Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Kwasida Jones-Williams

Atlanta,GA

Summary

Passionate and technology-oriented individual who delivers product fixes and quickly troubleshoots technical problems. A confident and personable customer support engineer with expertise in help desk environments, assisting customers while promoting efficiency, respect, patience, ease, and a touch of humor to make each interaction enjoyable!

Overview

22
22
years of professional experience
1
1
Certification

Work History

Customer Support Engineer

Lexia Learning
08.2024 - 10.2024


  • Answered incoming support inquiries via phone and email.
  • Researched and identified solutions to technical problems.
  • Explained complex technology-related issues in understandable terms to customers.
  • Gathered and shared customer feedback to inspire product improvement.

Product Support Engineer

Lexia Learning
11.2020 - 09.2023
  • Trained, supported, and led a team of Professional Learning Facilitators providing technical customer support.
  • Educated teachers and administrators on best practices for using K-12 Lexia Learning products.
  • Answered incoming support inquiries via phone, chat and email.
  • Resolved system and customer issues by troubleshooting and providing effective solutions.
  • Reported program defects and suggestion to development team.


Professional Learning Facilitator

Lexia Learning
10.2017 - 10.2020
  • Led product demonstrations to the district, school-based, and regional teams and provided training and support to teachers and administrators related to best practices for data and instruction
  • Supported Lexia's marketing and sales departments by attending work exhibit booths and giving presentations at local and regional conferences
  • Helped Lexia Account Executives and Account Managers with co-presentations and lead generation
  • Co-created the Lexia Core5 Blended Learning Workshop and aligned data reports with the Georgia Teacher Keys Effectiveness System.

Senior Professional Development Consultant

Urban Village PD
08.2015 - 06.2017
  • Managed a team of 10 instructional leaders at partner schools
  • Developed and implemented a teacher professional development program that personalized instruction to drive student ownership of learning and increase student engagement
  • Increased student ownership of learning and data-driven instruction by 85%.

Manager of Instructional Design

Computer for Youth
09.2012 - 05.2015
  • Developed regional strategic direction for professional development services
  • Managed and led the educator services department by helping 94% of teachers and administrators increase the use of data to drive their instruction and support student agency
  • Created and implemented virtual and in person professional development sessions
  • Assisted in writing proposals for funding to support educational training
  • Worked closely with instructional staff to ensure grant objectives were met
  • Led Blended Learning Georgia Educational Technology Conference session.

Technology Integration Specialist

Compass Learning (now Edgenuity Inc.)
01.2008 - 09.2012
  • Facilitated educational technology training sessions on best practices related to technology use within the school program based on research, collaboration, and state/national standards
  • Collaborated with district leaders, principals, and teachers to evaluate and select resources addressing curricular needs and learning goals
  • Provided post-training reports to internal and external stakeholders.

Curriculum Director

Ananse Kurom Early Learning
06.2009 - 05.2011
  • Managed recruiting process, hired, managed, and oversaw staff development initiatives
  • Designed and implemented a technology-rich early learning curriculum
  • Managed program budget
  • Created and acquired early learning resources and supplies.

Saturday School Teacher

KIPP Metro Atlanta Schools
01.2007 - 05.2009
  • Created and implemented a radio writing and production course that helped students become better storytellers.

Teacher

Atlanta Public Schools
06.2002 - 05.2007
  • Taught 1st-grade core curriculum
  • Developed and implemented a secondary communications curriculum that increased students' written and oral communication skills
  • Created and implemented professional development sessions for peer teachers.

Education

Innovation And Entrepreneurship - Business

Full Sail University
Winter Park, FL
01.2016

Education Media Design And Technology - Technology Education

Full Sail University
Winter Park, FL
01.2012

Mass Media Arts - Communications

Clark Atlanta University
Atlanta, GA
01.2001

Skills

  • Education
  • Technical Customer Support
  • Curriculum Development
  • Instructional Design
  • Employee Training
  • Staff Development
  • Instructional Coaching

Certification

  • Mass Communications Cluster - Georgia Professional Standards Commission, 06/01/03, 06/01/06
  • Elementary Education P-5 - Georgia Professional Standards Commission, 01/01/07, 06/01/10

Timeline

Customer Support Engineer

Lexia Learning
08.2024 - 10.2024

Product Support Engineer

Lexia Learning
11.2020 - 09.2023

Professional Learning Facilitator

Lexia Learning
10.2017 - 10.2020

Senior Professional Development Consultant

Urban Village PD
08.2015 - 06.2017

Manager of Instructional Design

Computer for Youth
09.2012 - 05.2015

Curriculum Director

Ananse Kurom Early Learning
06.2009 - 05.2011

Technology Integration Specialist

Compass Learning (now Edgenuity Inc.)
01.2008 - 09.2012

Saturday School Teacher

KIPP Metro Atlanta Schools
01.2007 - 05.2009

Teacher

Atlanta Public Schools
06.2002 - 05.2007

Innovation And Entrepreneurship - Business

Full Sail University

Education Media Design And Technology - Technology Education

Full Sail University

Mass Media Arts - Communications

Clark Atlanta University
Kwasida Jones-Williams