KAREN BOUTWELL
Northfield,NH
Summary
IT Support Manager and Technical Training Leader with 13+ years managing technology operations and 8+ years in instructional design. Proven expertise in leading technical support teams, administering enterprise platforms, and optimizing IT service delivery. Skilled in process automation, data-driven decision making, and developing high performing support teams. Strong background in training program development and technology education.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Online Instructor
Lindenwood Education
St. Charles, MO
01.2022 - Current
- Deliver online instruction in Information Systems Management graduate courses
- Develop engaging asynchronous learning experiences focused on IT management principles and best practices
- Implemented feedback mechanisms to assess student performance and improve educational outcomes.
- Adapted teaching methods for different learning styles, ensuring success for all students enrolled in the course.
- Promoted a supportive virtual learning environment by maintaining open lines of communication with students and promptly addressing concerns or questions.
- Maintained continuous professional development by attending conferences, webinars, and workshops focused on online education best practices.
Senior Adjunct Lecturer
Lakes Region Community College
Laconia, NH
08.2017 - Current
- Teach Information Technology courses including IT Fundamentals, Help Desk Support, Managing and Troubleshooting PCs, and Operating Systems
- Design curriculum integrating real-world technical scenarios and hands-on lab exercises
- Integrate AI tools including Claude AI and Flint AI into coursework to enhance student learning and technical skill development
- Collaborated with department head to create dynamic, ongoing curriculum development, and instruction improvement program.
- Enhanced student comprehension by incorporating diverse teaching methods, including multimedia presentations and hands-on activities.
- Designed and delivered management and leadership training programs for regional business clients as part of the Workforce Program.
Technology Support Manager
Holderness School
Holderness, NH
08.2011 - 03.2026
- Lead IT support operations for 500+ users including faculty, staff, and students. Manage technical support team, administer enterprise platforms, and oversee technology infrastructure across campus. Direct device lifecycle management, user provisioning, and service desk operations.
- Administer Active Directory for user account provisioning, group policy management, and security configurations across Windows Server environment
- Manage FreshService help desk platform including ticket workflows, SLA monitoring, and process optimization to improve response times
- Oversee Mosyle MDM administration for 600+ Apple devices including automated deployment, configuration profiles, and security policies
- Administer Google Workspace for 500+ users including user provisioning, security settings, group management, and access controls
- Manage VPN infrastructure and network services including DNS and DHCP configuration for campus network operations
- Author 200+ knowledge base articles in Notion covering troubleshooting guides, how-to documentation, and technical reference materials for self-service support
- Implement process automation through Bash scripting and AI-assisted workflows, eliminating 30-40 annual device deployment tickets
- Conduct data analysis of support ticket trends using AI tools to identify recurring issues and implement systemic solutions
- Lead and mentor technical support team, providing coaching, performance feedback, and professional development guidance
- Train 250-300 faculty and staff annually on technology tools, platforms, and best practices to improve digital literacy and reduce support volume
Technology Coordinator
Gilmanton School
Gilmanton, NH
08.2007 - 06.2011
- Served as sole technology leader supporting 450-500 users including students, faculty, and staff
- Administered Active Directory domain services including user accounts, security groups, group policies, and organizational unit configurations
- Managed complete technology infrastructure including Windows Server, network services, and endpoint devices
- Provided direct technical support, user training, and technology integration support for instructional staff
Education
Master of Science - Information Systems Management
Walden University
10.2020
Bachelor of Science - Computer Science - Human Computer Interaction
Walden University
12.2013
Skills
Educational Technology & LMS
- Canvas LMS implementation, administration, and optimization
- Educational technology integration and best practices
- Google Workspace for Education and Apple ecosystem management
Training & Curriculum Development
- Technical training program design and delivery (8 years)
- Custom curriculum development for K-12, vocational, and higher education
- Workshop facilitation for diverse audiences (faculty, administrators, leadership)
Instructional Design
- Pedagogical approaches and adult learning theory application
- Hybrid and online course design
- Video tutorials and self-paced learning materials
Change Management & Consulting
- Technology adoption strategies and change initiative leadership
- Stakeholder engagement and needs assessment
- Best practice guidance and strategic advising
Platform Administration
- IT service management (FreshService, ITIL frameworks)
- Device management (Mosyle MDM, Apple deployment)
- Workflow automation and process optimization
Communication & Facilitation
- Online webinar and virtual training delivery
- Technical writing and knowledge base development
- Web conferencing tools and Google Workspace collaboration
Leadership & Problem-Solving
- Team management, coaching, and professional development
- Creative problem-solving and critical thinking
- Data-driven decision making
Certification
- CompTIA IT Fundamentals (ITF+)
- Google IT Support Professional Certificate
- Apple Service Fundamentals
- Articulate 360 Certification (in progress)
Timeline
Online Instructor
Lindenwood Education
01.2022 - Current
Senior Adjunct Lecturer
Lakes Region Community College
08.2017 - Current
Technology Support Manager
Holderness School
08.2011 - 03.2026
Technology Coordinator
Gilmanton School
08.2007 - 06.2011
Master of Science - Information Systems Management
Walden University
Bachelor of Science - Computer Science - Human Computer Interaction
Walden University