• Directs operations for online and hybrid courses in the College of Liberal and Professional Studies in the University of Pennsylvania’s School of Arts & Sciences. 
 • Supervises the Technical Support Manager to ensure successful operations of online and hybrid courses, which includes Canvas-site creation; co-oversight of multimedia in Panopto with media specialists; the installation and maintenance of LTI tools; oversight of support services via Freshdesk, Fresh Messaging, and faculty and student support phone numbers; and collaboration with colleagues for ongoing accessibility considerations in online and hybrid courses. 
 • Oversees financial and budgetary aspects of instructional technologies for online and hybrid courses, including requisitions and fiscal-year reporting on operational costs to senior staff. 
 • Coaches faculty and students new to online education through numerous online consultations, workshops, and meetings. 
 • Manages relationships with vendors of products and services used in online and hybrid courses, including ModSquad (a 24/7 support service), ProctorU (a proctoring service), and more. 
 • Establishes and maintained communication networks with faculty, students, and staff regarding standard operations for online degree programs, including email lists, meetings, presentations, and surveys. 
• Created and revised the continuity plans for operations in the School of Arts & Sciences in response to predictions for Covid-19’s impact on the organization.

• Managed technical support for Penn's first fully online undergraduate degree program--the Bachelor of Applied Arts and Sciences. Oversaw training and support for all online courses using technology like Canvas, Panopto, ProctorU, VoiceThread, and Zoom.• Supervised two part-time evening and weekend support staff.• Guided ModSquad, a third-party support service, through weekly meetings and regular updates to ensure effective 24/7 technical support for faculty, students, and staff. • Collaborated with the Associate Director of Operations on faculty and student communications, course-offer scheduling, and other operations projects. • Maintained faculty and student knowledge bases (39 articles thus far). • Led synchronous, online training sessions for faculty and staff upon request (e.g., VoiceThread) and during scheduled workshops (e.g., the new Canvas gradebook). • Devised and implements new operations practices, such as reoffer check-in emails for faculty, end-of-term emails for faculty (e.g., grade-submission deadlines), and thorough documentation of existing and new procedures (e.g., the Zoom-Panopto integration). • Worked with all members of the Penn Arts & Sciences Online Learning team on essential workflows (e.g., processing captioning requests for the Media team through the 3Play-Panopto integration), as-needed services (e.g., establishing a synchronous support schedule with instructional designers), and strategic measures (e.g., documenting issues affecting students using mobile devices and netbooks for Senior Staff).• Contributed to the wider-Penn LPS community through special projects (e.g., Penn LPS Visioning Statement) and trainings (e.g., A/V training for staff).• Participated in campus-wide groups, such as the Courseware Advisory, Instructional Designers Working Group (IDWG), the Accessibility and Learning Technologies group (ALT), and the Courseware Documentation Editorial Board (CDEB).

• Served as a root-level Canvas administrator supporting over 44 thousand sites across 22 sub-accounts• Acted as a primary contact point for end-user support via the FootPrints ticketing system, which has resulted in assistance with over 11,000 Canvas and other tool (e.g., Turnitin) issues since July 2013 and 1,271 Blackboard issues since June 2012 (including a 2012-2013 internship)• Worked on the Canvas pilot (2012-2013) and Blackboard-to-Canvas migration (2013-2014), both of which entailed substantial end-user training, support, and documentation• Held workshops and consultations (approx. 300 events since 2012) for faculty and staff (approx. 400 users since 2012) on Canvas and other instructional technologies (e.g., Piazza), as well as on the purposeful use of technology for teaching and learning in face-to-face, hybrid, and online-learning contexts • Led multiple working groups for instructional technology projects, including Penn’s Poll Everywhere Admins group, the R1 Audience Response group, Penn’s Accessibility and Learning Technologies group, Penn’s Digital Pedagogy group, and Penn’s Courseware Documentation Editorial Board• Managed University-wide communication for central Courseware Support via the Canvas at Penn site (over 400 blog posts since 2013) and Twitter• Helped instructional designer and technologists search committees, which has resulted in the hiring of several staff for Penn’s Arts and Sciences Online Learning, the School of Nursing, the Center for Teaching and Learning, and other programs• Represented the Courseware Services team on the Instructional Designers Working Group to develop guidelines for instructional design best practices for courses at Penn• Participated in projects and @groups devoted to inclusion and diversity at Penn, including the Group on Library Diversity (GOLD) and the Committee for an Accessible University