• Led a team that addresses both end user technical support related to video services on various web-based, iOS, Android, and OTT platforms as well as station and producers technical support for various software services provided by PBS to stations that allow storage, encoding, curation, etc. of video products and design and management of station web sites• Trained key station personnel to use the new video on-demand product• Worked with the Manager of Technical Writing and other teams to expand useful FAQs in the product portals and to develop clear SOPs to address support requests • Served as a point of escalation for support issues, both business-to-consumer and business-to-business• Provided feedback metrics and reports on products to executives, product teams, and local stations

• Implemented the Freshdesk ticketing system at PBS Digital• Established a close business relationship between Freshdesk and PBS to allow needed customization • Worked with the Manager of Technical Writing and other teams to develop useful FAQs in the product portals and to develop clear SOPs to address support requests • Lead the support team in addressing and responding to both online and phone feedback/requests• Designed new support workflows to address station and producer technical questions and requests• Integrated the PBS Audience Services team into Freshdesk• Set up support workflows for the PBS LearningMedia team, myPBS team, and the DAM team to manage their support needs through Freshdesk• Provided feedback metrics and reports on products to executives, product teams, and local stations

• Served as an expert resource on the company’s online course offerings across platforms• Functioned as the chief problem-solver for all of Product Development by identifying and fixing issues in the CMS and LMS as related to delivery of course content• Consulted with project managers in Product Development to develop efficient work flow processes that are effective within the constraints of the systems while taking into account the big picture of all other systems affected downstream• Served as the primary point of online course publishing to the various platforms such as Blackboard, eCollege, and the K12 Proprietary LMS• Supervised several full-time employees and contractors, both onsite and offsite, to ensure timely completion of daily tasks and special projects• Managed daily user feedback received online from users worldwide; triaged and classified feedback as content-related or technical and directed the Product Support team to ensure a timely fix for any true issues identified• Communicated regularly with stakeholders, such as school administration at public and private brick-and-mortar and virtual schools to escalate and address any immediate concerns • Communicated stakeholders’ needs and concerns as appropriate within the company with possible solutions to meet those needs as budgets have permitted• Provided support and testing during new CMS and LMS releases and reported on issues found to any changes in features between releases while suggesting workarounds and/or solutions and communicating these to stakeholders until more software patches could be deployed• Connected the dots between the stakeholders, our technical staff, product development, school services, end-users, business development, and executives

• Completed state standards alignments for over 20 states, D.C., U.K., and other education agencies for all of the K12 core high school math and science courses, either personally or by directing contractors • Interacted with state education departments to gather information and address specific concerns about the company’s products• Led a team of instructional designers and content specialists to redesign curriculum documents at a brick-and-mortar charter school and after meeting the school staff and the Delaware Department of Education to address all concerns to ensure that the school’s charter was reapproved• Completed matrix analyses across state standards to guide development of new online courses• Worked with LEAs to ensure all necessary requirement in courses were met and analyzed student performance data and other metrics to propose changes to curriculum and assessments• Assigned alignment work to contractors as necessary and review the work for QA and to provide constructive feedback to the contractors• Reviewed and tracked user feedback and provided K-12 education subject matter knowledge to coordinate efforts with our systems engineers and updated our business intelligence dashboards to implement fixes and improvements to our content management learning systems • Worked closely with business analysts to give input and track bugs, business needs, impacts, improvements, releases, etc. on our SLDSs. • Managed publishing of online courses to implement content and system fixes• Served as the Content Specialist for developing the scope and sequences and writing and editing new curriculum materials for several middle school state-customized science courses

• Taught middle school Life Science and Pre-algebra at Robious Middle School • Taught high school Biology, Chemistry, and Physics at Connections High School program in the evenings for at-risk youth

• Supervised students in a maximum security juvenile correctional facility and taught high school level Chemistry, Biology, and Physics to meet Virginia SOL standards• Implemented new software programs for grade recording and student record management throughout the agency and served as the GradeQuick administrator for the school to maintain, process, and report on student grades for the entire school• Served as Science Department Head including mentoring other teachers in the department and managing the budget for purchase of curriculum materials• Trained other academic staff on the use of innovative technologies in the classroom