Costin David Email & Phone Number

Bucharest, Romania

• Implemented instructional technology support using various tools for teaching and learning, including following related software programs and applications used in eLearning.• Performed project management tasks when required and maintained the relationship with the SMEs and stakeholders from the start until project delivery.• Demonstrated knowledge of varied learning modalities.• Built and updated evaluation and survey tools to monitor and improve effectiveness of courses.• Acted as Lead Instructional Designer on multiple projects assuring consistency across the project.• Developed curriculum and learning materials to increase comprehension.• Performed on-site visits at 3rd party vendors to observe course delivery methodology, studentretention rate and student feedback, and ensure that the information taught is consistent with the latest course releases.• Utilized knowledge of industry best practices to improve upon existing training methods.• Evaluated course performance to determine areas in need of improvement.• Simplified course tracking and searching by developing an in-house course catalogue using an MS Access database connected to a PowerBi interface and shared to specific groups and persons via MS SharePoint.• Developed and improved curricula, course formats and lesson presentations for diverse topics.• Devised special strategies for reinforcing material or skills based on needs, interests and abilities of individual students.• Designed and developed various learning paths and worked with several learning management systems.• Documented course development and archival processes as requested.• Guided students in learning course content by referring to student class notes, assignments and class resources.

Bucharest, Romania

• Wrote reports outlining results to facilitate management decision making.• Completed root cause analysis on routine and complex problems.• Served as the single point of contact for the company's 1st level of support.• Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses and enable support team to solve customer querieseffectively.• Completed various reports and analyzed each report to decide where improvements could be made.• Analyzed operational performance to identify pain points and provided actionable solutions to management.• Served as liaison between certain departments to implement new improvement plans and changes.• Served as liaison between the customer and our company, to ensure customer satisfaction and the accuracy of services provided.

Bucharest, Romania

• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.• Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.• Identified issues and implemented appropriate solutions to deliver quick and effective remediation.• Observed system functioning and entered commands to test different areas of operations.• Removed malware and viruses from laptops and desktop systems using specialized software.• Documented repair processes and helped streamline procedures for future technical support actions.