Portfolio – Customer Support

I was the primary specialist in migrating, supporting, and administrating four different Learning Management Systems (LMSs) used by over 100K Sears associates. I investigated and resolved 50+ store Help Tickets per day, logging issues and bugs in Jira for developers.

 

Customer Support Scripts – Moodle LMS Top Issues

My responses to common Help Tickets for a Moodle LMS that I administered, along with my troubleshooting steps. One year I resolved 6,500+ Help Tickets on this LMS in addition to my regular project workload, earning me a Divisional Recognition Award.

LMS User Help – Segno User Help

Written and developed to fully integrate into a Learning Management System (LMS) workflow so that users had the help they need at the moment they needed it. Tools: Ontuitive Learning Guide Manager, MS PowerPoint, SnagIt.

SucessFactors LMS User Guide – LearnYourWay Support Tasks Guide

I wrote this training guide as an onboarding tool for a new LMS administrator. These were some of the more common support tasks my team performed on a SuccessFactors LMS. This is an example of how I always tried to share my knowledge and best practices with my team.

System Workaround Job Aid – Assign Users to Cohorts in Moodle LMS

My team faced many challenges while implementing a Moodle LMS and I had to “think-outside-the-box” to develop system workarounds while the developers resolved the technical issues. This is an example of when I came up with a temporary fix to ensure users were able to take the training they needed while the system issues were resolved.