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Customer Support Quality Assurance

Location:
Ashburn, VA
Salary:
89,000
Posted:
January 10, 2024

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Resume:

Ekta Vani

Ashburn, VA 410-***-**** ad2mvf@r.postjobfree.com

Professional Summary

I am a meticulous and caring individual, and I can adapt to changing situations. With over 10 years of managerial, administrative, and content management experience, I am confident to make a difference in any organization. I have excellent experience in project management and facilitate learning content that delivers outstanding results.

Core Competencies

Highly Creativity

Strategic planning and strong organizational skills keeping stakeholders at utmost priority.

Quality assurance expert

Critical thinker

Implementation Specialist

Works effectively across teams, and with all levels of staff

Passion for innovation

Technical Platforms development software

Ability to multitask.

Attention to Detail

Certified training in Canvas Learning Management System.

Strong Leadership and Interpersonal communication skills.

Professional Experience

Learning Management System Administrator – Remote

ThriveDX – January 2023 – November 2023

Course Management: Creating and managing online courses, including content creation, uploading courses, creating quizzes, setting up assessments using web design technologies like HTML and JavaScript.

Proactive Improvement: Identifying recurring issues, system/data gaps, or inefficiencies in processes to proactively enhance the LMS functionality. Continuously seeking ways to improve user experience and system efficiency.

Development and Maintenance: Building, developing, and maintaining different elements of the LMS, which includes content integrations, curriculum programs, LMS structure, and reporting functionalities.

Standardizing Processes: Developing standardized operational processes and procedures for the LMS. Ensuring that guidelines and documentation are in place and that the governance model for the LMS is followed consistently.

Content Formatting: Ensure that all course content, including text, images, videos, and interactive elements, is formatted correctly according to the platform's requirements and design standards.

Quality Review: Thoroughly review the content to verify accuracy, relevance, and alignment with learning objectives. Collaborate with content teams and subject matter experts to address any errors or improvements needed.

Platform Compatibility: Check compatibility with the learning management system (LMS) or platform where the course will be hosted. Ensure that all elements function properly within the platform's environment.

Day-to-Day Audits: Managing routine audits to ensure the LMS system is functioning properly and monitoring interactions within the system.

End-User Support: Providing troubleshooting assistance to end-users encountering issues with the LMS. Addressing technology requests, resolving problems, and managing escalations when necessary.

User Accessibility: Confirm that the course is accessible to all users, including those with disabilities, by adhering to accessibility standards such as WCAG (Web Content Accessibility Guidelines).

Testing: Conduct extensive testing of the courseware to identify and resolve any technical issues, such as broken links, malfunctioning interactive elements, or formatting errors.

Herndon, VA- Supervisor, Content Management & Product Development

Stride, Inc. - 2021 to 2022

Leading Career Readiness Education Team - Train new hires and third-party vendors to make sure they understand their roles. Creating Career Previews in Adobe Experience Manager (AEM) authoring, managing, and delivering of content and digital media.

Experience Fragment Utilization: Creating and configuring content using Experience Fragments, selecting appropriate template structures.

Adaptability in Fast-Paced Environments: Being efficient and detail-oriented while maintaining productivity in a fast-paced and rapidly changing work setting.

Quality Assurance: Reviewing and analyzing each course meticulously before publication, collaborating with content teams and vendors to ensure accuracy and quality. Providing constructive feedback for performance improvement.

Analytical Skills: Analyzing comments, edits, and reports to implement necessary changes while meeting multiple deadlines within the curriculum program.

Collaboration and Coordination: Collaborating closely with the publishing team to ensure courses are published and approved within designated timelines.

Subject Matter Expertise: Serving as a subject matter expert for proprietary systems, understanding their interactions and dependencies with other systems. Providing training to vendor counterparts.

Cross-Functional Collaboration: Working effectively across various teams and management levels within the department. Engaging in customer calls and implementing new processes, documentation, and efficiency-enhancing methods.

Risk Mitigation and Project Management: Collaborating with project managers and course owners to identify and mitigate risks in projects by spotting issues in processes, documentation, consistency, and efficiency.

Information Analyst - Herndon, VA

Stride, Inc. - 2013 to 2021

Course Creation and Modification: Developing new Project-Based Learning and Traditional courses while adhering to the correct Learning Object template. Modifying existing courses and content as required.

Content Management and Digital Assets: Ensuring all text input into the CMS platform and media assets are correctly uploaded into the Digital Asset Management system with master metadata spreadsheet.

Policy Analysis and Communication Enhancement: Analyzing information related to policies and enhancing writing and communication skills for procedural documentation.

Data Entry and CMS Operations: Accurately entering text and media assets into the CMS platform. Managing overly complex technical training content for K-12.

Content Consistency and Problem Solving: Identifying inconsistencies in content and supporting problem-solving throughout the lesson development process with Course Owners.

Knowledge Base Development: Researching, gathering, organizing data, and facilitating communication with Subject Matter Experts across departments to refine content for the Knowledge Base.

Education

Bachelor of Commerce in Business in D.T.S. College of Commerce - Mumbai, India 2003

Sardar Vallabhbhai Patel Vividhlaxi Vidhyalaya (SVP) High School - Mumbai, India 1999.

Training & Certificate

Computer Technology Certificate in India International Training Center, Mumbai, India 2002

Training in Python Programming online course covering Python fundamentals, data structures, object-oriented programming, and popular libraries such as NumPy and Pandas.

Skills

Technical Proficiency:

1.LMS Administration: Expertise in managing Learning Management Systems, including setup, configuration, maintenance, and troubleshooting.

2.Database Management: Understanding database structures, queries, and data management within an LMS environment.

3.System Integration: Ability to integrate different systems or applications with the LMS for seamless functionality.

Coding Ability: Basic to intermediate coding skills can be beneficial, especially for customizing or developing plugins, scripts, or extensions for the LMS. Familiarity with languages like JavaScript, HTML, CSS, or Python could be advantageous, depending on the customization needs.

Learning Industry Technology Experience: Knowledge of various e-learning tools, authoring software, and educational technologies used in the learning industry. Familiarity with SCORM (Sharable Content Object Reference Model) for content interoperability.

UX/UI Familiarity: Understanding user experience (UX) and user interface (UI) design principles to enhance the usability and accessibility of the LMS. Ability to improve the interface for easier navigation and better engagement.



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