Karen Tan

Karen Tan

Summary

I am a quick learning, strong communicating individual with a wealth of technology administration and project management expertise who seeks to use and improve her current skill set in a collaborative, growth-oriented environment.

Work History

Work History

Technology Support Coordinator

University of Massachusetts
  • Provide ongoing technical and strategic input for improvements to a rapidly growing Continuing Studies/Distance Learning Department.
  • Hire, manage and train online learning office staff and ensure coverage for weeknights and weekends. 
  • Responsible for assessing training needs and arranging in-house training for staff on new software packages being introduced at the University.
  • Communicate and present technical proposals to Business Decision Makers when hardware or software purchases need to be justified. 
  • Responsible for scheduling dynamically changing online courses, and maintaining FTP, UNIX and other student accounts.
  • Provide technical support and end-user assistance to 2000+ online & on-campus students per semester.
  •  Responsible for testing LMS upgrades by creating test scenarios on different platforms and browsers to ensure all new functionality operates to specification and that all existing functionality is not affected.
  • Responsible for assisting faculty with delivering online courses, utilizing the LMS's to their fullest extent and assisting with development of their online courses, in addition to providing technical support to the faculty and their students.
  • Continued assistance with migration of online courses to a new LMS, checking content as it is moved and assisting faculty in gaining access.
  • Administer the NT 4.0, Windows 2000 and UNIX Server as well as provide desktop support for a department of 40 Staff members by applying service packs, critical updates, Norton Corporate Antivirus, Norton Enterprise Firewall, Black Ice Personal Firewalls, FileMaker Pro databases, HP printers, Dell and Gateway hardware, management of NT user accounts and permissions. Deploy and manage the patch management process for the departmental servers. Evaluate tools such as Microsoft Software Update Services on Windows 2000 and Automatic Updates on the Windows 2000 Professional and Windows XP desktop operating systems. Thorough testing of patches on test machines before deployment.
Jul 2007 - Present

Technology Support and Operations Manager

UMassOnline
  • Organize and manage support for the daily operations of the UMassOnline technology platform including all migrations, upgrades and service to the system.
  • Effectively lead, mentor and establish goals for technical support team responsible for providing support to our campuses.
  • Develop and manage customer support operations maintaining a focus on strong customer service. Develop, implement and monitor strategies for improving overall end-user and staff support experience including self-help materials, documentation, training, ticket tracking, support workflows, performance metrics, on-call program, and communication strategies.
  • Manage communications and maintain strong relationships with campus staff and end users for servicings, support bulletins and related announcements. Develop optimal communication tools and strategies with a goal of fostering a collaborative, open and mutually supportive environment.
  • Coordinate day-to-day work with UITS and partner vendors regarding ongoing operations of UMassOnline technology platform. Troubleshoot problems, test solutions, and coordinate overall day to day activities based on priorities set by CTO.
  •  Manage relationship with outsourced helpdesk vendor. Track helpdesk performance. Ensure helpdesk staff are properly trained to support applications. Work with helpdesk vendor on an ongoing basis to ensure end users are getting optimal support and SLAs are being met.
  • Develop and continuously improve end-user documentation for various applications as needed. Work with UMassOnline colleagues as needed for different topical areas. Develop strong end-user self-help materials and documentation.
  • Using a combination of data collection and reporting tools and strategies, develop better metrics for customer satisfaction, campus utilization of various applications, and other business data needs.
  • Take lead in developing testing plans for patches, fixes and other platform changes, consulting with pertinent staff with domain expertise. Thoroughly test fixes, patches, enhancements, or releases. Assess readiness for introduction to production environment.
  • In collaboration with other UMassOnline staff, provide Level 2 support: process problem reports from campus or helpdesk staff, assess problem, resolve with documentation or training or report problem to software vendor. Resolve more general web related questions including firewalls, plug-ins, basic connectivity issues, etc.
Jul 2005 - Jul 2007

Technology Support Coordinator

UMassOnline
  • Manage day to day technical support operations for hosted online education programs for 14 UMass and non-UMass hosted campuses.
  • Oversee outsourced 24/7 helpdesk and effectively manage working relationships between supported hosted campuses via updated documentation and resources, generating monthly call reports and hosting check in meetings with vendor and customers.
  • Maintain, update and manage permissions for SharePoint sites which provide access to valuable resources such as licensed, third-party documentation.
  • Build, maintain and customize reports via COGNOS as needed for specific campuses and learning management systems.
  • Evaluate and test third-party software products for integration with learning management system (WebCT/Blackboard); as well as coordinating testing and rolling out patches and service packs in our development environment for the WebCT/Blackboard platform.
  • Train and support campus LMS Administrators in all aspects of learning management platform.
  • Responsible for updating campus-specific login pages and assisting campus website administrators with tools to customize their own pages.

Education

Education
May 2010 - Jul 2010

Certificate

University of Massachusetts - Amherst, MA

The 6 module certificate provided 36 training-hours of hands-on learning over six weeks in an interactive online classroom to equip key personnel with the mindset and skills they need to become effective leaders.  Projects and case studies were customized to provide opportunities for students to analyze leadership issues and concepts occurring in their own organizations, allowing for the development of real-time solutions.

References

References

Mark Schlesinger

Mark served as the Interim CEO at UMassOnline and my direct reporting manager during a transitional period in 2009.

Stefanie Henderson

Stefanie and I have worked very closely together since I began at UMassOnline in July of 2005.

Brian Douglas

Brian served as AVP/CTO and my hiring manager at UMassOnline from July 2005 - January 2009.