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Skills

  • Blended learning solutions
  • Electronic Learning
  • Remote Instruction
  • Gamification in learning
  • Employee engagement enhancement
  • Software diagnosis
  • Data recovery
  • Help Desk Ticket Reduction
  • Technical Workforce Development
  • Content Curation for Learning Programs

Work Experiences

  • Collaborated with department heads.
  • Attended by over 8 participants.
  • Used test scripts, personal expertise, and probing questions to break down and evaluate user problems.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Adopted innovative training delivery platforms.
  • Awarded Top Performer for developing a cross-departmental technical training.
  • Boosted system utilization by 42% in 2018.
  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Achieved a 82% reduction in internal IT support requests.
  • Analyzed technology adoption trends.

Summaries

  • Excellent Technology Trainer with 8 years of experience providing exceptional support to users at all levels.
  • Effectively troubleshoots and resolves issues on its own.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Excellent workflow optimization and budget management knowledge.
  • Competent Technology Trainer with experience assisting program users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Lean and Lean are proudly certified.
  • Achieved a 43% increase in user satisfaction.
  • Achieved a 50% reduction in internal IT support requests.

Accomplishments

  • Authored and distributed troubleshooting guides for HubSpot, which led to a reduction in repetitive support requests by 17%.
  • Facilitated one-on-one coaching for 11 high-potential employees, resulting in a 31% certification pass rate on Six Sigma.
  • Developed comprehensive technology adoption strategies, boosting user proficiency on Workday by 35% within three years.
  • Worked alongside human resources to introduce workshops that reduced support tickets for ServiceNow by 27% within the first three years.
  • Served as key trainer on Microsoft Excel, strengthening user competency across marketing teams and resulting in 80% faster project delivery.
  • Conducted post-training evaluations, contributing to a 59% reduction in training material gaps and increasing satisfaction rates in training programs.
  • Revamped outdated educational resources for Salesforce, increasing course engagement by 30% and knowledge retention.
  • Implemented newly developed change management training programs that improved project success rates by 33% during 2015.
  • Partnered with senior leadership to design an employee engagement technology training plan that increased voluntary participation by 29%.
  • Developed a hands-on technology coaching program, leading to a reduction in common user errors by 59% and faster response time.

Affiliations

  • National Board for Professional Teaching Standards (NBPTS) ITIL in Educational Technology
  • American Marketing Association
  • Member, International Society for Performance Improvement (ISPI)
  • Association for Talent Development (ATD) Certified Professional OSHA
  • Member, Seattle Technology Trainers Association (LTTA)
  • Member, Project Management Institute (PMI) - Special Interest Group on Technology Training
  • Accredited Member of the National Association of Workforce Development Professionals (NAWDP)
  • Trainer Member, Technology Training Industry Consortium
  • Speaker at the annual Workday Summit for Emerging Trainers 2020
  • American Society of Safety Professionals

Certifications

  • ITIL Foundation Certification
  • Certified Professional in Accessibility Core Competencies (CPACC)
  • Microsoft Certified: Azure Fundamentals
  • Tableau Desktop Specialist Certification
  • CompTIA A+ Technician
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Internetwork Expert (CCIE)

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