I started working with SmartEvals as a Tier 1 Support member then after a few weeks of being with the company I was promoted to Tier 2 Support. I quickly moved to a Tier 3 role only a month or two later. 3 1/2 years later I became both the Implementation Manager and Support Manager. With this dual role I lead and oversee the entire support department and all of SmartEvals onboarding of new clients. I did this while still working and updating client issues on and off the phone.In my 4 years of working with Smartevals my actions, support and dedication have been rewarded by receiving company nominations of achievement and became employee of the year multiple times (2019 and 2020). At SmartEvals LLC. I wear many hats and perform a multitude of tasks and duties

My main responsibility was to assist the LMS Team in leading the “duplication/creation” process for each term. This process included but was not limited to the following:- Coordinate with additional teams both internal, external and with the LMS provider (Blackboard) at the end/beginning of each term for the “duplication/creation” process.- Monitor and track each course template that was updated/modified.- Keep a clear line of communication though out the duplication process.- Use Snapshot to Archive, create and/or re-create course templates- Use Snapshot to duplicate course templates for the upcoming terms- Use Snapshot to enroll instructors/professors/TAs/ Course Builders etc. in existing and/or new shells Preformed other duties such as:- Create new course shells, users and enrollments for testing purposes (Labs, LTIs, course enhancements etc.)- Assist in configurations for LTI implementations.- Create/Develop SQL Queries for reporting and/or Data Management.- Research and test new services/products that may improve the quality of courses/labs/User (Student or instructor) Satisfaction/internal processes etc.- Preform manual updates in course shells in both template courses and live courses. These updates may include but were not limited to (spelling or grammar errors, missing content, URLs, visual, adding or removing users, etc.)

Started working with Blackboard as a Technical Support Manager in the Case Triage Team. Became RO shortly after a year of being with the Blackboard Program and as an RO of triage, I have become a knowledge base for other Triage Team Members as well as TSM’s on the floor all with still doing my normal duties as a Triage Member. I then was promoted as SME (Subject Matter Expert) in which I assisted designated TSM’s (Tech Support Managers) with Personal Queue Management, Quality Control, Case Flow, Case work, and any additional Questions as well as Providing/being a Knowledge resource to all the other TSM’s, Triage Team and Management on the floor. In my 5 Years if working with Blackboard I was nominated as employee of the month 6 times with Receiving Employee of the month 3 times. I have met and exceeded numerous Goals and records such as Monthly Case Closes where I not only hit and exceeded the all-time record for case closes once with 446 cases as just a few short months later I set the record even higher with 476. I have Created and Assisted in numerous Knowledge Wiki’s. I have taken it upon myself to understand and then exceed any information pertaining to the Blackboard Data Base using SQL. This then has lead me to become the “go-to” person to create and discuss SQL Reporting with in the Blackboard Organization. I have and still continue to assist the Training Program by providing assistance both the training department as well as the New Higher’s to but not limited to the following:- Identifying and assigning with Entry level cases- Providing/being a Knowledge resource- Help Model a “hands on” approach to New Higher’s- Supplying resources (SQL Queries, Custom Texter Bundles, book marks, email rules, etc.) to make the transition from the training room to the Floor as smooth as possible.

• Troubleshoot various problems on a daily basis • Configuring / Repairing PC’s internet access • Assisting in the self-install process with new internet customers • Install internet Security software on PC • Creating E-mail user names and passwords for customers • Configuring network printers on both personal and Time Warner networks • Configuring networks with both Time Warner owned and customer owned equipment • Educating customers on webmail applications • Configuring and testing E-mail clients • Setting up and configuring HD TV settings • Troubleshooting 2Way communication issues with cable such as SDV (switch digital video) , OD (On Demand) and caller ID on TV • Assisting Field Techs with various installs (internet, Digital phone, TV) • Correcting provisioning Issues with phone ports and native installs • Troubleshoot and provision phone features such as voicemail/3way/international/call waiting • Coordinate removal of older equipment • Setting up house calls when needed • Creating and correcting work orders • Deployed and maintained PC equipment • Assisting Customer Care Reps with account configurations • Calling escalated customers back to assist in their needs • Home Testing new cable products and equipment before launching the product to customers home

• Troubleshoot various problems on a daily basis • Setting up new installs and disconnects • Correcting simple cable issues • Programming remotes

• Troubleshoot various problems on a daily basis • Configuring / Repairing PC’s internet access • Install internet Security software on PC • Creating E-mail user names and passwords • Configuring and testing E-mail clients • Educating customers on webmail applications • Assisting in the self-install process with new internet customers

• Retaining customers from canceling our products by means of education and repackaging

• Making Telemarketer calls to existing customers to add services

• Troubleshoot various problems on a daily basis • Configuring / Repairing PC’s internet access • Install internet Security software on PC • Creating E-mail user names and passwords • Configuring and testing E-mail clients • Educating customers on webmail applications • Assisting in the self-install process with new internet customers