Nicole Jensen Email & Phone Number

• Developed over 50 custom dashboards with 300+ reports to enhance the understanding of learner experiences and course outcomes, leading to improved educational strategies.• Integrated API tools such as BadgeCert and Salesforce to streamline LMS processes, ensuring a cohesive user experience.• Designed, implemented, and maintained the Salesforce ServiceCloud system for the team, including the development of flows, validation rules, and system integrations to boost efficiency.• Provided exceptional customer service with over 600 support tickets yearly by assisting users with account management, password resets, and course purchasing support, ensuring a positive and smooth user experience.•Acted as the SME between company and the LMS provider, monitoring system updates and proactively implementing necessary adjustments for optimized performance.• Reviewed, troubleshot, and maintained course and training materials of over 500 courses to ensure content quality and functionality.• Implemented and managed a library of over 200 instructor-led courses (ILCs) and self-paced online learning courses.• Administered digital badges to recognize course completions and achievements within the LMS environment.• Led the integration of the LMS with other systems utilizing API, including CRM tools and content libraries, ensuring seamless interoperability and an enhanced learner experience.

Utilized Learning 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗦𝘆𝘀𝘁𝗲𝗺𝘀 expertise to assist Global Content Operations team in the 𝘀𝘆𝘀𝘁𝗲𝗺𝘀 𝗰𝗼𝗻𝗳𝗶𝗴𝘂𝗿𝗮𝘁𝗶𝗼𝗻, content upload, and 𝗤𝗔 testing of the new Salesforce Trailhead for business bootcamps and comprehensive 𝘁𝗿𝗮𝗶𝗻𝗶𝗻𝗴.🛠 Identified and resolved 𝟯𝟬+ 𝗰𝗼𝗻𝗳𝗶𝗴𝘂𝗿𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 𝗶𝘀𝘀𝘂𝗲𝘀 in the Edubrite Learning Management System (LMS), 𝗰𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗻𝗴 with the QA team to deliver high-quality solutions and enhancements that improved system performance and 𝘂𝘀𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲.⬆ Uploaded and reviewed 𝟭,𝟯𝟬𝟬+ documents to cloud-based learning management system within a 𝟮-𝘄𝗲𝗲𝗸 𝗱𝗲𝗮𝗱𝗹𝗶𝗻𝗲, showcasing strong 𝗮𝘁𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝘁𝗼 𝗱𝗲𝘁𝗮𝗶𝗹 and accuracy, while maintaining high quality and limited errors.📜 Created comprehensive 𝗱𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 on Edubrite upload processes and LMS 𝗮𝗱𝗺𝗶𝗻𝗶𝘀𝘁𝗿𝗮𝘁𝗶𝗼𝗻 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝘀 𝗮𝗻𝗱 𝗽𝗼𝗹𝗶𝗰𝗶𝗲𝘀, establishing 𝗯𝗲𝘀𝘁 𝗽𝗿𝗮𝗰𝘁𝗶𝗰𝗲𝘀 for future projects and streamlining 𝘄𝗼𝗿𝗸𝗳𝗹𝗼𝘄 while improving project outcomes and organizational effectiveness

Greater Minneapolis-St. Paul Area

Utilized Learning Management Systems, Content Management Systems, Project Management Systems, and Front-End Development experience to provide technical consulting, implementation, administrative, and technical support services to small businesses. Consulted small businesses on comprehensive learning management systems (LMS) implementation, onboarding, user support, and administration, resulting in optimized learning processes and enhanced user experiences. Collaborated with graphic designers, UX designers, and back-end developers to design and integrate solutions, resulting in an improved customer experience for clients. Guided over 40 startups and small businesses in launching their online businesses by providing expertise in developing websites, project management systems, learning management systems, and content management systems.

Created learning objectives, created training materials, and trained incoming technical support agents on utilizing ServiceNow customer service management system (CSM), Splunk Enterprise Security, networking troubleshooting, and customer relations, effectively creating and deploying the training program for new hires.Trained new hires on ServiceNow CSM, Splunk, networking, systems monitoring, and more while equipping them with the necessary skills to effectively utilize the platform, resulting in improved productivity, reduced errors, and reduced solution time.Collaborated with Subject Matter Experts and Training Coordinators to develop comprehensive and engaging training materials for staff, resulting in valuable resources that supported effective learning and equipped them with the necessary skills to utilize ServiceNow CSM proficiently.Developed a 6-week comprehensive training course for new hires, resulting in a remarkable increase in completion rate from 20% to 80%, effectively equipping participants with the necessary skills to utilize ServiceNow and enhancing their onboarding experience and productivity.

Front-End Web DeveloperCoded, designed, and deployed Library intranet and internet website pages using HTML, CSS, and Javascript - providing up to date programming, library closure, services, and other updates to the public. Integrated multiple library IT systems, including the catalog and museum ticketing systems, into the website as a Front End Web Developer at Hillsborough County Public Libraries, resulting in an enhanced user experience, improved accessibility to services and resources, and a more efficient online presence for the library.Addressed and resolved deployment issues while providing front-line customer service, resulting in a smooth user experience, minimized disruptions, increased customer loyalty, and a reliable front-end system, all achieved through proactive investigation, technical expertise.Proposed and Implemented a Project Management System to streamline communication and processes between 5 departments, resulting in a reduction of 200+ monthly emails and increased collaboration within the organization.Library Services Tech Guide IITaught courses to members of the community on a variety of tech topics, provided technical support, assisted with research, led activities and other programs, and assisted with other library services.Developed best practices and provided comprehensive training to end-users on library software and digital media platforms, resulting in increased user proficiency, and enhanced access to resources.

Became trusted Special Education substitute, working with students with a variety of skills and needs. Developed lessons on the fly, providing daily life support, emotional support, and more. Adapting teaching methods and instructional materials to meet students' varying needs and interests.Establishing clear objectives for all lessons, units, and projects, and communicating these objectives to students.Recognized and addressed behavioral issues with students and administration.

Led the rollout of the technology 1-to-1 initiative, providing students with personal laptops, LMS access, and coding bootcamps while supporting teachers with utilizing Schoology LMS, training, and supporting their technical needs.Led the instructional technology implementation and training initiative to enhance student learning outcomes and promote best practices, resulting in successful teacher implementation and utilization of learning management systems.Conducted engaging and informative training sessions for audiences with varying experience and exposure, covering learning management systems, Microsoft software, and Windows OS and Surface equipment, resulting in improved participant knowledge and skills.Partnered cross-functionally with departmental stakeholders to develop best practices, objectives, and multi-year goal plan,, ensuring standards of education were upheld and improved.

Taught 6-11th grade English Literature & Writing - developed lesson plans and taught 7 unique courses across 7 grade levels.Created and delivered quality instruction to students to enable their language development, writing skills, reading comprehension, and English vocabulary.Created an innovative curriculum that incorporated technology and 21st-Century skills. Enhanced the delivery of instruction through the effective use of technology in the classroom. Provided support to students with poor academic performance to improve grammar and language abilities. Led, trained, and motivated students in web design and graphic design via extracurricular club activity.

Education record

Education record

Graduate Certificate, Secondary Education And Teaching, 3.9

Completed Master's Thesis; however, did not present as I took a job overseas instead.

Bachelor'S Degree, English Language And Literature, General