Desk or the Director of Information and Educational Technologies in the Help Desk Manager’s absence of critical outages/problems. Escalated hardware and software problems or complex system problems to the next level. Logged all calls and malfunctions and prepared reports as required. Operated various network system consoles to ensure proper delivery of network services to include local area network utilities such as System Management System and What’s Up Gold.Worked with users and network technicians during problem resolution. Entered pertinent data intoLiberum or IssueTrak for problem resolution and project management. Managed the Help Desk e-mail account. Processed work orders and forwarded them to the appropriate personnel as necessary. Served as member of the Alert Team.Maintained the college’s technology hardware inventory by processing equipment moves and surplus requests in both FAIS (PeopleSoft, Financial Administrative Information System) and WASP (IET's internal inventory system). Ensured all equipment moves were entered accurately into WASP. Ensured all technology purchased by IET was accurately entered into FAIS and WASP while adhering to all Commonwealth of Virginia inventory regulations and policies regarding to inventory for Equipment Trust Fund purchases, Technology Fees purchases and Virginia Western's departmental purchases.Sent Quality Assurance Surveys to faculty, staff and students.

Maintained and supported the College's Blackboard Learn System and coordinated the development, installation, maintenance and/or modification of associated systems. Assisted faculty, staff and students with technical and functional issues.Created accessible online classrooms.Served as a consultant, educator, and facilitator for the development of online content. Acted as a strategic partner working with departments to create sound instructional content that met their academic and business objectives.Assisted faculty in creating instructional material using Panopto.Collaborated with program directors, faculty, and subject matter experts to select, design, develop, and implement quality learning activities that applied best practices in instructional design.Reviewed course content that was being delivered to ensure instructional soundness.Researched, evaluated, and recommended instructional technology opportunities and determined the most efficient and effective means of course and content delivery.Developed and maintained a thorough knowledge of e-learning/operational processes and how they are implemented or configured in Blackboard.Ensured the timely delivery of synchronous and asynchronous content.Managed and reconciled the departmental budget. Procured all items for the department, insuring they met the procurement guidelines for the State of Virginia.

Provided administrative support to the Division Chairman of Engineering , Math and Technology. Reconciled the budget for a multi-million dollar, off-site facility that was to be used to house the technical classrooms that included welding, automotive, and electronic laboratories.Ordered and disbursed all textbooks for the department which entailed coordinating with multiple vendors, faculty and the bookstore to ensure textbooks were available for the students to purchase.

Assisted students to correctly complete the application for federal, state, and local student financial assistance programs. Maintained paper files and computer records required by Education Affiliates standards and by government/agency regulations.Performed verification and correction of financial aid application.Provided entrance and exit counseling to student borrowers.Ensured compliance with all state, accrediting and federal financial aid related regulations.Monitored and maintained accurate and timely electronic data entry and reconciliation as required by any funding agency. Maintained accurate loan repayment and borrower status records and implemented the School's default management program.Presented financial aid workshops for prospective students and parents and made visits to area schools and career fairs to promote financial aid availability to students.

I encoded return address labels for undeliverable pieces of mail remotely following the preset protocol of the United States Postal Service.

Communicated directly with customers guiding them through the claims process and updating them on the status of their claim in a caring and professional manner.

My responsibilities included assisting customers in all aspects of their accounts. Assisting the engineers in map reading and typing of technical manuals. I was also the back up for every position within the office so there would be coverage in the event someone was out sick or on vacation. Those duties including doing the billing of accounts, payroll and accounting, and serving as cashier.