Designed, created, and managed technical training content for Netskope Security products – NGSWG (Next Generation Secure Web Gateway), DLP (Data Loss Protection), NPA (Netskope Private Access), API & Threat Protection, UBA (User Behavioral Analytics), Cloud & SaaS Security Posture Management, Remote Browser Isolation (RBI)• Responsible for updating and creating new content and lab guides for the two flagship customer training courses – Operation & Administration, and Integration & Implementation courses for all Netskope security products.• Team lead ad hoc for the curriculum developers – determining development schedules and keeping the team on task and on schedule• Continually improved customer training content while consistently meeting agreed upon deadlines• Created and revised lab exercises to reinforce our training content using AWS Workspaces to create the lab environments• Quickly and efficiently converted instructor led training (ILT) materials into ad hoc eLearning as a placeholder while working on creating true, interactive eLearning• Created short training videos on Advanced Analytics within the first couple of months on the job

Designed, created, and managed technical training content for Forcepoint Security products• Responsible for creating new training for their cloud based user protection cybersecurity product (Dynamic User Protection) covering different training modalities: micro-learning videos, quick 1-page how-tos, and eLearning content • Created new VILT for Forcepoint Behavioral Analytics and Dynamic Data Protection products from beginning to end – Instructional design of the courses, creating the training plans, forecasting resources and development time, consulting with various SMEs, writing, editing and reviewing content, writing the course exams, and delivering the beta training on these products• Helped to develop and complete the Cloud Access Security Broker (CASB) training for a quick turnaround in order to fulfill first course delivery deadline date• Revised outdated training materials on the Forcepoint Insider Threat product within the first two months of starting at the company• Successfully completed new hire Tech Support training materials for self-paced eLearning on the Insider Threat product by agreed upon deadline

Designed, created, and managed technical training content for Palo Alto Networks Security products• Tested and edited all the lab exercises pertinent to all the courseware in development within the first two months on the job• Edited the training materials on the core firewall product after participating in the alpha and beta reviews; was responsible for reviewing all changes to the lab guide, and found two bugs at the time in the latest software release• Developed eLearning training from beginning to end – writing, editing, scripting, animating, and recording eLearning content on Palo Alto Networks’ security platform products for the Pre-sales Engineer persona• Other duties included transcribing on-the-fly training into usable and effective eLearning material• Helped to revamp the Cloud Access Security Broker (CASB) eLearning course in three weeks’ time along with creating an entirely new exit exam for the course

Create technical documents for supporting and maintaining the API service products on the HealthSuite Digital Platform• Successfully wrote up a getting started guide on how to migrate and sign into a new code management system within the first couple of weeks on the job• Responsible for writing and editing release notes and known issues for all major platform releases (10+ platforms)• Responsible for creating Getting Started guides for the various API platform services

Developed, delivered, and managed all related aspects of training and content creation including creating and testing lab guides, instructor and student guides, quick help guides, training assessments, and learner surveys• Successfully developed and delivered new product introduction (NPI) training on the latest notebooks and Android tablets for HP partners in Europe within the first two months on the job• Developed and delivered Windows 10 training, as well as NPI training on the HP Elite x3 mobility solution and NPI Sprocket printer troubleshooting training with a tight delivery deadline and during an instructor shortage• Applied my previous IT troubleshooting skills to create, develop, and deliver Printer Troubleshooting training and anti-virus and anti-malware training to the North America HP Support Center trainers and call center support personnel• Led extensive training for HP support centers on Chromebooks, Chrome OS and Google Docs/Sheets/Slides

Provided in-depth technical analysis and troubleshooting within an enterprise environment on a complex, scalable Linux-based, network storage solution• Investigated and resolved all customer issues escalated to engineering; successfully managed multiple simultaneous customer escalations, owning the escalations through to resolution• Successfully provided on-call, after-hours support of critical customer issues elevated to engineering all while working remotely and consistently met high service standards• Collaborated within team and across multiple teams to provide the best fix/solution to customer issues• Documented product issues in the form of whitepapers and engineering/Customer Advisories

Managed all aspects of second- and third-level technical enablement, including development and delivery of technical training (instructor-led sessions and web-based), product demos, and authoring of white papers• Designed, developed, and delivered NPI training to services, support, pre-sales and CPE (Current Product Engineering) teams within 4 weeks of product release.• Designed, developed, and managed comprehensive training curriculum (using ADDIE principles) on assigned products, assisted team members by providing technical input on their training materials/curriculum, and performed cross-team collaboration to ensure the highest quality training material.• Served as SME (subject matter expert) for assigned products; maintained extensive technical knowledge and provided ad-hoc, in-depth technical assistance to all levels of support & CPE (current product engineering)• Assisted engineering/R&D by reviewing all associated product development documentation, including design documents, functional specifications, and test documents.• Assisted the Learning Products (technical documentation) team by reviewing product Installation, User and Administration Guides.• Assisted in creation of VMware lab systems for product testing prior to release, as well as training and course lab development.• Participated in engineering scrums and sprints, providing assigned deliverables for each cycle, and reviewed/ provided input on QA engineering test plans during each sprint.• Awarded 2010 Teamwork & Collaboration award

Provided high level technical troubleshooting within an enterprise environment on a complex, multi‐layer email archival solution that included potential data loss, system slow‐downs and database rebuilds• Successfully managed multiple simultaneous customer escalations, owning the escalations through to resolution• Handled 20+ technical/mission‐critical calls daily and consistently met high service standards• Recreated customer problems in a lab environment for further extensive troubleshooting• Worked closely with engineering development on solving customer issues• Worked with QA engineering to improve testing on the product’s features• Developed in‐depth knowledge of HP’s email archival solutions• Served as periodic scrum master during the daily tracker meeting using Agile Scrum principles• Created and published monthly knowledge briefs• Worked with customers to drive enhancement requests• Collaborated with Engineering on testing hotfixes, patches, and provided input on new development and feature functionality and worked directly with NPI & CPE engineers to solve major customers’ issues• Assisted engineering in multiple projects to enhance the overall customer experience of the product• Provided after hours 24x7 support for escalation and time required SLA agreements• Earned various HP e‐awards for providing outstanding customer support

Provided outstanding technical support to top-level Executives and their assistants in a 24x7 availability environment. Developed expert-level knowledge and troubleshooting of PC hardware and software issues, networking problems, and virus and malware prevention, as well as in-depth knowledge of cutting-edge technology.

Provided level-three (last line of defense) technical support on issues that could not be resolved by level I and II helpdesk phone support. Ensured continued customer satisfaction by maintaining a high technical skill level and providing excellent IT service. Provided comprehensive training and mentoring for new hires, contractors and college interns.