Lavette Scott-Smith Email & Phone Number

I develop training materials, online courses, and software tutorials and provide support to IT, BC Network, and Media Technology Services. I create and implement new learning programs and training methods and oversee scheduling for monthly ITS classes. Plan, manage and execute ongoing learning seminars and annual employee appreciation events for a team of 30.Highlights include: • Being the designated Curator for LinkedIn Learning, implementing the program and creating, designing, and uploading courses into LMS to facilitate campus-wide engagement with online learning.• Leveraging video to develop tutorials for software, hardware, and technology resources, enabling broader access to learning and information for the academic community. • Creating process documentation for Team Dynamix ticketing system to enable faster workflow and consistency in tracking and recording technology issues and trained 150 employees on the new system. • Pivoting the training approach during the COVID-19 pandemic, transforming in-person sessions to virtual formats, maintaining audience engagement, and providing essential technology support to students, faculty, and staff. • Planning, coordinating, and hosting ITS student and staff events to promote team building and cultural awareness and improve employee engagement within the department.

I manage and train 40+ student workers at the College's walk-in service desk, collaborating with and coaching one lead student worker to deliver training to colleagues for improved monthly training. I develop and deliver training for the ITS Student Workers employment program, and facilitate training to staff and faculty. I participate in workshops and create documentation for increased knowledge of troubleshooting, and assist at events relative to educating the academic community about technology issues such as security and phishing.Selected achievements in this role include:• Creating a new online system for student reviews, enabling access to information and increasing efficiency in the review process.• Expanding the training role to the service desk student lead which improved attendance at monthly trainings and more customized training based on current issues.

Chestnut Hill, Ma

I processed transactions and parts ordering for hardware computer repairs, organized the pick-up and donation of used computers for academic departments and their charity affiliates, and updated work order responses and adjusted invoices. I designed a database of repairs for 5-6 vendors, and created a database to systematize and organize all used equipment inventory for tracking and financial purposes.

Chestnut Hill, Ma

I supported the College’s integrated network via telephone, email and walk-ins for 20,000 computer users. I guided faculty, staff and students through technology issues, diagnosed and solved computing issues and supervised the multi-system computer lab. Tracked and recorded computer issues using the Remedy ticketing system.Achievements included: • Compiling and creating the first Help Desk manual for how to, troubleshooting tips and procedure information specifically for staff and student tech support.• Creating how-to documentation on software programs and applications to improve tech support services.

Chestnut Hill, Ma

I maintained and updated a Graduate Student database using Filemaker Pro, generated reports and information on programs, courses and students for department faculty and staff. Provided one-on-one computer training and support for faculty and staff.

Master Of Science - Ms, Administrative Studies

Bachelor Of Arts - Ba, Corporate Systems