Carter M. Email & Phone Number

Forest, Virginia, United States

• Cultivating long-term relationships with global partners in Africa and the Middle East• Conducting site visits to evaluate partner programs and accountability• Monitoring partner programs and assessing effectiveness• Evaluating global events for potential partnership opportunities• Recruiting new partners and managing partner relationships• Developing and managing workflows to ensure timely completion of funded projects and programs• Analyzing data and developing reports to track progress and results

Lynchburg, Virginia Area

• Manages the day-to-day operations and maintenance of the Learning Management System (LMS) by collaborating with a team of eLearning and development/production professionals including maintaining the LMS content quality, version control and archival information• Provide end-user troubleshooting, issue remediation, technology request assistance and escalation management. Monitors reoccurring issues, system/data or process gaps and proactively identify potential sources of increased efficiency and enhancements• Develops, builds and maintains all elements related to LMS functionality, including but not limited to content integrations and creation, curriculum programs, LMS structure, and reporting.• Develops standardized LMS operational processes and procedures, guidelines and documentation and ensures LMS governance model is being followed.• Develops and manages security roles and groups for the training programs and workforce needs.• Collaborate with the application development team to decide which areas of training to develop and how they should be delivered.• Work with business units and SMEs to modify instructional materials and identify opportunities to improve the overall effectiveness of training.• Provide LMS training and support to divisional learning administrators and users.

Lynchburg, Virginia Area

Lynchburg, Virginia Area

● Liaison between IT and various Business Units as a subject matter expert pertaining to IT in the following departments. School of Medicne, School of Nursing, School of Health Sciences, School of Behavioral Sciences, School of Engineering and Online Academy.● Building relationships with internal business units to maintain a high level of customer satisfaction. ● Act as an advocate for departments within the organization, increasing value realized from IT investments, assets and capabilities● Coordination and communication of select IT projects and scheduled maintenance to the organization community. ● Active outreach and communication with internal departments to foresee poor process and work to find a solution. ● Marketing services and products that IT offers

Lynchburg, Virginia Area

• Created and implemented Call Tracking template form utilized by entire department to track all inbound call documentation• Manage adhoc systemic requests involving troubleshooting hardware/software issues • Ticket triage incoming and escalated issues to meet SLA’s for completion time per ITIL industry standards• Solve and document complex IT issues involving software and hardware faults• Installation and activation of licensed software on end-user devices• Interact with management and document and create KB articles according to ITIL specifications• Facilitate and support 100,000 plus student body, faculty, and staff with IT-related issues

● Primary point of contact for the automated dialer system used at Liberty University call centers used by almost 200 agents.● Provided Call Center support, including but not limited to system troubleshooting, preparing daily dialable records, data collection, analysis and summarization and training● Established process improvements which reduced the number of hours used by quality control managers.● Established reports that assisted in daily staffing and call allocations.

As a credit analyst my duties included; assessing business customers credit risk by pulling credit reports from Experian, Dun & Bradstreet and Equifax. My primary focus was small to medium business. Other duties include analyzing financials reports for large companies. Predominately in the Wholesale Markets (CLEC) and Internet Service Providers sectors. Assessing customer’s financial/credit risk and if needed secure appropriate securities.

Primary responsibilities included creating, maintaining login information for Sprint’s customer service applications. As a Subject Matter Expert with Sprint’s order entry applications/tools, also maintaining access levels tables, and providing 24 X 7 on call support to call centers worldwide regarding application access.

Sprint first point of contact for hardware or software technical support. Duties included solving the problem directly or forwarding the problem to tier II support. As a subject matter expert in remote access administration, I trained coworkers and provided documentation.

Computer Information Systems, Computer And Information Systems Security/Information Assurance

Activities and Societies: Chess club, Swimming, Organizer,

Psychology

Activities and Societies: Youth Quest

Master'S Degree, Business Administration, Management And Operations