• Provided comprehensive training on troubleshooting and debugging technical issues for over 5,000 unique APIs and integrations at Zapier.• Contributed to the training of approximately 100 individuals, equipping them with skills in issue diagnosis, log analysis, and effective utilization of internal tools to address customer and partner concerns.• Conducted training primarily via video calls (Zoom) with supplementary asynchronous guidance through Slack.• Designed and delivered tailored "New Hire Training Programs" for individuals or small groups, as well as ongoing learning workshops for larger audiences.• Served as a subject matter expert, assisting in planning and developing extensive segments of internal technical training materials and knowledge base, utilizing various mediums including text, video, and graphics.• Managed the Learning Management System (LMS) to ensure content currency and accessibility.• Evaluated training program effectiveness through tests, quizzes, and trainee feedback, leading to continuous refinement of instructional materials and optimization of training processes.• Crafted "Train the Trainer" and "Path into Training" documentation and oversaw onboarding and mentorship of new trainers as a senior Trainer.• Researched, tested, and mastered new tools and features introduced due to Zapier's growth, becoming subject matter experts to craft comprehensive training materials for distribution.• Supported customers directly and indirectly, resolving escalated issues with advanced automations and integrations.• Created sophisticated internal automations to efficiently manage a high volume of trainees with limited resources, optimizing time allocation for impactful training.

I was promoted internally to Technical Process Trainer at IBM in December 2014, where I successfully trained over 250 individuals to provide remote technical support to a major banking group in Australia.• Delivered and facilitated process training for batches of 20-25 trainees over a five-week period without supervision.• Provided training across diverse technical and soft skill domains, effectively simplifying complex concepts for non-technical audiences.• Managed trainee motivation and addressed concerns, disputes, and potential obstacles to ensure successful training outcomes.• Developed training plans, lab exercises, presentations, and technical course materials to improve employee comprehension and retention.• Engaged with key vendors, internal stakeholders, and colleagues across departments and geographic locations to maintain up-to-date and effective training content.• Generated and maintained weekly reports on trainee performance, proactively monitoring and addressing performance issues.• Supported and supervised teams during training and initial deployment, serving as a Subject Matter Expert (SME) during the nesting phase.• Contributed to internal process improvements and enhanced client Net Promoter Scores (NPS) by handling escalated customer calls.• Participated in bridge calls to discuss process updates, provide feedback on the knowledge management system, and suggest improvements.• Established and communicated training schedules with relevant stakeholders to ensure alignment and coordination across the account.• Contributed to various projects at IBM, including email client migration, mobile device management deployment, VMware virtualization & deployment of VMs, and the development of in-house knowledge management tools, among others.

• Provided remote technical support to bankers of a major Australian banking group, demonstrating excellent client management skills at IBM from November 2013 to December 2014.• Consistently contributed to meeting critical operational Service Level Agreements (SLAs), including Customer Satisfaction (CSAT), Average Handle Time (AHT), Average Speed of Answer (ASA), First Call Resolution (FCR), and First Time Fix (FTF) objectives.• Utilized RHEL systems daily to remotely administer, manage, and provide global technical support for enterprise clients on Windows XP, 7, and 10 operating systems via phone, email, and chat.• Conducted troubleshooting and resolved issues related to user and computer profiles, network connectivity, print queues, Windows OS, remote VPN access, virtual desktop interfaces, software deployment, data backup, and installation and usage of on-premise and cloud-based software.• Performed administrative tasks on user and computer accounts and guided OS reimaging for optimal performance.• Remotely set up mailboxes, remote access services, shared drives, printers, scanners, teller machines, card swipe machines, and other bank branch hardware for users.• Collaborated with multiple resolver groups and teams to diagnose and resolve failed deployments, outages, and other complex issues.• Provided support for various productivity tools such as email clients (Lotus Notes & Outlook), web browsers (IE, Firefox), and Microsoft Office applications/O365 suite among others.• Engaged in technical solutions research and shared knowledge and best practices with the team to enhance overall performance.• Utilized Windows remote support tools, Active Directory, SCCM console, Process Explorer, Event Viewer, and Performance Monitor for analyzing and troubleshooting technical issues.• Recognized and rewarded for outstanding performance as a level 1 agent and for mentoring team members to achieve similar excellence.