Claire Gibson Email and Phone Number

Developer of e-learning, classroom and blended instructional programs for inflight Guest Experience, and aircraft technical training following ADDIE principles. Updated training material as directed by Transport Canada regulations and guidelines. Developer of the current Mental Health training e-learning and classroom program and in the current First Aid program.

E-learning designer and learning documentation specialist for the Public Health surveillance system, Panorama, using Articulate Storyline 2, Adobe Captivate 10, and Microsoft Office technologies. Created content and assisted in the implementation of a new help systems via Robohelp technologies.

Facilitating training of new users, contract employees, students, doctors, and employees changing roles in PARIS, an electronic charting and client management system. Creating e-learning for viewing by over 1000 users for roll out of new PARIS version 6 and for sustainment e-learning using Articulate Storyline 2. Development of Lesson Plans, handouts, and learning aids for use by all.

Develop and deliver educational courses to legal and legal support staff both locally and remotely utilizing excellent presentation skills. Develop online instructional reference materials including “Tips-n-Tricks” and eLearning sessions. Provide follow-up/floor support and coaching to people in their work areas, as well as escalated Help Support tickets. Provide learning assessments.

Managed and developed a team of 11 Network Support Engineers providing L1/ L2 support to Fortinet UTM customers and services; maintained daily support operations and reporting, whilst ensuring that SLAs are met and quality targets are reached and Customer Satisfaction is maintained and prioritized.• Responsible for the management of technical support staff including hiring, scheduling, performance and attendance management within an enterprise environment.• Monitored the resolution of all customer service requests, providing escalation, assistance, or training when necessary.• Managed caseload distribution, and escalation to network engineers in Canada, Mexico and Australia. • Monitored client service requests, change requests, and problem ticket volumes; maintained information and statistics to support continuous improvement in service delivery.• Collaborate in the continuous development of service level management, incident reporting, incident escalation policies, processes and procedures and maintained the customer experience metrics

Managed a team of Customer Service Systems Technicians, providing all three levels of support to users locally and remotely for QLT and its 4 subsidiary companies, across Canada and the US. • Accountable and responsible for the training, workmanship, delivery, teamwork, client focus and interactions of my team with all users. Delivered and maintained service response levels in which clients constantly gave accolades for• Managed all User accounts, Network and File Access through Active Directory and Exchange; regulated by Standard Operating Procedures• Responsible for hardware and software upgrades, patches, service patches and their deployment amongst all subsidiaries. • Responsible for IT hardware and software asset management, licensing and compliance, vendor maintenance and warranties for Mobile Device Management for QLT and its subsidiaries including Blackberry Enterprise Administration, Canadian and US Telco contract administration, communication, licensing, and billing• Responsible for desktop software and hardware recommendations and IT Purchasing• SAP Administrator and Security Training Coordinator: Creation and deletion of new user accounts, specialty role trainer coordination, user role access requests, and maintaining certification security controls to stay compliant with auditable controls.• Established new user controls and designed an online workflow form for use by department heads requesting equipment and network access for users.• Designed and created SAP online training programs for users which initiated the authorization process upon successful completion to module access within SAP.• Instructional Designer of online and classroom training solutions for various software products including SAP, Open Text, Livelink and Microsoft Office 2012, and for departmental instructions such as GXP compliance.

Help Desk Supervisor Held the same responsibilities and duties in this position and as Manager, IT Customer Support

Instructional Designer and TrainerLevel 1 and 2 Desktop Support, Hardware and Software documentation and deployment, New Employee Training, Software Management and Purchasing, PBX systems backup

• Build and Support Win98, W2K and XP Systems, Asset Management, Help Desk Plan Development, General Software and Hardware Troubleshooting

Win NT 4 and XP Support, Lotus Notes Support, Asset Management Maintenance Project, Network BIX panel project, and System Builds/ Deployment.

Internal Corporate MIS and Outsourced Support TechnicianOutsourced to Teck Cominco, FSona, Pacifica Papers, Department of Fisheries and Oceans