Holly Springs, North Carolina, United States
I am a skilled technology whisperer with a proven record of user satisfaction and first-call incident resolution. I solve problems between end users in distress and their computer systems by combining a gentle approach, warm humor, technology skills that took hold with a TRS-80 in 1982, a hunger to explore the bleeding edge of all things geek, and a troubleshooting methodology that would make a junkyard dog bow its head in shame. I believe that “I’m not good with computers!” can be conquered with a patient, understanding approach… …and a well-honed knowledge base. Servant leader. Always. I exist to support the people around me. When I lift them up, their excellence flows into me. LGBTQ trailblazer and boundary-pusher for disability and neurodiversity-driven employment concerns. Fierce student advocate. I was "not college material" in 8th grade, and I had to fight my way through a system never intended for people like me. Now, I fight for the academic misfits, outcasts, and irregulars who find themselves wanting to pursue education, but never got the instruction manual. Experienced Lead Instructor with a demonstrated history of working in the higher education industry. Skilled in E-learning Implementation, Instructional Design, Public Speaking, Distance Learning, and Leadership. Award-winning instructional technologist with forward thought and fearless consideration of unknowns. There is no such thing as "never" in education, just "we've not yet thought of how to efficiently implement it." For me, that's the COVID pandemic's legacy.
In-house support for Amazon Fulfillment Centers, Sort Centers, Delivery Stations, and Sub-Same-Day Fulfillment Centers. Processing tickets in an expeditious yet competent manner, with world-class customer service.
DRT9 Delivery Station: Sorted incoming packages. Prepared and staged outbound deliveries for drivers. ·SNC3 Fulfillment Center: Moved product from dock to staging pods via multiple processing areas.
I teach sections of CIS-110, delivered to students with Post's expectations for proactive communication and instructor presence in the online environment. Attention is paid to establishing community, social presence, digital skills, Word, PowerPoint, and Excel via Microsoft 365.
Level 1 analyst on the Occidental Petroleum project, responsible for greeting and assessing customer needs, troubleshooting issues and routing via appropriate configuration item designation in ServiceNow. Responsible for creating and routing tickets within defined SLA and KPI times, as well as maintaining appropriate security considerations. Skilled with Azure Active Directory, account unlocks, password resets, Citrix virtualization, Windows OS, MacOS, Office 365. Providing white-glove, concierge IT service and problem resolution. In February, March, April, May, June, and July 2023, I led an international desk or agents in rankings for customer satisfaction (CSAT) surveys. In March, April, May, June, and July 2023, I led the desk on incident resolution (IRC) surveys.
I began as the program director for the IT Technical Support and Computer Engineering degree programs. I oversaw the teach-out of the Computer Engineering degree, and the transition of the IT Technical Support degree to the IT Service and Support degree. I raised the number of Work Based Learning sites by five, and I increased successful student WBL participation rate by 200%. I worked with an advisory committee of industry and career-placement insiders to keep the degree focused on industry and employer needs. I supervised a team of eight instructors who delivered content both in the college environment as well as the North Wake College and Career Academy.
I taught a class load of 15-18 credit hours in the Fall and Spring, and 6 credit hours in the Summer. Classes were delivered in both the seated and online contexts. I maintained an office hours presence on the north and south campus, to assist students in need. As the CIS-110 course lead, I coached three instructors, and I spearheaded the course's presence in Project C.O.M.P.A.S.S. (Constructing an Online Model to Promote At-Risk Student Success), a First in the World grant-driven effort to improve retention and student success in three high-attrition and low-outcomes online classes by focusing on social presence, cognitive presence, and community building in the online learning environment. Compared to classes not using the protocols, the results for protocol-enabled classes showed: Increased student engagement Increased student grade outcomes Decrease in student withdrawals and drops I developed and delivered the Young Women in IT conference: an event to expose middle and high school-aged women to potential future IT careers and to encourage participation in school Career and College Promise enrollment. The event yielded three known CCP enrollments, and one college graduate currently working in industry. Course Duties Lead: CIS 110, CTS 288 Built: CIS-110, CTS-155, CTI-120, CTS-288 Taught: NOS 110, SEC 110, CTS 155, CTS 288
I taught seated sections of CIS-110 and SEC-110 on the North campus, South campus, and Western Wake campus. In the Summer semester 2015, I taught an online secton of CIS-110.
Maintaining contact with at-risk students and performing community outreach as necessary.
I taught college composition, introduction to computers, and A+ as an adjunct instructor.