Soma Ghosh

Highlands Ranch

Summary

Dedicated Global LMS Administrator with over 11 years of experience supporting educational technology for 125,000+ students across 13 colleges. Expertise in coordinating AT support specialists, managing vendor relationships, and leading complex implementations. Skilled in developing knowledge base resources and facilitating cross-functional projects while effectively communicating with diverse audiences.

Overview

years of professional experience

Work History

Global LMS Administrator / AT Support Specialist

Colorado Community College System (CCCS)

Denver

01.2022 - Current

Administer D2L Brightspace at the global level for 13 colleges and the CCCS system office—managing configuration, vetting and setting up digital integrations, and keeping the environment secure, stable, and running for 125,000+ students.
Deliver LMS expertise, decision-making, and guidance to college LMS coordinators, administrators, and system office staff across the full teaching and learning technology environment, including digital integrations (Pearson, McGraw-Hill, Cengage, Wiley, Science Interactive, YuJa) and other third-party systems.
Manage the single LMS configuration with distributed admin for sub-org administrators; maintain config variables, troubleshoot issues, and ensure consistency across all colleges.
Lead Wave 2 testing and quality management for D2L platform updates, identifying and reporting issues in biweekly TAM meetings with D2L.
Monitored quality of LMS administration services for CCCS system office and all colleges, addressing gaps to ensure effective support.
Assign project tasks and support requests to AT support specialists and LMS administrators; facilitate bi-weekly AT support team meetings to review ticket status, escalations, issues and service quality.
Ensure support team responds promptly to support issues. Make sure the right person is handling the right issue—whether that means routing a ticket, jumping in on an escalation, or connecting someone to the right department or resource.
Handle escalated support tickets from the 24x7 Support Desk (Istonish) —students, faculty, instructors, and staff—ensuring timely resolution.
Coordinated project management for major initiatives including D2L LUMI/Creator+, BoodleBox, and YuJa Verity—overseeing implementation, change management, and stakeholder communication.
Serve as one of the primary CCCS contacts for Istonish, our 24x7 Support Desk vendor—attending monthly governance meetings and bi-weekly recurring calls to provide feedback, raise concerns, and keep them aligned with CCCS standards and priorities.
Keep Istonish informed about upcoming projects and new learning technologies well in advance, so they can build the knowledge and resources needed to support our students, faculty, and instructors.
Represent the 24x7 Support Desk in consortial service meetings (Colorado Online) and communicate relevant updates and alerts to college groups, system users, and the Learning Technology Council as needed.
Review, create, and maintain knowledge base articles, FAQs, how-to guides, and schedules for upgrades and maintenance—ensuring all content is current, accurate, and aligned with CCCS standards.
Develop support materials for instructors, faculty, and students; build reusable documentation that reduces recurring issues and promotes self-service resolution.
Led major platform implementations—Honorlock online proctoring, BoodleBox AI platform (200+ staff), Simple Syllabus integration, D2L LUMI/Creator+—utilizing RAID logs and change management plans to ensure successful deployment.
Participate in the Learning Technology Council, AT CAB monthly meetings, and lead LMS Admin meetings; prepare and present Assessments for CAB approval.
Actively work with modern technologies—AI platforms (BoodleBox, D2L LUMI, Rovo AI), mobile tools (Brightspace Pulse), and cloud services—because staying current is part of doing this job well.
Led the Colorado Online branding initiative; participated in the 24x7 Help Desk RFI process, contributing technical expertise to strategic planning and vendor selection.
Guided support specialists during evenings and weekends to resolve priority support issues.

eLearning Quality Assurance & Accessibility Specialist

Arapahoe Community College

Littleton

01.2016 - 01.2022

Served as primary D2L LMS support contact: tested monthly platform updates, provided troubleshooting for online, hybrid, and face-to-face instruction, and ensured a stable, accessible learning environment.
Participated in quarterly 24x7 Istonish phone conferences—building early familiarity with vendor management.
Trained and supervised 11+ work-study students, building a high-performing, student-centered eLearning support team.
Designed and delivered technology training for faculty and staff (Camtasia, WebEx, Zoom, YuJa), with a strong focus on Universal Design for Learning and Section 508 compliance.
Built documentation and support processes that stuck—reducing recurring issues and giving the team a consistent foundation to work for.
Recognized as ACC gem.

Instructional Technologist

Community College of Aurora

Aurora

01.2012 - 12.2012

Trained and supported faculty in hybrid and online course delivery using D2L and instructional technologies—enhancing engagement through tools like lecture capture, web conferencing, and interactive whiteboards.
Assisted faculty in curriculum technology integration and trained work-study students on Section 508 compliance, fostering an inclusive learning environment.
Recognized that effective technology support begins with listening—ensured responses were tailored to individual needs before proposing solutions.

Education

MBA - Human Resources

Institute of Management Technology

Bachelor of Arts -

Skills

Global LMS Administration
D2L Brightspace
LTI & Third-Party Integrations
LMS Configuration
Course Tools Configuration
LTI Deployment
Wave 2 Testing
Troubleshooting
Modern Tech (AI, Mobile, Cloud)
Project management
Vendor Management
Implementation planning
Escalation resolution
Stakeholder & Vendor Communication
Documentation
Change Management
Risk Assessment
Project Tracking
Higher Ed Systems Knowledge
Banner HRIS
Jira
Microsoft 365

Camtasia
Zoom
WebEx
Pearson
McGraw-Hill
Cengage
Wiley
FA Davis
Science Interactive
Honorlock
YuJa/YuJa Verity
Simple Syllabus
Respondus
Tutorcom
Top Hat
SoftChalk
BoodleBox AI Platform
D2L LUMI
D2L Creator
Analytical & Written Communication
Team leadership
Stakeholder coordination
Zoom
WebEx

Personal Information

Title: Academic Technology Leader

Alignment With Cccs Mission

CCCS's mission is something I genuinely believe in— it is the reason the work matters. CCCS is focused on economic mobility, equitable access, and leveraging the strength of all 13 colleges to improve student outcomes and institutional quality. I see my work directly in that vision. Every integration I configure, every support escalation I resolve, and every knowledge base article I write exists to make sure the technology underlying that mission works well, works equitably, and works for every student, faculty member, and staff person who depends on it. Keeping D2L Brightspace stable and accessible across 13 colleges is not just a technical task — it is how CCCS's commitment to learner success shows up at the system level, every day.

Technical Skills

D2L Brightspace — Global Administration, Wave 2 Testing, LTI Deployment, Config Variables, Troubleshooting, Digital Integration Vetting/Setup/Testing, Reporting Management, Course Tools Configuration, Single LMS Configuration Management with distributed admin for sub-org administrators, Pearson, McGraw-Hill, Cengage, Wiley, FA Davis, Science Interactive, Honorlock, YuJa/YuJa Verity, Simple Syllabus, Respondus, Tutor.com, Top Hat, SoftChalk, BoodleBox AI Platform, D2L LUMI, D2L Creator+, Rovo AI (Jira), Brightspace Pulse (mobile), Cloud Services, RAID Logs, Implementation & Testing Plans, Documentation, Change Management, Stakeholder Coordination, Risk Assessment, Jira, Microsoft 365, Banner HRIS, Camtasia, Zoom, WebEx

Timeline