Joshua Fitzpatrick

Led and managed virtual ARD (Admission, Review, and Dismissal) meetings, coordinating multi-stakeholder teams across departments to develop, review, and revise Individualized Education Programs (IEPs) in compliance with IDEA and state regulations.

Mentored teachers and staff in adopting new technologies and instructional practices, fostering professional growth and sustainable change.

Directed end-to-end project cycles for IEP development, ensuring timelines, documentation, and implementation met federal, state, and district-level requirements.

Coordinated and managed a caseload of 250-300 individual student accounts.

Ensured regulatory compliance, serving as the subject matter expert on special education law, procedural safeguards, and policy adherence across multiple virtual campuses.

Oversaw stakeholder communication, acting as the primary liaison between parents, educators, administrators, and service providers to drive alignment on educational goals and student supports.

Monitored key performance indicators (KPIs) such as IEP compliance rates, meeting deadlines, and student progress metrics; utilized data to drive instructional and operational adjustments.

Provided leadership and training to educational staff, facilitating workshops and one-on-one coaching on IEP writing, virtual implementation strategies, and best practices for inclusive instruction.

Resolved escalated concerns and disputes, leading collaborative problem-solving sessions that upheld student rights while balancing operational efficiency and legal risk.

Leveraged digital tools and platforms (e.g., learning management systems, data dashboards, and virtual conferencing software) to manage documentation, workflows, and communication in a fully remote environment.

Special Education Compliance Specialist
Served as subject matter expert by advising staff and customers and working directly with external agencies throughout audits or to remedy compliance issues.

Stakeholder Coordination/Family and Student Engagement: Effectively communicating with students (25-70 students per caseload) and families to support academic and behavioral goals.

Agile Problem-Solving /Adaptive Instructional Strategies: Adjusting teaching approaches in real time based on student needs, classroom dynamics, or unexpected challenges.

Instructional Resource Management: Maximizing the impact of limited classroom tools and materials to support learning outcomes.

Instructional Clarity: Explaining complex concepts in accessible, developmentally appropriate ways to ensure student understanding.

KPI Tracking/Student Progress Monitoring: Collecting and analyzing academic data and assessments to track student achievement and inform instruction.

Onboarded and closed 184 cases/customers in Salesforce, including
complex technical setups.

Quality Assurance average score average of 98%.

Provided multi-level support services, effectively addressing needs
from Tier 1 advanced, high enterprise customers to Tier 3 end-users.

Collaborated with cross-functional teams to ensure invisible
onboarding experiences.

Managed Salesforce queue and handled customer escalations ensuring customers have completed their required onboarding documentation.

Analyzing and documenting customer pain points within processes to streamline CX.

Met with district/school staff to ensure onboarding and launch success.

Escalate cases to drive resolution in a timely, proactive manner.

Confirm with internal stakeholders that resources and planning are allocated to ensure successful onboarding and implementation.

Diagnose and flag customers at risk of not meeting launch deadline.

Developed and facilitated onboarding training programs to equip new hires with the knowledge and tools needed to navigate EdTech platforms, align with instructional goals, and support end-user success.

Collaborated with cross-functional teams to ensure invisible
onboarding experiences.

Managed Salesforce queue and handled customer escalations ensuring customers have completed their required onboarding documentation.

Onboarded 50-75 customers in 5-6 weeks, including complex technical setups.

Analyzing and documenting customer pain points within processes to streamline CX.

Met with district/school staff to ensure onboarding and launch success.

Escalate cases to drive resolution in a timely, proactive manner.

Confirm with internal stakeholders that resources and planning are allocated to ensure successful onboarding and implementation.

Diagnose and flag customers at risk of not meeting launch deadline.

Provided technical phone support for end-users.

Partnered with 15 charter school departments to coordinate special education service delivery, ensuring alignment with regulatory requirements and performance standards.

Provided strategic support to the Supervisor of Instructional Support and Assessment by managing initiatives related to instructional improvement and student assessment.

Delivered technical assistance and curriculum guidance to cross functional teams, enhancing the effectiveness of instructional programs for students with disabilities (SWD).

Designed and facilitated professional development sessions, equipping school and district staff with best practices in differentiated instruction and data-driven assessment.

Acted as a liaison between district leadership and charter school partners to streamline communication, resolve challenges, and drive continuous improvement.

Led individualized planning initiatives, assessing student abilities and designing customized learning plans aligned with academic benchmarks and growth objectives, ensuring successful grade-level transitions.

Managed full-cycle instructional development, including the creation of lesson plans, assignments, and assessments, ensuring alignment with educational standards and learning outcomes.

Integrated technology into 100% of instructional delivery, optimizing engagement and learning through digital tools and platforms—demonstrating strong digital project integration and change management.

Monitored performance metrics, identifying knowledge gaps through formative assessments and using data to set realistic goals, provide feedback, and drive student progress.

Fostered stakeholder collaboration, maintaining proactive
communication with parents to ensure alignment between instructional strategies and student support goals.

Directed the creation and management of Individualized Education Programs (IEPs), aligning learning objectives with student needs and coordinating services across stakeholders.

Designed differentiated instructional strategies, applying adaptive techniques to meet the needs of neurodiverse learners and ensure accessibility and inclusion.

Modified standard curricula for special education students,
incorporating assistive technologies and personalized methodologies to accommodate a variety of learning styles.

Oversaw classroom logistics and resource management, including setting up instructional spaces, organizing materials, and managing content displays to enhance learning environments.

Coordinated scheduling operations, ensuring alignment between special education services, teacher assistants, and the master schedule to maximize instructional efficiency and coverage.

Led cross-functional customer service team, fostering a collaborative and high-performance culture through coaching, mentorship, and ongoing performance feedback.

Supervised employees (50-80 FTE/PTE) and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Developed and executed strategic service initiatives aligned with company goals, improving customer satisfaction, team productivity, and service efficiency.

Managed escalated client issues, resolving complex concerns promptly and strengthening key customer relationships through effective communication and follow-through.

Monitored team performance using KPI's, generating regular reports and insights to identify trends, set benchmarks, and inform performance improvement strategies.

Implemented targeted training programs to address performance gaps, enhance service skills, and drive professional development across the team.

Led process optimization and quality assurance efforts, refining workflows and establishing service protocols to ensure consistency, compliance, and high customer satisfaction.

Utilized customer feedback analytics to identify service challenges and drive continuous improvement initiatives, reducing repeat issues and enhancing the end-to-end customer journey.

Maintained high service standards, ensuring alignment with
organizational values while promoting accountability and operational excellence within the customer service function.