Meet with stakeholders and conduct a needs analysis to assist a 322-unit Condominium Association with updating network, hardware, and software systems. Create and administer Microsoft 365 Business Premium tenant with association's first domain. Configure MS Teams and SharePoint to support collaborative workflow between staff, board, and residents. Train and support staff on all new systems.

Actively participated in a six-person, second tier IT training and support team within a managed services structure for a Gulf South law firm client with 650 users across 13 offices. Administered, configured, created content for, and rolled-out firm’s first Learning Management System (LMS). Provided on-boarding training for new employees as well as ongoing training on client’s VMware Horizon Virtual Desktop Infrastructure and its software programs. Created new users accounts in MS Active Directory/Exchange Online. Imaged a variety of laptops and desktops. Set up and supported desktop and laptop hardware.KEY ACCOMPLISHMENTSConducted weekly new hire training in person and virtually for 13 offices.Built, launched, and administered firm’s first Learning Management System (LMS) using Thought Industries’ platform. Authored LMS courses as well as selected and uploaded SCORM content created by third-party subject matter experts. Created roll-out training and support for same.Responded and resolved high volume, second-tier help desk tickets for all users working in office or at home during pandemic by installing, maintaining, and troubleshooting end user hardware, personal computer operating systems, mobile devices, and application software.

Actively participated in four-person IT department for major New Orleans law firm with 120 users in three offices. Responsible for authoring curriculum and online support materials for delivering training to new and existing employees on software systems, firm and personal hardware (BYOD), and conference room technology. Provided first and second tier support for all software and hardware as well as a variety of general IT tasks, including setting up computers, personal devices, authoring technical documentation, and updating the firm's website and Intranet and overseeing audio-visual setups throughout the firm.KEY ACCOMPLISHMENTS:Established firm's first virtual training room utilizing the LogMeIn GoToTraining platform.Oversaw the firm's Security Awareness Training leveraging the KnowBe4 Learning Management System.Began new firm intranet design in MS SharePoint Online.

Played a key role by identifying and acquiring new technologies and social media tools that supported the DRLA’s academic and research goals. For multiple grant-based research projects, collaborated with DRLA subject matter experts to develop curricula and research materials that contextualized cross-cutting disaster resilience practices for specific regions across the globe. Analyzed the requirements of the organization while designing the layout of the Academy’s website, LMS and database management processes. Directly oversaw the administration and assignment of online leadership self-assessment products designed to build the capacity of a global network of disaster resilience leaders.KEY ACCOMPLISHMENTSSupported the success of a Bill and Melinda Gates Foundation grant by configuring a MoodleRooms Learning Management System in order to create web-based courses and collaborative workspaces to support productive and reliable regional/international networking for post-disaster redevelopment planning between public, private and non-governmental stakeholders throughout sub-Saharan Africa, Central America, South and Southeast Asia, and the Middle East.Leveraged program management experience and technical expertise in order to develop online and face-to- face courses with disaster resilience subject matter experts for all DRLA global research and graduate program initiatives.Managed and provided technical direction to a cohort of graduate student researchers in order to meet sponsored project deliverables.Delivered hands-on leadership and direction throughout the planning, curriculum development and execution of an executive leadership fellowship program designed to strengthen community resilience across five of Louisiana’s coastal parishes impacted by the Deepwater Horizon oil spill. Fellowship was funded by the Gulf of Mexico Research Initiative (GoMRI), its Consortium for Resilient Gulf Communities and endorsed by the Lt. Governor of Louisiana.

Delivered comprehensive support, training and troubleshooting for an online performance marketing Software as a Service (SaaS) product. Consistently created positive customer experiences by delivering individualized, friendly service. Completed in-depth analyses of the root causes of client issues to create and execute effective strategies.KEY ACCOMPLISHMENTSLeveraged customer feedback and quality control results during the development of enhancements within the existing software designed to increase customer abilities.Equipped customers with the guidance and training needed to master the HitPath products through 1-on-1 virtual training sessions, and continued development of Knowledge Base documentation and eLearning tutorials.Utilizing open-source code, developed an internal ticketing system with detailed taxonomy to more effectively track customer issues and facilitate communication between customer support and development teams.

Empowered instructors and students to fully utilize classroom and online instruction technology while directly leading the completion of hardware and software upgrades within classrooms and computer labs. Increased visibility and new opportunities by creating web and print based marketing materials. Spearheaded a needs analysis with Center’s Subject Matter Experts in order to act as information architect and user experience developer in the design and implementation of the Center’s Drupal-based Website. Utilized Unix and Drush shell command languages while maintaining Drupal development and production sites.KEY ACCOMPLISHMENTS:Developed online courses in BlackBoard Learn and Blackboard Collaborate to connect on-campus faculty and students with distance-based faculty and students located in emerging nations with limited bandwidth.Developed custom content types, views, taxonomies, and libraries of third party solutions within the Drupal 7 website to enhance the user experience and facilitate user group content management.Fostered and maintained a positive collaborative relationship with the CollegeNET ApplyWeb vendor to ensure the successful creation of the Graduate Admissions’ online application and student inquiry database.Spearheaded the launch of a marketing and social media plan that drove undergraduate and graduate admissions and publicized research advancements.Greatly increased the availability of web and print marketing material production resources to staff and student interns by introducing and overseeing an Adobe Creative Cloud team environment.

Authored in-depth eLearning materials regarding the organization’s Content Management System utilized by staff and a cadre of rotating member volunteers. Strengthened the association’s technology usage by guiding new employees and member-volunteers through the onboarding process prior to the delivery of comprehensive training.KEY ACCOMPLISHMENTS:Played an active role on a team that led the successful planning and execution of the migration of a 65K page website from Collage CMS to Drupal 7 CMS.Directly oversaw the definition of all user roles and permissions, created technical documentation, curricula and eLearning tutorials in Adobe Captivate and created Moodle course to train and assess competency of internal staff and rotating member volunteers on the new website.Administered and provided student and faculty support for the Association’s 5000-student Moodle Learning Management System (LMS) with a catalog of 200 continuing education courses.Established, administered and supported ALA’s first web conferencing platform for virtual meetings, classes and seminars.Collaborated with a project vendor and internal stakeholders throughout the establishment of a Microsoft SharePoint site designed to replace an inefficient paper-based workflow for Accounts Payable.Increased the availability of instructional materials for staff and volunteers by launching the IT department’s initial online resources website and Track-IT! ticketing system.Coordinated with stakeholders to gather the requirements needed to define social media strategies and processes.

Actively participated on a global training team that supported over 5000 users located within 29 offices worldwide. Administrated remote new hire and software training on a WebEx Learning platform as well as one-on- one and local classroom software training courses. Provided second-level help-desk technical support on all firm technologies.KEY ACCOMPLISHMENTSDeveloped and rolled out highly visible, standardized courseware materials hosted on the firm’s online training resource. Due to track record of success, became the“recognized voice” of firm-wide initiatives by authoring and recording a catalog of Adobe Captivate tutorials that taught both software and soft skills.As designated subject matter expert, delivered key organizational insights to vendors, conducted quality assurance, created technical documentation and provided supportregarding the firm-wide, networked use and upgrades of Microsoft Office, iManage, Adobe Captivate, MicroSystem’s DocX product suite, CM/ECF and Adobe Acrobat.Ensured a hands-on approach to staff and training team training during software rollouts by traveling to domestic and international offices.Reviewed staff performance and current processes to identify and capitalize upon areas of improvement.Acted as technical lead in order to coordinate, market and host Firm’s first large scale, client development webinars in WebEx Event Center.Assisted Firm’s Continuing Legal Education (CLE) department in certifying webinars for Continuing Legal Education (CLE) in multiple states and jurisdictions.

Sole trainer for two New York branch offices of Washington DC’s oldest and largest international law Firm with a user population of over 300.Before and after the merger of Squadron, Ellenoff and Hogan & Hartson (now & Lovells), collaborate with both Firms’ IT teams in order to streamline the transition of computer systems largely focusing on the changeover of DTE Timeslips to Carpe Diem and its integration with Elite Accounting System and transition of document population from DocsOpen to iManageConduct research, create documentation, offer training, and provide user support during said transitionCurriculum Development, technical writer of IT Instructional MaterialsResponsible for new hire training and one-on-one trainingProvide second level Help Desk supportOrganize and coordinate with vendor trainers, provide classroom and floor support training for rollout of iManage, Windows 2000 and Office 2000

Sole trainer for 130‑attorney Firm with offices in New York City and Los AngelesHelp Desk supportResearched Web-based training initiatives, submitted proposal to Technology Committee and successfully gained approval and budget for Firm’s first eLearning portalImplemented, worked with vendor to customize, administrated and offered introductory training for roll‑out of eLearning portalEstablished Firm’s first training roomSole developer of curriculum and responsible for creating IT Instruction materialsGained consensus from Management Committee, Human Resources Manager and Recruiter to established a comprehensive, two‑day, new‑hire training schedule for attorneys and support staff which resulted in an overall improvement in Firm‑wide technology usageResponsible for new employee trainingCompleted a successful Firm‑wide conversion from Corel WordPerfect 8.0 to firm- customized Microsoft Word 2000Member of a two‑person team that researched, planned, created, tested and implemented customized MS Word environment and spearheaded Firm’s conversion scheduleTeam also established a working relationship with Microsystems and was responsible for the conversion of Firm’s entire document population from WordPerfect 8.0 to MS Word 2000Hired, trained and managed floor support personnel for conversion processTaught every MS Word 2000 class for Word Processors, Secretaries, Attorneys, Paralegals and Support Staff in both New York and California officesEstablished Squadron Ellenoff as a provider of MCLE credits in California OfficeExcellent knowledge of Real Estate, Corporate, Transactional Entertainment, Tax and Litigation documentation in both New York and California