The need:
The scourge of COVID put the focus on contingencies for students from lesser-represented areas in San Antonio to continue their education online. A concerted effort from many institutions and organizations came underway to tackle this challenge. Motorola built network towers, Netcloud supplied routers for homes, while USAA and Methodist Healthcare Ministries provided the funding and oversaw the project. As a representative from Texas A&M-San Antonio, it was my duty to devise instructional modalities to train help desk technicians who would answer the calls from students facing connectivity or hardware issues with their Cradlepoint routers.

The Solution:
I developed over 20 eLearning modules and additional resources for the Connected Beyond the Classroom initiative. As a member of the the Digital Inclusion team, I organized asynchronous training on our learning management system. The topics in our instructional systems ranged from customer service and soft skills to complicated troubleshooting with advanced network systems. Throughout the projects, I interviewed IT subject matter experts and shadowed help desk technicians to ascertain strategic and practical methods for improving job performance. I also designed storyboards and developed iterations of prototypes. The tools I used consisted of Articulate 360, Camatasia, Adobe CC, Canva, and Blackboard. My modules consisted of case studies and scenario-based learning to prepare help desk technicians to provide excellent customer service for a variety of districts throughout San Antonio.