Summary
Overview
Work History
Education
Skills
Timeline
Generic

SAMMI MORGAN

Ringwood,VIC

Summary

Alex Lawn

Operations Manager

Catalyst I.T

0418794363

Alex@catalyst-au.net

Brendan Heywood

Solutions Architect

PMO and SRE Team Lead

Catalyst I.T

0499476733

Brendan@catalyst-au.netm

Denver Sansoni

Head of I.T.

Open Universities Australia

0448 347 544

Denver.Sansoni@open.edu.au

Overview

11
11
years of professional experience

Work History

Support Manager /Account Manager

Catalyst I.T. Australia
03.2020 - Current
  • Open Source Technology - Moodle, Totara, Mahara, Drupal, Wordpress, Moodle Workplace, Big Blue Button, Zoom, Matomo, Grafana, Matomo
  • Front end Specialist and Administrator
  • Course creation, design, reporting
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
  • Increases responsiveness to ticketing by 50%
  • Maintained fast response time with average 10 min timeframe
  • Managed LMS assistance to over 250 Companies
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Creation of Internal Support Platforms and Priority Programs
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented training programs to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations. Security Releases Moodle/ Totara/ Mahara. Moodle/ MWP Upgrades.
  • Managed M.S.A.'s / SOW / Stakeholder relations for high level clients with multiple sites.
  • PMO Officer -Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Identified and submitted and contributed the implementation of best practise open software in Moodle and Totara
  • Cross-trained existing and new employees to maximize team agility and performance. Onboarded new employees with training and new hire documentation.
  • Developed and maintained relationships with customers and suppliers through account development. Ran Client/ stakeholder meetings and training sessions

Lead Support Officer and Trainer

Catalyst I.T. Australia
07.2018 - 03.2020
  • Front end Specialist and Administrator
  • Course creation, design, reporting
  • IT help desk support Lead
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and managed major issues escalated by clients.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking Moodle LMS strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about LMS options, billing, payment processing and support policies and procedures.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Created and maintained detailed database to develop roles, tasks and LMS education within the company.
  • Process Implementation

Presenter - MEC Moodle Educator Course

Moodle Moot 2019
07.2019 - 07.2019
  • MEC Moodle Educator Certification Presentation/ Talk
  • Moodle Trainer and Assessor for Teachers
  • Responded to questions to educate and inform Teachers using Moodle Platform

MEC Moodle Facilitator and Assessor

Catalyst I.T. Australia & Moodle
01.2019 - 12.2019
  • Graded and evaluated student assignments, papers, and course work for the Moodle MEC Course.
  • Conducted evaluations to measure performance and progress of teachers, providing guidance for areas requiring improvement.
  • Supported student teachers by mentoring on classroom management, lesson planning, and activity organization.
  • Registered student progress and attendance on database to enable tracking history and maintain accurate records.
  • Helped students explore concepts with engaging, learning-focused activities.
  • Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
  • Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.

Open2Study Officer / Operations Manager

Open Universities Australia
03.2015 - 07.2018
  • The Open2Study officer/ Manager assists the Head of Open2Study to optimise Open2Study performance towards maximising OUA enrolments
  • The Open2Study officer/Manager is a versatile role who is responsible for all day-to-day dynamic and diverse operational tasks of Open2Study such as:
  • Monitoring and reporting on the traffic, registrations, students, leads and conversions to the OUA Higher Ed Business
  • Ensuring leads are managed appropriately
  • Ensure course set up and amending any course, site or classes in a Moodle/Drupal Environment
  • Managing the life cycle of Open2Study's online education courses from Planning course timetables/ Implementation/ Go Live/ Moderation/ Updates to and Maintenance
  • Testing of all releases/ site updates in Demo and on Production
  • Implementation of all assets to the Open2Study site
  • Moderating and facilitating the collaborative and social learning aspects of the platform
  • Managing the resolution of platform, content or student issues
  • Running student webinars for Open Universities Australia
  • Providing student insights via online surveys
  • Reviewing and updating learning content and resources as required
  • Encouraging students to engage with each other and achieve course completion
  • Coordinating user acceptance testing, promotional campaigns and student communications
  • Scrum Master for all updates and releases on the Open2Study site
  • Project Management on creation of new courses
  • Management of all Marketing and Marketing initiatives
  • Future Improvements- planning and implementation of all site improvements

Student Support Officer

Open Universities Australia
01.2014 - 03.2015
  • Postgraduate application processing across all education providers
  • Restricted application acceptance and rejection activation and correspondence
  • Responding to education providers requesting information
  • Data collection and reporting using Microsoft Excel through various programs
  • Case management- unit swap requests and duplicate accounts
  • Direct calls with students concerning application processing
  • Assessing of fee help ineligibility, removing units and corresponding with students/ATO
  • Manage student fee refunds and over payments - following SST process and Finance guidelines and procedures to ensure service levels and quality standards are achieved
  • Ensure enrollment and Fee-Help forms and cheque payments are processed in accordance with agreed performance measures to maximize student experience
  • Manage all swap, prerequisite waiver, enrollment verifications, bio data updates, refund changes, mail return processing is cleared within expected SLA requirements to SES quality standards
  • Provide needed support with restricted courses (receipt, data entry, document management, assessment, etc.)
  • Provide SST support where and when required
  • Floor walking and senior staff member for student advisors
  • Stakeholder relations for Australian Universities in undergraduate/ Postgraduate and T.A.F.E
  • Ensure all customer (internal and external) interactions are in line with SES quality standards
  • Greet and welcome visitors
  • Maintain ‘Register of Visitors' and organize visitor passes
  • Open and sort all incoming mail and correspondence
  • Manage outgoing mail by operating franking machine and maintaining postal records and supplies
  • Engage couriers as required
  • Create and update student records from correspondence receive on daily basis
  • Efficiently scan all student related correspondence as received on daily basis
  • Prepare information kits for mail out
  • Handling of escalated calls and or customer complaints

Student Adviser and Customer Service

Open Universities Australia
12.2012 - 01.2014
  • Make inbound sales, service, retention and advisory calls as required and to respond to customer inquiries
  • Work consistently towards achieving Sales and Service targets in relation to conversion rates, student retention, revenue growth and quality assessments
  • Provide advisory and administrative services to prospective and existing students nationally and internationally, and handle fluctuating inquiry levels effectively and efficiently
  • Provide accurate and appropriate advice and information to prospective and existing students regarding units of study, credit transfer, and qualifications available through Open Universities Australia
  • Perform administrative and advisory tasks associated with enrollment procedures, which ensure efficient and accurate processing of enrolments
  • Handle and resolve customer complaints, or escalate them to the Student Solutions Coordinator
  • Data entry of customer information into the Customer CRM
  • Process orders, forms and applications
  • Respond to work list inquiries in a fast, professional and knowledgeable manner
  • Represent OUA at fairs and events in products and services
  • Product knowledge for Australian Universities in undergraduate/ Postgraduate and T.A.F.E sectors

Education

Provide Cardiopulmonary Resuscitation - Medical Assisting

First Aid Management And Training Centre
Melbourne, VIC
05.2023

Project Management Fundamentals - Project Management

PM Partners
Melbourne, VIC
03.2023

Swimming And Water Safety Teacher - Physical Education Teaching And Coaching

Austswim
Melbourne, VIC
04.2022

CPR/ Provide First Aid & Basic Emergency Life Supp - Medical Assisting

CBD College
Melbourne, VIC
03.2022

Moodle Academy Certification - Moodle LMS

Moodle HQ Academy
Online
2033

MEC Moodle Educator Certification - Education

Moodle
Melbourne
01.2019

Moodle Academy Certifications - Information Technology

Moodle Academy
Melbourne, VIC
08.2018

Cert IV in Training And Assessment - Training And Assessment

Victoria University
Melbourne, VIC
12.2016

Skills

  • Cert IV Trainer & Assessor
  • Moodle SME and LMS Administrator
  • Systems Reporting
  • Administrative Updates
  • Problem-Solving Skills
  • Moodle Teacher and User Support
  • System Integration Experience (API, SSO, MFA)
  • Management and Team Lead
  • Stakeholder relations and contract negotiations/ documentation (MSA, SOW)

Timeline

Support Manager /Account Manager

Catalyst I.T. Australia
03.2020 - Current

Presenter - MEC Moodle Educator Course

Moodle Moot 2019
07.2019 - 07.2019

MEC Moodle Facilitator and Assessor

Catalyst I.T. Australia & Moodle
01.2019 - 12.2019

Lead Support Officer and Trainer

Catalyst I.T. Australia
07.2018 - 03.2020

Open2Study Officer / Operations Manager

Open Universities Australia
03.2015 - 07.2018

Student Support Officer

Open Universities Australia
01.2014 - 03.2015

Student Adviser and Customer Service

Open Universities Australia
12.2012 - 01.2014

Provide Cardiopulmonary Resuscitation - Medical Assisting

First Aid Management And Training Centre

Project Management Fundamentals - Project Management

PM Partners

Swimming And Water Safety Teacher - Physical Education Teaching And Coaching

Austswim

CPR/ Provide First Aid & Basic Emergency Life Supp - Medical Assisting

CBD College

Moodle Academy Certification - Moodle LMS

Moodle HQ Academy

MEC Moodle Educator Certification - Education

Moodle

Moodle Academy Certifications - Information Technology

Moodle Academy

Cert IV in Training And Assessment - Training And Assessment

Victoria University

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