Shelley Scott-Johnson, M.Ed.

, COI
713 Oak Hurst Court, Virginia Beach, VA 23462
Phone: 757-663-9332 / Email: johnson7_shelley@hotmail.com

PROFESSIONAL EXPERIENCE
Assistant Director, Programs, Extended Learning/NSU Online 10/2017 – Present
Norfolk State University, Norfolk, VA
 Promote, develop and evaluate the impact of technology-enhanced learning on the student
learning experience and advise on pedagogic value of new technologies.
 Provide management oversight for the development and implementation of processes that support
distance education student success initiatives.
 Project Manager for various university-wide projects including identifying and evaluating
educational technology tools and new approaches to distance learning.
 Assist the Office of Assessment with system implementations and special projects.
 Collaborate with faculty to design and create engaging course content, instructional materials, and
learning activities.
 Responsible for handling the department budget.
 Provide management oversight for the design and implementation of the online student
orientation program for distance education students.
 Research practices and opportunities focusing on program creation, enhancement, and
maintenance.
 Promote online programs to potential students, partners in government, business, and industry in
support of enrollment growth objectives.
 Supervise, coach, and evaluate staff.
 Serve as NSU Online Student liaison to the offices of the Registrar, Financial Aid, Admissions,
Career Services, Spartan Success Center, Learning Communities, Alumni Relations, and other
student support services.
 Prepare detailed analysis of the current distance education students' success rates and support
services status and performance to identify appropriate benchmarks.
 Create, analyze, and maintain data reporting and student tracking systems for distance education.
 Participate in the development and administration of applicable policies, strategic plans, goals and
programmatic activities pertaining to distance education.
 Develop, implement, and participate in recruiting and retention strategies for distance education.
 Created Blackboard organizations for various support units to enhance engagement, enhance the
on-boarding process, and training in a virtual environment.
 Created a Title III proposal to establish a call center in Enrollment Management to provide
support and services to prospective and current students.
 Compiled reporting and data analysis to the Provost and successfully completed special projects.

Online Student/Faculty Support Specialist, Extended Learning/NSU Online 4/2015 – 10/2017

Norfolk State University, Norfolk, VA
 Conducted face-to-face and virtual training sessions and workshops via web conferencing tools.
 Provided support services to students such as the application process, advising, academic support,
career/guidance counseling, and retention.
 Assisted faculty with content development and technology integration in online, hybrid, and face-
to-face courses.
 Successfully led and completed special projects and technical support for the Provost’s Office
 Created the first online student handbook
 Analyzed data and information to forecast trends in online programs and recommend strategies to
enhance recruitment and enrollment.
Online Student/Faculty Support Specialist, Extended Learning/NSU Online 4/2015 – 10/2017
 Provided instruction and support of learning management systems, various applications, and
software to faculty, students, and staff.
 Conducted workshops and webinars for faculty, students, and staff.
 Assisted faculty with content development and technology integration in online, hybrid, and face-
to-face courses.
 Researched and recommended new initiatives to support online programs.
 Incorporated Blackboard Orientation as a requirement in the New Student Orientations.
 Planned and implemented programs to support residential and distance education students.
 Created the first virtual study rooms to allow students to study and collaborate on group projects
virtually.
 Collaborated with academic units to implement practices to support student success and
institutional goals.
 Collaborated with Communications and Marketing to design promotional materials.
 Assisted with establishing and supporting the first Spartan Seminar for 1100+ incoming
Freshmen.
 Created the first Blackboard training course that allowed students to practice with various
technology tools, submitting assignments and exams, and access to tutorials and webinars.
 Initiated and led the transition of the Examination of Writing Competency to online.
 Established and conducted the first virtual Blackboard technical assistance for faculty, students,
and staff each semester.

Seasonal Tax Support Specialist – Remote 1/2015 – 4/2016

Intuit, Mountain View, CA
 Provided technical support to TurboTax customers.
 Analyzed and resolved a wide variety of complex technical issues.
 Researched and resolved complex calculation issues and erroneous entries.
 Contributed to the knowledge base content by linking, flagging and recommending updates.
 Documented customer interactions in Salesforce and properly escalated issues when applicable.

Operations Manager 4/2009 – 1/2015

Great White Water Sports, Norfolk, VA
 Developed and implemented new processes and procedures.
 Analyzed data to forecast trends and implemented marketing initiatives to generate new business.
 Seek new business opportunities by contacting and developing relationships with prospective
customers.
 Established and managed the customer service and reservation call centers.
 Responsible for personnel management, financial management, inventory, and budget
preparation.
 Researched and introduced new technology to increase proficiency and efficiency.
 Managed, evaluated, and coached employees.
 Developed and conducted training for 15 employees and executive management.
 Created and maintained training materials.

Student Assistant, Office of Faculty Development 1/2014 – 8/2014

Norfolk State University, Norfolk, VA
 Developed and maintained training materials, videos, and documents in Blackboard.
 Provided technical support and training to faculty and students.
 Assisted students with being acclimated to online courses.
 Assisted with the planning of workshops and conferences.
 Assisted with fixed asset inventory and transfer or disposition of equipment.
 Processed requisitions for travel, summer research, and doctoral program assistance.
Independent Business Owner - Remote 10/2008 – 05/2014
Arise Virtual Solutions, Miramar, FL
 Provided technical support for Intuit TurboTax and Apple.
 Analyzed and resolved a wide variety of complex technical issues.
 Accessed and navigated multiple chats and systems to assist the customer.
 Researched and resolved complex calculation issues and erroneous entries.
 Documented customer interactions in Salesforce and properly escalated issues when applicable.
 Managed, evaluated, and coached five Customer Service Professionals.

Supervisor, Lead, Account Analyst 12/1996 – 04/2010

SuperMedia, St. Petersburg, FL.
 Developed regional operational efficiencies and workflow process improvements.
 Exceeded departmental goals by controlling expenses, increasing efficiencies, accuracy rates, and
individual productivity.
 Increased department productivity by 60% by creating an automated workflow.
 Developed performance measurements that increased productivity by 45%.
 Department Project Manager resulting in 100% of implementation of recommended processes.
 Managed bookclose activities and met and exceeded stringent deadlines.
 Managed the document imaging departments and conducted quality assurance activities.
 Managed, evaluated, and coached 20 employees.

EDUCATION
Doctoral Student - Educational Technology Present
Walden University, Minneapolis, MN

Master’s in Education: Educational Technology and Online Instruction May 2017

Liberty University, Lynchburg, VA
3.69 GPA

Bachelor of Science in Management Information Systems May 2014

Norfolk State University, Norfolk, VA
3.08 GPA, Cum Laude

CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

Blackboard GUI Administrator Certifications: Course Delivery, Course Management, and Community
Engagement
Learning Resources Network (LERN) Online Instructor National Certification
NSU Online Instructor Certified
Blackboard Case Study Participant
Blackboard Technical Preview Program Participant
Blackboard Ally Training
Blackboard Exemplary Course Program Cohort
Accessibility: Designing & Teaching Courses for all Learners
Applying the Quality Matters Rubric
Quality Matters: Using Instructional Materials and Technology to Promote Learner Engagement
Designing Online Instruction
Microsoft Excel Advanced Certificate
Client Relationship Management Software
Apple Teacher Certified
Instructional Design Service Course
Designing and Teaching for Impact in Online Courses