• Completed single sign-on (SSO) integrations for global enterprise and academic O’Reilly learning platform customers – worked with customer technical contacts and business contacts; analyzed identity provider metadata; mapped attributes within O’Reilly’s service provider; and set up and launched SSO connections, ensuring they worked as expected• Managed project to create and deploy O’Reilly SSO and SCIM apps in the Microsoft Azure application gallery• Wrote and updated comprehensive Platform Integration documentation used internally by CSMs and SAMs, enabling them to quickly find answers to customers’ integration questions• Led project to update and streamline SSO intake form, making it easier for customers to request SSO setup• Wrote and updated documentation on SSO, SCIM, and SFTP for both external and internal audiences• Worked with customers to set up automated user provisioning via O’Reilly’s SCIM API• Coached customers on how to effectively use O’Reilly’s reporting and search APIs• Worked with customers to update expiring SAML signing certificates for their connections with O’Reilly• Answered high-level questions about integrations from internal teams such as sales, product, and marketing

• Edited Canvas LMS course content, met deadlines, and ensured consistency as part of curriculum development team• Tested course content (e.g., quizzes, assignments, URLs) to find and resolve technical issues prior to release

• Led the rollout and implementation of large-scale, high-impact, vendor-developed new features in Northwestern’s SaaS learning management system, Canvas, directing project teams, determining timelines, and managing communications• Managed support for Canvas at Northwestern – oversaw internal three-tier support structure (Tier 1, Tier 2, and Tier 3 support, handling 1800 tickets a year); triaged time-sensitive tickets and incidents; led Tier 3 team to achieve swift resolution of escalated issues and investigate root cause; and supervised external support provided by vendor Instructure (3600 tickets a year), ensuring they followed ticket-handling and escalation procedures• Managed Northwestern’s relationship with Instructure, partnering with customer success manager, product managers, and support managers to advocate for university goals, such as feature requests and bug fixes• Managed, trained, onboarded, coached, and developed people in learning technologist and software engineer roles• Improved processes via standardization and documentation so team provided consistent and efficient support• Served as system administrator for Canvas (20K active monthly users), including managing course creation, user creation, administrator access, and permissions; managing testing and evaluation of new features; ensuring successful integration of third-party and internally developed apps; and leading ongoing maintenance• Guided development teams as project manager for the creation of learning apps and administrator tools that integrated with Canvas – led business and technical requirements gathering, ran user acceptance testing, and ensured goals were met• Co-led Canvas Support Chatbot team working to train the bot, improve its responses, and add functionality• Chaired TEACHx 2019 committee, leading 22 team members in planning and hosting annual teaching with technology conference with a $30K budget for 330+ attendees

• Managed technical support, customer support, and system administration for Canvas• Co-created the Northwestern Canvas Support Chatbot, designed to answer common Canvas questions quickly and automatically, serving as a subject-matter expert, researcher, writer, and editor in its development• Co-developed and co-led the Educational Technology Teaching Fellows program, guiding instructors in yearlong, innovative technology-related teaching projects and hosting group meetings, lectures, and workshops• Chaired TEACHx communications and marketing subcommittee for 2016-2019, leading five team members• Managed and implemented departmental communications strategy focusing on email, web, and blog to reach instructors and staff using Canvas and related learning apps, in conjunction with another team member

• Provided technical support for Canvas by answering an average of 50 complicated support tickets monthly• Troubleshot issues with Canvas and related technologies and tested functionality of features within Canvas, including system-related issues with permissions, user creation, course creation, and subaccounts• Coordinated with vendor and internal support units to tackle problems that arose with complex Canvas support workflow, including issues with ticketing system communication and ticket escalation• Trained instructors and staff on Canvas during group sessions and one-on-one consultations• Received Northwestern IT 2015 Project Team Excellence Annual Award as a member of the Canvas Transition Project team

• Provided technical support for faculty, staff, and students during the university’s transition between the Blackboard and Canvas learning management systems• Troubleshot issues with Canvas and related technologies and tested functionality of features within Canvas• Developed, wrote, and edited knowledge base articles, technical documentation, and training materials for Canvas users and administrators• Provided ongoing in-person Canvas training and chat support for the Northwestern IT Support Center team

• Provided research assistance and answered reference questions for students, faculty, staff, and alumni in person at the library’s reference desk and via telephone• Provided technical support and troubleshooting of library technology as needed by patrons, including computers, tablets, printers, scanners, and audiovisual equipment• Performed circulation tasks, including processing holds, maintaining course reserves, checking materials in and out within Innovative Sierra and ILLiad, and shelving• Assisted with research projects and events for EdLab, the college’s educational technology research unit• Opened and closed the library for the day as scheduled

• Collaborated with digital archiving and production teams on a project to locate and collect 4,400 ISBNs worth of book cover and interior files and then ensured all files were sent to new print-on-demand vendor• Quality-checked print-on-demand book cover and interior PDF files as part of QA process• Created file structure for print-on-demand book files and e-book files and ingested into digital archive• Fulfilled requests for book files and book excerpts from digital archive needed by production, publicity, marketing, subsidiary rights, and editorial departments

• Reviewed copyrighted works published between 1923 and 1963 to determine their current copyright status and if they had entered the public domain — if they had, they became available on Google the next day• Within the HathiTrust Digital Library, which contains works that were digitized as part of the Google Books and Internet Archive projects, classified individual works as public domain, in copyright, or undetermined• Maintained 99% or higher accuracy on the project every month

• Copy edited U.S. daily deals to be featured in subscriber e-mails and online• Fact-checked copy as needed using Salesforce records and merchant websites• Worked with editorial team to accurately and efficiently prepare deals for distribution

• Copy edited all print and digital content for the editorial, research, marketing, and events departments — including B2B magazines Certification, Chief Learning Officer, Talent Management, and Diversity Executive, along with several annual industry research reports• Managed copy workflow to meet deadlines in collaboration with art, web, and editorial department members• Prepared 10-15 newsletters and marketing emails for distribution weekly using a content management system• Managed, maintained, and updated house style guide based on AP style• Wrote magazine and newsletter articles

• Long-term contract employee through this creative staffing agency at W.W. Grainger Inc., Anthology Inc., and MediaTec Publishing Inc.