● Craft training videos, slide decks and training modules to teach customer support employees how to use Salesforce, Zendesk and multiple internal tools● Utilize adult-learning principles to plan major content launches and develop soft skills training● Design regular newsletters to keep employees up-to-date on major content releases and new support policiesKey Accomplishments:● Wrote, filmed and edited 25+ training videos covering new content releases, product features, and customer-support skills, which reduced length of new hire sessions and made content more consistent● Ran multiple eight-day New Hire training series for customer support employees, with a >90% completion rate● Spearheaded an initiative to subtitle all training videos in Spanish and Portuguese, which made content more accessible for international customer support agents without increasing production costs● Developed a series of training videos to help international support agents better understand the features and functions of US devices so they could provide more accurate and more comprehensive support to US customers● Produced just-in-time training content based on new offerings from Google, Apple and Verizon which taught agents how to use and support these features before they became available to the public

- Planned, researched, wrote, and taught, courses on Internet Safety, Web Design, Social Media, Microsoft Office 2013, and Game Design.- Organized and scheduled courses each month to fit the needs of the library and its patrons.- Managed multiple other trainers/instructors to ensure all classes were covered and had the best available instructors.- Promoted upcoming courses to increase the library's visibility and course attendence.

- Used internal and external databases to locate sample members and update contact information.- Trained inexperienced Locators on locating policies and techniques for multiple projects.- Helped develop best practices for locating sample members on multiple projects.- Employee of the Month - September 2012

- Wrote multiple articles on the principles of level design and game design within tools and engines such as UDK, Portal 2, and Starcraft 2.- Researched and studied tools like Construct 2 and Project Spark to write comprehensive guides on their use.- Attended conferences and events to find and develop material for the site.

- Wrote lessons to teach Level Design, Scripting, 3D Modelling, Animation, and Rendering.- Worked with students to create and develop level layouts and storyboards.- Lead discussions on the topics of Level Design, Low-Poly Modelling and Animation.

- Collaborated with teammate to design and develop an educational 2D puzzle game in C# with XNA for the PC/360.- Created and designed all art assets for use within the game, on the website, and for use in all promotional materials including block sprites, in-game GUI, website buttons, and various marketing materials such as business cards.- Designed and built the website for the game using HTML, CSS, Dreamweaver, and Javascript.- Ran and analyzed multiple large-scale user tests, with participants of all ages, where players could test the game in a conference or convention-like setting.

- Attended classes and took detailed notes of lecture for students who were deaf or had trouble hearing.- Copied down examples and information presented on white board for students who had problems seeing things at a distance.- Attended training sessions to learn proper note formatting and note-taking techniques.

- Collaborated with partner to design and develop a 2D animation system using Python with a game engine developed for the XO Laptop and the One Laptop Per Child Program.- Integrated Animation System into final game engine for use in development of educational games and ran various benchmark tests to ensure effectiveness and efficiency of the system.- Co-wrote a research paper detailing process and techniques used in the development of the animation system and the game engine itself which included a discussion of best practices for implementation and use of the system.