Charles E. Sanders Jr.
Avon
Summary
Results-driven technical service professional with a strong track record in configuring integrations, diagnosing, and resolving complex technical challenges. Recognized for meticulous attention to detail and an unwavering commitment to high standards, consistently delivering exceptional results through effective collaboration and adaptability. Expertise in system analysis and technical support enhances problem-solving capabilities, significantly impacting team success and operational efficiency. Passionate about leveraging skills to drive innovation and improve processes in dynamic environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Service Engineer
Imagine Learning (Formerly Edgenuity Inc.)
11.2021 - 11.2025
- Speak with district technical personnel and third-party vendors to design and implement integrations and provide technical recommendations to both prevent and eliminate problems.
- Help implement integrations to third party products. This may include Learning Management Systems, LDAP, SAML, and Student Information Systems, and others; help maintain and improve existing integrations.
- Diagnose, troubleshooting, and resolve technical problems. This may involve utilizing a variety of skillsets to resolve technical issues with SFTP, LDAP, SAML, Single Sign On, networking issues, and user data cleanup.
- Strategize with sales, professional development, and other technical team members to assess the best way to meet or exceed customer requirements and ensure satisfaction. This may include visiting customer sites to assist with troubleshooting, technical guidance, and customer relationship building.
- Resolved 200+ school and district-level integration issues annually, maintaining 98.6% uptime across 38K+ districts.
- Created scalable documentation and internal training guides that reduced onboarding time for new hires by 20%.
- Provide pre-sales support including participating in pre-sales technical calls with customers and attending onsite Meetings as required.
- Other duties as required.
Product Support Specialist Tier 2
Edgenuity Inc.
03.2021 - 11.2021
- Work to resolve issues that are closely related but require a resolution tailored to the customer’s needs, learning style, and implementation model.
- Provide elevated technical assistance for Edgenuity’s suite of K-12 products within multiple Learning Management Systems (LMS) and Student Information Systems (SIS)
- Elevated support for end-users.
- Work closely with various departments to ensure customer's needs are met in a timely manner.
- Meet with customers via zoom or phone call to resolve issue if necessary
Product Support Specialist Tier 1
Edgenuity Inc.
05.2020 - 03.2021
- Work to resolve issues that are closely related but require a resolution tailored to the customer’s needs, learning style, and implementation model.
- Provide technical assistance for Edgenuity’s suite of K-12 products within multiple Learning Management Systems (LMS) and Student Information Systems (SIS)
- General support for end-users.
- Work closely with various departments to ensure customer's needs are met in a timely manner.
Success Coach
Edgenuity Inc.
01.2020 - 05.2020
- Proactively reach out to client personnel regarding customer engagement with the program.
- Work closely with Institutional Services registrar, teachers, Edgenuity coaches, account managers, and client personnel (mentors, administrators, coordinators), from onboarding and start-up support through program health discussion and general check-ins.
- May reach out to students directly in coordination with the school to assist with improving student outcomes.
- May assist with kick off calls, outlining processes and procedures, expectations, and involve other team members as needed.
- Review and understand general information in the student information systems.
- Assist/coach mentors, admins, and other personnel with using the student information system, understanding data, and provide assistance or training as needed.
- Assist with or request lightweight data entry tasks as needed.
- Participate or conduct training sessions or one on ones with program mentors, administrators, teachers, and students to ensure understanding and functionality of the program.
- Coordinate necessary documents as needed such as graduation plans, transcripts, diplomas, enrollment forms, and more depending on the nature of the program
- Ensure IS registrar has documents needed and students continue on path of success.
- Communicate with clients as needed to obtain documents or discuss questions, concerns, and issues.
- Performs other duties upon request.
Education
M.S. - Forensic Psychology
Grand Canyon University
01.2020
B.A. - Psychology, Criminal Justice
University of Indianapolis
01.2018
Skills
- Systematic troubleshooting expertise
- API, LTI, & SFTP implementation expertise
- Single Sign-On implementation
- Cross-platform system integration
- Data analysis expertise
- User training and support
- Technical writing
- Customer relationship management
Websites
Accomplishments
- Resolved 200+ school and district-level integration issues annually, maintaining 97.2% uptime across 38K+ districts.
- Increased the project completion rate by 12% by effectively implementing processes and communicating clearly with districts
- Proactively identified and resolved product issues through self-testing
Certification
- Command Line Certification, Code Academy - 12/2022
- SQL Certification, Code Academy - 12/2022
- Microsoft Azure Fundamentals (AZ-900) Cert Prep: 1 Cloud Concepts - 06/2023
Timeline
Technical Service Engineer
Imagine Learning (Formerly Edgenuity Inc.)
11.2021 - 11.2025
Product Support Specialist Tier 2
Edgenuity Inc.
03.2021 - 11.2021
Product Support Specialist Tier 1
Edgenuity Inc.
05.2020 - 03.2021
Success Coach
Edgenuity Inc.
01.2020 - 05.2020
B.A. - Psychology, Criminal Justice
University of Indianapolis
M.S. - Forensic Psychology
Grand Canyon University