Tier 2 Support Analyst

This role required nearly a bachelor’s degree level understanding of web-based software design/architecture in order to effectively troubleshoot extremely technical issues that would occur with Cengage’s Learning Management Systems (OWLv2, MindTap, CXP, CNow, CNow V2, BlackBoard).  Specifically the higher-level chemistry and math courses, as they involved the most amount of actual development/architecture complexity and to build and run effectively. 

As students and professors would encounter issues with the platforms, they would submit support tickets that would be escalated to our Tier 2 support team if Tier 1 couldn’t resolve it. If we couldn’t resolve it, then we would work directly with the development teams to (usually) push a bug fix to the code.  

Significant Accomplishments:

• Performed 50% of the End User QA testing for the initial roll out of OWLv2
• Promoted to Team Lead for OWLv2, MindTap, and CXP platforms after 8 months
• Promoted to the Training lead for new Professors/Universities using the OWLv2, MindTap, and CNow V2 platforms 
• Sent to Kentucky for 1 month to train all of the Tier 1 Support team (135 reps) on the OWLv2 platform
• Continually called upon to train Tier 1 reps and Professors on the use of key new platforms and changes as they rolled out
• Managed the working relationships with 5 other Cengage vendors while they were doing support and development work in tandem with our team at Lunar Logic and the teams at Cengage.