Dr. Alesheia Baccous Email & Phone Number

Raleigh-Durham-Chapel Hill Area

Moderate LMS usage for Red Hat University (RHU) instructional designers and content administrators to ensure best practices in the design, development, and delivery of learning experiences to be used in the advancement of employees’ skills and capabilities. Maintain LMS integrations for engagement tools and platforms used to deliver and manage learning, including Kaltura video platform, learning management systems (LMS), Linkedin Learning, virtual delivery tools and Learning Record Stores (LRS). Identify user trends and data to curate the optimum end-user experience, and improve operations processes for user inquiries utilizing tools such as Confluence, Jira, and ServiceNow at Tier 3 servicing 80+ issues per month. Serve as technical subject matter expert for Totara based learning management system (LMS), and custom learning experience platform (LXP) , managing software applications supporting 25,000+ associates.Correspond with Red Hat’s Corporate University and global enablement groups to support day-to-day system activities, coordinate the use of new features, and resolve major system issues.Determine a roadmap and plan for ongoing incremental improvements to the platform , update and maintain processes to improve content creation, curation, life cycle management utilizing data from reports rendered in Tableau/system generated reports and supporting the process of translating business needs into formal technical requirement deliverables. Develop and maintain administrator and customer facing support knowledge base articles, micro-learning courses, and 4+ engagement seminars specifically for content curation, Tennant enablement, report design, and assessment design. Document input from, and collaborate with stakeholders from different business teams with conflicting requirements; use this information combined with data to manage and groom backlogs of our offerings.

- Serve as system administrator and Mentorcliq platform host for 12 company wide globalrelationship based career development programs with over 2,050 enrolled and 795 matched partnerships for the purpose of serving underrepresented workplace populations.- Evangelize platform benefits and features to program managers while serving as a technical subject matter expert in best practices for career development, DEI topics, and employee engagement to maximize program and platform enrollment supporting target audiences with over 25,000 associates.- Analyze and interpret data using mixed methods research to identify user trends and develop cross departmental platform project roadmaps, program wireframes, learning paths, user guides, and other knowledge based documentation efficiencies for impactful large scale organizational change management programs and processes.- Correspond with Red Hat’s Learning, Careers & People teams and global enablement groups to support day-to day system activities, coordinate the use of new features, integrations and resolve major system issues.- Serve as liaison between program managers, internal teams, and platform vendor for productroadmap and ongoing incremental improvements to the platform , upgrades and maintain processes to improve program creation, curation, program cycle management and supporting the process of translating business needs into formal technical requirement deliverables.- Create, oversee, and enforce governance of platform usage as it pertains to security, data integrity, program usage , platform accessing and level permissions , integrations and technical requirements.

Raleigh-Durham, North Carolina Area

- Evaluate training and e-learning methods for proficiency, adherence to SCORM and Section 508 accessibility compliance, state compliance, and university accreditation compliance. Provide alternatives or suggestions to business units to accomplish goals and maintain compliance.- Orchestrate daily operations of Office of Digital Teaching & Learning, including course design and development, programming, media, budget management, and faculty support.- Operate and maintain learning management system as system administrator to include site appearance, scheduled upgrades, content and user uploads, integrated systems and technologies, data reporting, training, troubleshooting and resolution of all technical issues.- Plan and execute the strategic direction of campus-wide teaching/learning technology services supporting 1,500 students and 238 faculty and instructors in their instructional technology & content creation needs. - Increased student engagement with online teaching faculty/instructors by 40% through the implementation of programs engaging the use of tools to include but not limited to: Calendly, Microsoft Bookings, Teams, Zoom, TopHat and Labster integrated into the Moodle Learning Management System. - Administered course guidelines and structure for the delivery of instruction on mobile & immersive platforms, to include augmented and virtual realities and course textbooks to meet learner/program outcomes for students in various studies during the COVID 19 pandemic. - Launched and served as primary contact for Follett Access/IncludED program for the university administration faculty, students and Follett Bookstore manager as it pertains to the rollout of course schedules, course textbook adoptions, LMS integration, & vendor management. - Partnered with community business, school districts, and third party vendors to foster relationships & negotiate beneficial technological tools and services for the university, students, faculty & staff.

Houston, Texas

- Evaluated training and e- learning methods for proficiency, provide alternatives or suggestions to business units to aid in team member leadership and career development programs for the recruitment and retention of team members. - On-boarded 5- 10 new team members 5 times per week, per year through interaction with the organization onboarding program. Team members exhibit a pass and compliance rate of 90% within the first 3 weeks of employment. - Raised awareness of potential conflicts within team member’s compliance and product trainings, and provided suggestions to increase the associate experience, while utilizing micro-learning to decrease the training time by 50%, and lowering coaching offline time by 40%.- Exhibited expertise by leading the design, development, and delivery of educational, training, and learning products and services for the business.- Co-engineered the redesign and implementation of performance-based culture training aligned with broader rollout of corporate strategy, including redesign and training of performance management philosophy, process, and system to all employees, increasing employee performance and identifying employee development areas.- Mitigated deviations from targets by outlining deliverables, monitoring timelines, prioritizing tasks, and tracking progress while managing training material review sessions and evaluating post-implementation results.- Managed relationships with business partners to become a trusted advisor to our clients, internal and external team members, and third party vendors.

Houston, Texas

- Develops innovative methods for engaging learners in carefully designed curriculums and courses, provides guidance on the use of instructional materials, identifies and caters to a variety of learning styles.- Works collaboratively with Learning and Development Staff to develop educational activities that enhance the learning experience and adhere to educational guidelines utilized industry wide.- Provides a healthy atmosphere for better results in the training process and motivates learners while providing concrete feedback and support.- Maintains knowledge on adult training theory, facilitation skills, and emerging training technologies.- Updates and maintains system preferences and assists with administering security, including granting/removing access and setting/editing user profiles. - Uploads, publishes, manages, tests and deploys assigned content within the LMS, including, but not limited to, online courses, tests, evaluations, documents, instructor led training and various forms of curricula.- Troubleshoots various technical issues, including functionality, connectivity, and access, and recommends and implements solutions.- Tests system and courses to ensure reliability and availability, submitting bugs to vendor when necessary and ensuring prompt resolution.- Creates and analyzes various reports on user activity, compliance, quality and effectiveness, identifies trends, communicates results and makes recommendations to management.

Greensboro, North Carolina

- Lead comprehensive loan level and system needs analysis, task analysis and gap analysis of mortgage loan origination and servicing opportunities ensuring adherence to mortgage investor/insurer guidelines, state/federal regulations and bank/company policies.- Facilitated scheduled monthly loan audits on over 200 team members to collect data necessary to perform needs analysis, task analysis, and gap analysis.- Performed as a subject matter expert exhibiting best practices and operating procedures during implementation, evaluation, and post implementation phases.- Proactively research and test current industry best practices and collaborate with colleagues for implementation strategies. - Developed process map job aids for loan professionals, highlight new loan changes, decreasing unfavorable material loan findings by 45%.- Serve as alternate information security liaison, monitoring internal learning systems for prescribed employee trainings necessary to ensure business plan objectives are met.- Coordinate and assist internal/external auditing, training, all departments and level of bank management in creating, editing, and organizing technical and non- technical needed for training purposes. - Served as training documentation custodian performing routine maintenance of training documentation ensuring materials are up to date with emerging content guidelines. - Deliver training to Mortgage Loan Administration and Quality Control Analyst I as it pertains to new employee -training, emerging content- based policies and procedures.

Charlotte, North Carolina Area

- Examined mortgage Uniform Loan Applications and interpret form data for seasoning, tenure in employment, additional property ownership, and calculation debts and assets.- Interfaced with Loan origination and Documentation systems such as BlitzDocs, Calyx, Encompass, and Byte, in addition to AUS systems such as Loan Prospector and Desktop Underwriter.- Underwrite loan files in accordance to Freddie Mac and Fannie Mae Seller Service Guidelines for products to include but not limited to HARP. - Assessed borrower credit reports, determined qualifying credit score, analyzed adverse credit types and an array of credit accounts, and other forms of credit risk factors prior to loan submission and approval. - Identify standard income documents, paystubs, W-2’s, and award letters; determine qualifying income and standard deductions for salaried, seasonal, bonus, overtime, and fixed income borrowers. - Interpret and review single family appraisal report for validity, suspicious findings, and accepted variances in subject property comparables. - Interpret Asset statements, including but not limited to: bank statements, 401K statements, and broker statements for deposit patterns, lump sums, direct deposits, deductions, and available funds. - Analyze title commitments for vesting, current liens, tax payments or liens, special assessments, and non-standard exceptions. - Review master Home Owner’s Insurance policy, and flood certification for occupancy, mailing address and payment. - Ensure Quality Assurance and data quality on Underwritten loans before loan submission, loan approval and loan closing/funding. - Managed loan pipeline to ensure time management and individual loan needs were addressed in a timely manner, ensuring seamless loan processing, underwriting and closing.

Mclean, Va

- Lead clients in a broad range of mortgage topics across the disciplines of loan origination, delivery, and servicing, ensuring compliance to established GSE loan guidelines.- Exhibited full use and application of standard principles, theories, concepts and techniques as it pertains to Freddie Mac Making Home Affordable Programs, HUD, FHA, and VA loan guidelines per AllRegs. - Provided exceptional business, policy and technical support to Freddie Mac customers using the Automated Underwriting System - Loan Prospector, Service Loan Applications and other Freddie Mac proprietary technologies. - Independently provided innovative and practical resolutions to an array of complex underwriting issues experienced by underwriters, brokers, loan officers and other mortgage professionals. - Served as the account manager, intra- organizational, inter- organizational, and external customer contact on routine matters, such as, but not limited to, loan quality control audits, internal/external audits and inquires, and guideline review for the purpose/prevention of loan repurchase. - Meticulously proofed loan submissions in Loan Prospector –AUS system submitted from various Loan Origination Systems such as Calyx, Encompass and Byte and Manual Underwrites for compliance, completion and accuracy necessary for proper loan decisioning.- Instructed clients in mortgage mathematics ensuring the proper calculation of self-employed income, wage earner income, interpretation of proper income documentation such as W-2’s,K- 1’s, 1099, self-employed income, and determining qualifying incomes for various borrow income types.-Reviewed UCDP (Uniform Collateral Data Portal) entries, HVE results and appraisals for accuracy, validity and compliance with Freddie Mac Seller Servicer Guidelines. - Trained and assisted loan professionals in adequate agency guideline compliance in regards to Capacity, Credit, Cash and Collateral necessary for residential mortgage loan underwriting.

Durham, Nc

-Troubleshoot, trained, maintained, and operated all military communication devices to include but not limited to radios, computers, and antennas. -Assessed soldier needs and analyzed technology learning and development gaps, utilized finding to define and develop training objectives, course needs and course outlines. -Developed learning programs incorporating military communication devices into each military personnel member’s military occupational specialty applying the adult learning theory and skills to best address all learning types. - Collaborated with unit members to create effective training that employs role specific task, proper device nomenclature and language that best addresses the audience receiving training. -Independently developed print and computer- based learning tools to be used with training programs, to include but not limited to instructor guides, course materials, job aides, student exercise materials, and assessments.- Created “how- to” manuals for reference and guidance in use of new hardware and software programs, providing effective shortcuts, quick reference, and features and functions. -Performed scheduled/unscheduled upgrades to equipment in order to maintain safe and secure network due to operating system vulnerabilities and virus outbreaks. -Logged service request to be used for future resolution tracking including but not limited to: time allocated, service provided, technology/application used, status of request.-Assist with synchronization and troubleshooting of Blackberry/Droid/iPhone/iPad devices connectivity to LAN/WLAN network, Blackberry Exchange Server, and TCP/IP. -Maintained contact with vendors during problem restoration and advised units/customers of restoration status and timeline. -Installed, moved, and upgraded workstations and peripherals including voice communications hardware and software and/or network.

Mcleansville, Nc

- Proactively solved moderate to complex issues and delivered first contact resolution, using comprehensive knowledge on bank policies, procedures, and products. - Communicated with consumers using tact and poise maintaining appropriate tone, pace, and language, while actively listening to establish necessary functions to render remedy for customer complaints, disputes, and concerns. - Researched, acquired, and promoted features, benefits, policies, procedures, products, and services to ensure compliant and thorough problem resolution and advice to all clients. - Prepared reports and other specialized documentation as needed to present department specific metrics. Rendered general support to include copying, filing, word processing and preparation of customer relations documentation. - Consistently met and exceeded all performance benchmarks (call handle time, sales quota, and quality), exceeding 100% of goal on over 90 calls per day.

Mcleansville, Nc

- Provide information on city and state information listing as requested by public inquiry. - Exceptional team played frequently volunteered to work overtime hours to alleviate hold time. - Consistently met and exceeded all performance benchmarks (call hand time and quality), exceeding over 100 calls per day.

Doctor Of Education (Ed.D.), Leadership And Professional Practice

Master Of Science (M.S.), Instructional Design And Technology, 3.9

Attaining the necessary skills to effectively engineer the learning process as it pertains to the K-12, post - secondary, and corporate.

Bachelor Of Arts (B.A.), English Language And Literature/Letters

Activities and Societies: Sigma Gamma Rho Sorority, Inc., NAACP, GrassRoots Campaign, Campus Life Mentor, and Campus Activist.