• Service Owner/Admin for the university’s Learning Management System (LMS) – Cornerstone• Manage Cornerstone On-Demand LMS administration and coordinate improved processes among all business units, functional training professionals, associated activities, and vendors• Manage and configure all LMS functions, including but not limited to: course content, communications, reporting, user permissions, and evaluation processes• Oversee interface maintenance, set and maintain security roles/access; maintain data integrity rules and processes for the LMS• Identify, research, and resolve user questions/issues; investigate and resolve any data or system discrepancies; coordinate diagnostic testing to correct performance problems• Provide training and technical support to users, supervisors, instructors and others interacting with the LMS to ensure understanding/awareness of system capabilities• Create and distribute a variety of standard and custom/ad-hoc reports to provide information regarding LMS performance against objectives/goals• Create/schedule courses and classes; manage testing of modules prior to activation• Evaluate business requirements related to using and configuring the LMS; analyze, identify, and communicate LMS system and business requirements to vendor

• Service Owner/Admin for the university’s Learning Management System (LMS) – Canvas• Service Owner/Admin for the university’s External Outreach LMS – Canvas Catalog• Canvas & Canvas Catalog responsibilities included:o Developed user-defined roleso Created workflow forms for MOU’s (memo of understanding) & requests for elevated permissionso Produced support documentation tailored to the university’s environment when it differed from the vendor provided documentationo Designed training content/packetso Conducted training sessions both basic & advancedo Collaborated with the CSM’s (Customer Success Managers), holding weekly & monthly calls to discuss arising issues, upcoming releases/features, etc.o Reviewed & tracked service/product release noteso Tested new features in Beta & Test environments to ensure they function correctlyo Tracked metrics (active courses, user enrollments & other identifiers that helped to understand trends & usage of the service)o Utilized queries to provide more information or identification points from datao Created JIRA’s with our Application Developers to either fix existing tools or request new tools that utilize API calls be created to automate common tasks & procedures to greatly reduce the amount of time the task or procedure consumed• Service Owner/Admin for the university’s video platform – ShareStream• Provided tier 3 support for additional enterprise instructional technologies such as:o ZOOM (video conferencing)o Panopto (lecture capture)o Respondus Lockdown Browser (secure browser for remote exam authoringo The university’s Wiki (Atlassian / Confluence)• Created response templates for the Help Desk for repeat or common requests/inquiries to improve quality & efficiency for incident resolution• Assisted with system migrations:o BrightSpace (Desire2Learn) to Instructure (Canvas)o Blackboard to ZOOMo ShareStream to Kaltura• Drafted campus-wide communications to inform about system changes & impacts

• Campus-wide provider of tech services for academic, research, & service missions• Provided technical consulting & support for a variety of University departments Provided backup to other technical support groups as needed• Provided set-up support for mobile & remote computing devices & applications• Assisted end users, faculty & staff, with configuring, installing & maintaining stand-alone & networked multi-user computer operating systems• Responsible for identifying & troubleshooting hardware & software issues for Windows & Apple personal computers & laptops, printers & multi-function devices, personal mobile devices (smartphones, tablets, etc.) connecting to University of Iowa services, such as email, enterprise applications, wireless networking, etc.• Provided one-on-one training on hardware & software applications• Researched innovative ways to use information technology to improve office workflow & communication & make recommendations based on that research• Documented user support activities using Microsoft Service Manager (SCSM)• Provided front line support for all university IT services such as:o Email (Hawkmail a homegrown email solution which was replaced with Office365) Assisted customers to configure their personal email as well as shared/departmental accounts in various email clients such as Outlook & Mac Mail Helped the university transition all user accounts from a homegrown system to O365 accounts Configured accounts using imap, pop3 & exchange accounts on mobile & desktop Set up rules & tasks for end-users to make them more efficient Worked with users who have had their accounts compromised via phishing attacks – checking rules/signatureso LMS (Canvas) Troubleshot issues with user access, content & course structure Added/troubleshot LTI’s (learning tools interoperability)o Qualtrics – access / creationo Group management of active directory users & computerso Resolved network related issues