Nancie Hopkins
Trainer & Helpdesk Coordinator
Hyattsville,MD
Summary
Results-driven IT Education Specialist experienced in SIS training, helpdesk coordination, and instructional technology. Delivered impactful remote and in-person training to diverse audiences, fostering empowerment through technology and serving underrepresented communities. Enhanced systems and aligned technical solutions with business objectives, leading projects that contributed to organizational growth.
Overview
14
14
years of professional experience
Work History
SEDS Trainer & Helpdesk Coordinator
DC Public Schools
Washington, D.C.
01.2023 - 01.2025
- Trained staff across district in PowerSchool through structured sessions, enhancing user competency and engagement.
- Resolved escalated PowerSchool helpdesk issues as primary remote contact, ensuring clarity and empathy in support.
- Collaborated with Aspen SIS DevOps team on project rollouts, QA testing, and feature validation to ensure successful implementation.
- Partner with the Aspen SIS DevOps team on project rollouts, QA testing, and feature validation.
Aspen SIS Tier II Analyst & Training Support
DC Public Schools
Washington, D.C.
01.2019 - 01.2023
- Delivered end-user training on Aspen SIS — scheduling, enrollment, gradebook — both virtually and in person.
- Resolved escalated technical issues by managing case tracking in QuickBase, ensuring timely support for users.
- Liaised between school staff and DevOps, translating field needs into actionable system improvements that enhanced user experience.
- Tested and validated new SIS features prior to district-wide deployment, contributing to successful implementation and user adoption.
Helpdesk Analyst
DC Public Schools
Washington, D.C.
01.2011 - 01.2019
- Trained school staff and administrators on Aspen SIS platforms to enhance user proficiency and system utilization.
- Collaborated across IT and operations to maintain system-wide consistency and escalate high-impact issues.
- Developed user guides and best-practice documents to streamline new employee onboarding.
- Collaborated with IT and operations to ensure system-wide consistency and effectively escalate high-impact issues.
Education
M.S. - Project Management/Information Systems Management
Strayer University
Oxon Hill, MD01-2017
B.S. - Information Systems Management
Potomac College
Washington DC01-2008
Skills
SEDS Implementation
Learning Management Systems
Curriculum Design
Online instruction
Lesson planning
Materials preparation
Workshops Facilitation
Remote Facilitation
QA & UAT Testing
Technical Support
Workflow Optimization
Cross-Dept Collaboration
Project planning
WHY I DO THIS WORK
I believe technology should open doors — not close them. Whether working with educators, youth-serving organizations, or women rebuilding their footing, I bring patience, purpose, and genuine care to every interaction. I am fully equipped for remote and low-travel roles and have years of experience supporting large, diverse teams virtually.
Timeline
SEDS Trainer & Helpdesk Coordinator
DC Public Schools
01.2023 - 01.2025
Aspen SIS Tier II Analyst & Training Support
DC Public Schools
01.2019 - 01.2023
Helpdesk Analyst
DC Public Schools
01.2011 - 01.2019
M.S. - Project Management/Information Systems Management
Strayer University
B.S. - Information Systems Management
Potomac College