LMS Guru:

An administrator’s most trusted resource, able to create miracles, and always knows all the ins and outs of an LMS

I love the puzzle that is a Learning Management System! Learning the ins and outs of a system, finding better ways to achieve goals, and putting a system through its paces - clicking every button and trying everything out - are tasks that put joy in my workdays.

Becoming the expert on the system is always my goal, I want to be the person who my co-workers turn to for answers.

To reign as queen bee of a learning management system is a critical and grave responsibility. Working with the team to ensure that worker’s personal data is kept securely and their training is assigned and functioning well is a vital cog in the machinery of any safe and well-informed organization.

Having worked with LMSs for decades and knowing the systems deeply and all the tips and tricks to efficient usage as well as any errors or inefficiencies enabled me to become the savior of many large client organizations, and small ones as well! Undertaking the intriguing and precise communication and negotiation with a programming or technology team is another real pleasure.

Being the one that clients and co-workers turn to for a solution is a very satisfying day’s work.

Outstanding Attributes

Intense curiosity for the inner workings of company processes and systems, a knack for logically detangling roadblocks, and the empathy, communication, and persuasion skills to build successful interactions with clients and teammates create a uniquely valuable and essential resource.

An overview of my occupational characteristics:

  • Meticulous about quality and correct functionality, clicking every button and dotting every “i”

  • Experienced at handling all aspects/options of two LMS’s simultaneously

  • Knowledge level, authenticity, and performance generate a high-level of trust and reliability

  • 20+ years at SaaS online health and safety training firm working with B2B and B2C clients

  • Tenacious at problem-solving and masterful at balancing user requests, regulatory requirements, business interests, and the requests of executive management

  • Skilled at functioning in a fast-paced, high impact role with decision making authority

  • Obsessed with the user experience and creating delighted clients

  • Startup seasoned with an “all hands on deck” mentality

  • Relentless at becoming an expert on company tools, products, procedures, requirements, communication, and client relationships

  • Sharing best practices with clients and co-workers an area of expertise; outstanding verbal and written communicator

  • Extensive experience working to guide and build cross-functional consensus in technical, design, development, sales, and marketing teams plus with clients and executive stakeholders

  • Seasoned and accomplished worker, 20+ years remote, 10+ years in-office | Location: WA

Professional Experience

LMS Super Administrator/Product Management/Quality Control/Client Services Management

–AdvanceOnline Solutions, Inc. ▪ Houston, TX ▪ April 2000 – April 2023

During my 23 years at Advance Online, until company sale and closure in 2023, I impacted multiple aspects of the business simultaneously, with a wide array of responsibilities including serving as LMS Guru and managing LMS use, testing, client implementation, eLearning offerings, and escalated inquiries and issues both technical and not. As a specialist in company systems and processes, my general function was to know the trajectory, see all sides of a challenge, and use analytical skills to assess and resolve it with the aid of the various teams/departments. Achievements:

  • Configured and administered full catalog of eLearning, video, and instructor-led courses and associated materials, printouts, options, and certificates; assisted clients with composing their own eLearning and deploying to users (City of NY, City of Cincinnati, etc.)

  • Managed testing and deployment of new or updated AICC/SCORM content, regularly performed integrations with enterprise clients

  • Worked closely with LMS developers on myriad technical issues, design and configuration questions, testing and rollout

  • Produced dozens of guides to using the system for learners, administrators, and instructors

  • Constantly monitored data and user reports for patterns suggesting system changes and worked with executive and technology teams to verify, assess, and implement

  • LMS reporting analytics for clients and employer provided and customized to enable interpretation of data, partnered with technology team to enhance report programming

  • Ran LMS update testing and rollout for over 10 years, coordinating and communicating changes to all company departments, including Sales, HR, Customer Service, instructors and the executive team; also designed, configured, and executed mass email content notifications

  • Collaborated closely with content developers to ensure courseware met design, functionality, and quality standards and served as guide to utilizing LMS and successful deployment

  • Served as sole escalation point for all tier 3+ LMS/courseware support and technical issues

  • Employed exhaustive knowledge of systems and processes to resolve issues through training, cross-functional bug resolution, and devising workarounds and user guides on the fly

  • Directed the DOL/OSHA Outreach training program for employer, an authorized provider, including in-depth regular reporting and bi-annual reports; served as liaison to this program and monitored and ensured the training provided & LMS function met OSHA standards, that all resellers and administrators were following government requirements, and staff was following OSHA stipulations; responded to OSHA requests in a careful yet speedy manner

  • Monitored training content and regulatory changes to ensure that eLearning titles were updated or removed from sale/catalogs and retired as needed

  • Regularly audited and updated various teams on changes to eLearning titles and catalogs

  • 103 courses, total 200+ hours of high quality, interactive, online training content and updates in my administrative and QC purview

  • Oversaw 81,000+ learner assignments in 2022 alone

  • Owner of all escalated product and technical issues for 10+ years, particularly familiar with hotfixes and quick iterations and the close ties with technology team needed to achieve these

  • Go-to contact for all large clients; shepherded product implementations for 1000+ corporate purchasers, with up to 34,000 users each. Notable clients: City of New York ▪ City of Cincinnati ▪ St. Louis Carpenters Union ▪ Grainger ▪ Quality Carriers ▪ True Value ▪ Western Express

  • Everyday collaboration with course developers, content providers, and SME’s

  • Built team and had full management and oversight duties for Customer Service for 20 years

Technical Support Dispatch

–The Macabe Associates ▪ Seattle, WA ▪ 1999-2000

Received, consolidated, triaged, and assigned support requests at software consulting, development, and training firm for Sage accounting software. Devised and implemented ticket tracking, forms, and workflows and worked cross-functionally with sales, support, production, and technology.

Licensed Customs Broker and Branch Manager

–David K. Lindemuth Co. and Thyssen Haniel Logistics ▪ Sea-Tac, WA ▪ 1989 – 1998

Licensed by U.S. Customs through exhaustive testing, detailed background check, and board interview. Managed customs brokerage and freight forwarding business including customer service, import, export, data input, billing, A/R, and A/P. Maintained close relationships with and worked under the review of government agencies including U.S. Customs, FDA, DOT, EPA, and USDA. Arranged movement of freight locally and internationally.

Software Skills

Excellent skills in MS365 applications and standalone MS programs. Skilled administrator of CRMs: Salesforce, Sugar, and Zoho. Advanced skills in implementing and adapting AICC/SCORM products.

Education

Pierce College 2003-2005