In addition to my continued duties as a Senior Product Operations Manager, I was promoted to Director of Client Operations and oversee the day to day of our support team. Since taking over the team, we have have: • Reorganized our client load distribution to more effectively handle client support, leading to an increased rate in issue resolution, including the highest amount of issues resolved in a month in Learnsoft’s history • Added Product QA responsibilities to our team to improve our product delivery process • Recruited a new Director of Product and Director of Sales through my network as part of a reorganization effort to stabilize and grow the business

Initially, I was brought on board as a liaison between the Technical (Tech) and Operational (Ops) teams to support a product rewrite. However, my role underwent a significant shift when a Client Operations Manager departed just prior to my arrival. I adeptly juggled both responsibilities, efficiently overseeing a portfolio of clients while facilitating the enhancement of business processes between Tech and Ops. Additionally, I took the helm in spearheading our Engagement and Culture initiatives as part of the leadership team. Notable achievements include: • Achieved the highest individual ticket resolution rate, instrumental in stabilizing two at-risk clients. • Optimized our Jira processes to introduce new workflows aligned with our development cycle. • Collected additional data via Jira components to help drive our development process to focus on our hot spots • Established a dedicated team to drive Engagement and Culture efforts, resulting in a cross-departmental engagement recognition program. • Started a triage and prioritization process that has led to increased efficiencies, leading to more development throughput of up to 300% • Recruited a new Client Operations Manager through my network to further our client satisfaction initiatives.

Consulting on EdTech, LMS systems, and other technology that will help kids learn fearlessly

Shortly before eThink Education was purchased by Open LMS in December 2020, I was promoted to Director of Technical Support. This position merged into Open LMS as a Senior Manager – Technical Services.In addition to continuing the work of a Technical Analyst in my previous role, I: • Mentored and trained a fully remote team, driving career growth and skill development. • Played a pivotal role in an eight-person Global Operations Team focused on enhancing global communication and operations. Within five months, we executed a successful software upgrade across multiple hosting environments, developed a business operation prioritization plan, and executed a reorganization of documentation and communication. • Collaborated closely with Tier 1, Development, and DevOps leaders to streamline Technical Services' support, eliminating barriers and ensuring exceptional, high-touch support for clients. • Continued to organize and lead the Great Cycle Challenge

As part of the Implementation and Services teams in a rapid growth startup company, we partnered with our clients to implement and extend Moodle to meet and exceed their needs. My responsibilities on this team included: • Authentication specialist – Worked with clients to configure and trouble their authentication systems to operate with our sites, including AD, LDAP, ADFS, Okta, SAML, oAuth, Shib, etc. • Project manager – Guided new clients from contract signing to go-live, ensuring engagement and successful onboarding through consistent communication. Collaborated with the team to refine processes and improve implementation strategies using tools like Asana and Slack. • API integration specialist – Solely managed all integration projects via web services, guiding clients through data discovery and delivering documentation and support. Developed custom API calls and coded integrations with client and third-party APIs. • Pre-sales technical consultant – Worked closely with our Solutions and Sales teams in pre-sales and met with prospective clients to discuss technical details around authentication, integration, and other technical topics. In addition to my technical roles, I led our annual Great Cycle Challenge efforts, organizing fundraising, coordinating the competition, and managing award orders and distribution while collaborating with marketing to promote our involvement.

I developed clinical and business intelligence reports using SQL Server, SQL Server Reporting Services, and Medisolv, while maintaining Meditech/LSS NPR and M-AT reports. Supported quality improvement initiatives, including PCMH, MBQIP, and Meaningful Use attestations. Acted as a level 1 database administrator, managing database access and coordinating EHR updates and maintenance.

I worked within a growing team to support the everyday use of the hospital's EHR, Meditech. I was responsible for level 2 helpdesk support, general server and desktop administration, and department purchasing. In addition to day-to-day responsibilities, I led the following projects: • Implemented Spiceworks inventory for asset tracking. • Conducted wireless surveys using InSSIDer and Ekahau Heatmapper, optimizing the performance of the private network through targeted adjustments. • Upgraded Microsoft Exchange 2003 to 2010 with the support of a third-party vendor. • Led the Windows XP to Windows 7 conversion, including device discovery, software testing, image building, deployment, and user training, with support from two colleagues. • Redesigned and expanded public network to handle increased use across the health network, including the deployment of Aerohive access points and an Untangled Firewall.

I revitalized a department lacking policies, procedures, and modern systems by proposing a five-year plan to the department director, which was approved by college administration. The plan included: • Implementing a helpdesk and inventory system to manage daily department tasks. • Revamped hiring and training process for Student IT workers to enhance performance. • Conducted annual satisfaction surveys to gather feedback from all Green Mountain College stakeholders and assess performance year-to-year and against peer institutions. • Redesigning office and stock rooms to improve workflow. • Planning and deploying a campus-wide WiFi network. • Switching from Microsoft Exchange 2010 to Google Apps for Education.

Led technology operations across a three-school district, supporting 1,200 users and 500 computers. Oversaw daily tech support, guided an assistant technician, and advanced district technology through new Schoolwires websites, a district-wide wireless network, 1-to-1 initiatives, and disaster recovery with Amanda Enterprise Backup. Developed an asset and ticket tracking system using Eventum and crafted a comprehensive technology plan.

Supported the Computer Science and Mathematics departments’ infrastructure development alongside the department chair. Collaborated with a team of five to ensure students and faculty had access to essential technologies, including systems running SUSE Linux and Mac OS X.

Graded for instructors and tutored students in Web Programming and Systems Programming. Topics covered included basic HTML, PHP, C programming and other standard coding practices.

Developed and implemented a comprehensive tech plan, upgrading both infrastructure and teaching resources. Led initiatives for a network access control system, Cisco hardware, IBM servers, and enhanced data backup. Enhanced classroom tech with projectors, SmartBoards, and mobile laptop labs, while improving school-wide communications via Google Mail and Calendar.

Managed a 200+ computer, 500+ user network using Microsoft Windows Server and Active Directory. Designed a network access control server with Packetfence/Fedora Linux to secure the network from unauthorized access and viruses. Handled general IT tasks, including software installation, repair, and network support on a Cisco/3Com backbone.

Mentored and instructed students (grades 5–12) computer science fundamentals, AP Computer Science, data structures, and Java. Advised robotics and tech clubs, and served as an assistant coach in Cross Country and Track, with volunteer roles in Boys and Girls Ice Hockey.

Instructed students in Mathematics and Computer Science to help them achieve higher standards in the classroom. Topics covered range from Algebra to Calculus II and Computer Science I to NASM Assembly.

Assisted IT team with many duties including help desk support, computer repair, virus control, and ghosting. Proctored in the campus labs, which included being in charge of closing and securing the labs at night.

Designed databases, forms, and reports using Microsoft Visual FoxPro. Was responsible for an end-user application to communicate with a Federal Express shipping terminal. Also depended on to update and maintain Visual FoxPro applications throughout the company.

Managed seven to ten computers nationwide using Virtual Network Computing and by communicating to the users via email, phone, and fax. Was responsible for research on new products, viruses, and updates.

Designed and created databases, forms, and reports in Oracle 8i using Form Builder, Report Builder, PL/SQL and SQL+ 8.0.