The Problem

The medical career college operated across 14 ground campuses, in addition to online and hybrid programs. Each campus, and even individual instructors, used ed-tech tools (specifically, third-party tools that integrated with the LMS) inconsistently, leading to:

• Wide variability in instructional quality, LMS setup, and tool usage.

• High support ticket volume stemming from configuration issues, misuse of LTI integrations, and unclear processes.

• Lack of standardized training, causing instructors and students to struggle with complex tools such as Connect, MindTap, SIMnet, ALEKS, Evolve, Cirrus, Panopto, and others.

• Siloed knowledge, with no centralized repository for troubleshooting steps, best practices, or tool-specific guidance.

• Inefficiencies across academic, IT, and instructional teams due to inconsistent workflows and recurring problems.

The college needed a unified approach to third-party tools (3PTs) to improve teaching consistency, reduce support strain, and enhance the student learning experience.

The Solution

Establishing Standardized 3PT Training & Resources

• Developed comprehensive, multi-modal faculty training courses for all major 3PTs, incorporating videos, written guides, assignments, assessments, and troubleshooting steps.

• Ensured training aligned with institutional policies, pedagogical best practices, and consistent tool usage across campuses.

• Created and maintained knowledge bases, FAQs, product guides, and internal support resources to provide clear, accessible guidance for instructors and staff.

Leading Process-Improvement Initiatives Across 14 Campuses

• Conducted a cross-campus assessment of instructional technology usage to identify inconsistencies and gaps.

• Developed standardized workflows and best-practice procedures for LMS integration, tool configuration, course setup, and student-facing materials.

• Partnered with faculty, campus administrators, and instructional leadership to implement uniform standards.

• Collaborated with task forces focused on faculty support, IT initiatives, B2B partnerships, and help desk optimization, ensuring instructional technology concerns were represented and addressed.

Serving as SME for 3PT Integrations

• Troubleshot advanced technical issues, coordinated with vendors, and ensured seamless tool integration.

• Conducted testing, data reporting, and evaluation of new tools and technologies to support expansion and continuous improvement.

The Outcome

My solutions delivered measurable improvements across the institution:

• Significant reduction in support tickets related to 3PT confusion, inconsistent tool usage, and LTI integration issues.

• Higher instructional consistency across 14 campuses and online programs due to standardized workflows and training.

• Improved faculty confidence and self-sufficiency with 3PTs, lowering dependence on escalation support.

• More reliable LMS and tool integrations, decreasing downtime and classroom disruptions.

• Enhanced student experience, with clearer, more consistent course design and tool usage across all programs.

• Faster onboarding for new faculty and adjuncts due to comprehensive, structured training courses.

• Greater cross-departmental alignment as standardized processes replaced ad-hoc, campus-specific solutions.

Knowledge, Skills, and Abilities

Instructional Design & Faculty Development

• Designing multimedia training courses

• Creating written guides, videos, assessments, and assignments

• Applying pedagogical and best-practice principles

Technical Proficiency

• Blackboard LMS configuration and support

• Third-party tools: Connect, SIMnet, ALEKS, MindTap, SAM, Evolve, Cirrus, Panopto

• SIS and CRM reporting, data analysis, and testing

• Troubleshooting complex plugin, integration, and platform issues

Process Improvement & Change Management

• Standardizing instructional technology use across distributed campuses

• Developing workflows, documentation, and support resources

• Driving cross-campus adoption of new processes

Cross-Functional Collaboration

• Partnering with academic leadership, IT, faculty, vendors, and support teams

• Participating in task forces for faculty support, IT infrastructure, and B2B partnerships

• Managing expectations and communicating technical information to non-technical users

Project & Information Management

• Organizing knowledge bases and internal sites (Google Sites)

• Managing large-scale multi-campus initiatives

• Coordinating training rollout and updating content as tools evolved