Core Competencies
- Technical Support & Troubleshooting: Incident response, root-cause analysis, log review
- Platforms & Cloud: AWS (EC2, IAM, S3, Lambda), SaaS systems, backend services
- Developer Tools: Git fundamentals, REST APIs, CI/CD concepts
- Operating Systems: Linux fundamentals, command line
- Ticketing & Support: Jira, ServiceNow, Salesforce Service Cloud
- Databases & Data: SQL basics, data validation, system integrity
- Communication: Customer-facing support, documentation, cross-team collaboration
Professional Experience
Senior Manager, Learning Solutions / FuelEd Operations
K12 / Stride, Corp — Reston, VA (Remote) | 2010 – 2025
- Provided senior-level technical support for a proprietary SIS platform, troubleshooting system issues affecting 100K+ active users in live production environments.
- Created new course sections through Peak and managed activation status of all courses in Blackboard and Brightspace, creating up to 30K sections monthly.
- Handled high-volume incident response, diagnosing platform, configuration, and data issues while coordinating with engineering teams to resolve defects.
- Oversaw organization of courses, sections, and catalogs within Peak to ensure rapid and accurate turnover.
- Performed year-over-year retirement and replacement of courses.
Curriculum Support Manager
Aventa Learning — Anthem, AZ (Remote) | 2007 – 2010
- Managed a team supporting operations and course delivery across Aventa, Keystone, and IQ lines of business.
- Oversaw all support items including ticketing systems and email inquiries from internal and external customers.
- Performed conversion and maintenance of courses across five supported Learning Management Systems.
- Delivered and loaded course cartridges and content across all KCDL lines of business.
Business Analyst
Aries Technology / Cisco Systems — Phoenix, AZ (Hybrid) | 2001 – 2007
- Worked on a small analyst team enhancing and maintaining the Cisco Networking Academy Management System and supplemental applications.
- Generated business designs for enhancements and bug fixes.
- Owned business documentation including wireframes, business rules, and requirements.
- Served as the communication link between business and IT teams.
- Helped write and execute test scripts in collaboration with QA teams.
Education
Bachelor of Science (BS), Information Technology – University of Phoenix, Phoenix, AZ