Nicole

Curriculum and training support professional with experience in instructional systems, customer support, and higher education technology.

Background includes managing support cases, training users, coordinating online learning tools, and working with systems such as LMS platforms, Salesforce, JIRA, Teams, Zoom, MySQL, and Banner. Brings strong communication, troubleshooting, and instructional support skills to part-time education technology work.

Customer Support Associate - Community Brands now Ventured Solutions - Hertford, NC

(2020-12)

• Managed support cases for Ravenna HUB and ADMIT through email and case systems.
• Resolved user issues by writing MySQL scripts and troubleshooting system problems.
• Used Salesforce, Teamwork, and JIRA to track requests and improve workflows.
• Supported parents, schools, and internal teams through Teams and Zoom meetings.
• Collaborated across teams to improve user experience and maintain service quality.

Adjunct Faculty - Roanoke-Chowan Community College - Ahoskie, NC

(2017-08 - 2019-05)

• Delivered information technology instruction in web administration and design courses.
• Built and managed assignments and quizzes in Moodle LMS.
• Taught students HTML5, CSS3, Adobe Dreamweaver, and Adobe Animate.
• Evaluated student work and gave feedback to support learning progress.
• Supported student success through organized online instruction and course planning.

Remote System Administrator/DBA - CBORD - Ithaca, NY

(2015-10 - 2016-04)

• Performed system maintenance to support stable and secure customer environments.
• Applied Windows and Oracle database patches in customer systems.
• Helped maintain system performance and reduce downtime through routine updates.

Business and Technology Applications Technician - Elizabeth City State University - Elizabeth City, NC

(2008-09 - 2014-05)

• Supported Banner applications using UNIX, Linux, and Windows server environments.
• Installed, upgraded, and maintained application tools for university operations.
• Created documentation and trained users on Banner and related systems.
• Built reports and supported data needs across student, finance, and financial aid areas.
• Troubleshot application issues and helped improve system workflows.

AAS (Associate) - Information Technology - University of Phoenix (2004-01 - 2005-01)

Associate's degree - Computer Programming - Roanoke-Chowan Community College (2004-01 - 2005-01)