- As Learning Management System (LMS) manager, create and manage all user groups, assignments and curricula for over 18,000 users- Manage day-to-day operations in UL's ComplianceWire (21 CFR Part 11 compliant)- Frequently integrate newly acquired companies into the LMS- Meet with clients to gather training requirements for curriculum structure and audience- Interact and support customers of all technical abilities from other teams, departments and entities - Train employees on different functionalities of the LMS- Perform User Acceptance Testing and test new functionality for each new LMS build. Communicate a summary of changes to all Help Desk staff and conduct training as needed. Lead efforts to test functionality after several major updates, including Windows 10 image update and integrated system change from ADP to SAP.- Initiate problem resolution with the application support team to fix bugs and suggest system enhancements.- When possible, make recommendations to improve system and business processes and efficiencies- Develop and maintain process documentation and job aids for all LMS functions for administrators and general users.

- Manage the time and resources of the AtlasPro Learning Management System (LMS) support team for the Defense Acquisition University, which serves over one million global users, including the military and DOD civilians- For the new Atlas 2 LMS, write over 1,300 use cases, manage a team of testers, conduct testing and track bugs in the BMC Footprints ticketing system- During the transition to Cornerstone LMS, perform use case testing, document bugs, provide feedback during business process review meetings and stage data in the development environment- Coordinate and perform user acceptance testing and regression testing on new LMS builds, including Single Sign-On, architecture upgrades, and post-Oracle upgrades, and document bugs and validate fixes- Perform user acceptance testing for the Portico Student Information System (SIS) and document issues in the bug tracking system- Train team associates on updated or new system functionality and processes- Deliver presentation of team accomplishments to the client in biannual meetings- Develop and maintain over 150 pages of clear, understandable user guides for the LMS, which include business processes, knowledgebase articles and flowcharts- Troubleshoot nearly 130 issues monthly, analyze technical LMS issues, determine root cause and document resolution- Effectively communicate with users of various technical backgrounds, including collecting feedback from students and faculty, and provide technical specifications to the developer as the client’s liaison- Establish and maintain client satisfaction through responsive consultation and problem resolution- Manage accounts, computer-based trainings, exams and system configuration

- For the Defense Acquisition University, created and updated web-based trainings using HTML, Lectora and SumTotal- Promoted to Learning Systems Team Lead after one year.- Provided quality control of courses by reviewing content and testing functionality- As temporary Blackboard System Administrator, managed accounts, directory permissions, files, and course configuration- As Tier 2 help desk support for the Atlas LMS, managed account and course configurations, performed root-cause analysis and tracked system issues- Executed tests for SCORM compliance and communication between the course and the LMS- Modified online courses for Section 508 compliance

- Developed computer-based training for the United States Department of Agriculture (USDA) utilizing the following technologies: HTML, CSS, Dreamweaver, Flash, Flashform, Audacity, and Photoshop- Conducted peer review of trainings and edited images, audio, and text- As International Organization for Standardization (ISO) Lead, organized efforts to obtain certification by developing a project schedule, arranging team meetings, creating controlled documents, and assigning tasks- Created work instructions, knowledgebase articles, and flowcharts

- Developed dynamic websites for small businesses using HTML, ASP, SQL, and JavaScript- Utilized the following software: MS Access, Dreamweaver, Fireworks, Photoshop, and Microsoft Server 2003- Integrated secure certificates, shopping carts, forms and dynamic catalogs into client websites and developed the user interfaces that allowed the client to manage the database- Directly contacted clients to discuss new website functionality and to resolve issues with their site and email