As the eLearning Support Specialist, I was one of the primary contacts for support issues related to our online courses at the Worldwide campus. Since the courses were designed and developed by the Instructional Design and Development team, the role of eLearning Support was to maintain the courses and keep the quality high. Any reports of issues, whether it was broken links, missing content, grammatical errors, or an issue with an assessment, the issue would be reported to the eLearning Support Specialist and we would get the issue fixed promptly and with as little disruption to the live courses as possible. Where necessary, faculty would be informed of changes to their live section. If a change would be a major disruption, then a collaborative decision would be made as to the best course of action.
Below is a summary of the responsibilities my role included:
- Responsible for support of virtual and multi-modality course delivery models.
- Provide telephone, email, and Service Center application (Kaltura, Foliotek, EagleVision) support for faculty teaching classes via Blackboard.
- Provide world class assistance and support for academic Quality Managers, course production coordinators (Instructional Designers), and software training initiatives for academic technologies.
- Perform quality control (QC) checks for monthly term starts to include reviewing navigation and external links, learning modules, exams, grade center, and course menus.
- Report trends, possible proactive measures, and recommend emerging technologies that support the campus strategic direction.
- Provide faculty feedback and support for virtual classrooms using EagleVision (Saba).
- Conduct EagleVision pre-flight check rides with students to ensure audio and video are functioning as needed, prior to synchronous class start.
- Coordinate setup of MyMathLab, Aplia (Cengage), and Mastering Astronomy via third party vendors and assist with troubleshooting any issues that may arise.