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, VIC05.2023
Project Management Fundamentals - Project Management
PM Partners
Melbourne, VIC03.2023
Swimming And Water Safety Teacher - Physical Education Teaching And Coaching
Austswim
Melbourne, VIC04.2022
CPR/ Provide First Aid & Basic Emergency Life Supp - Medical Assisting
CBD College
Melbourne, VIC03.2022
Moodle Academy Certification - Moodle LMS
Moodle HQ Academy
Online2033
MEC Moodle Educator Certification - Education
Moodle
Melbourne01.2019
Moodle Academy Certifications - Information Technology
Moodle Academy
Melbourne, VIC08.2018
Cert IV in Training And Assessment - Training And Assessment
Victoria University
Melbourne, VIC12.2016
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