Jay Borah Email & Phone Number

Connecticut, United States

• Designed 15+ custom e-learning courses for internal Yale Human Resources personnel, successfully meeting varying objectives and learning styles.
• Blended engaging Workday video demos into course content, which endorsed knowledge retention.
• Collaborated with Subject Matter Experts to analyze employee learning needs and develop interactive eLearning content.
• Reviewed all internal training materials under guidance to validate content accuracy and readability.
• Maintained working relationships with the internal Instructional Design team to utilize tools and resources effectively.

• Worked for a highly influential Ed Tech company and established key quality process/procedure documentation for new & evolving programs at edX
• Designed and implemented processes for QA Coordinators & Course Testers to evaluate course content utilizing procedure documentation
• Provided QA Subject Matter Expertise to Course Developers and Vendors
• Identified opportunities for continuous improvement through automation and test tools
• Developed and maintained a suite of test plans, documentation, knowledge bases and training
• Created, supported and tested question banks for online curriculums & assessments

Chapel Hill, North Carolina

• Collaborate with cross-departmental teams to ensure the delivery of assets in a timely manner
• Coordinate and assist on specific course level projects with outside vendors
• Develop basic graphic design skills to help enhance content and update legacy programs and iterating courses
• Build all course segments and elements within the internal CMS and Course Builder platforms
• Perform beta testing on new tools and services to be utilized by the content department

Chapel Hill, North Carolina

• Responsible for gathering and implementing edits to asynchronous coursework across select university programs.
• Solicit iterative data regarding in-scope changes to courses from university faculty in a timely, well-organized and efficient manner.
• Track and manage the development and progress of iterative work from intake through handoff
• Review all iterative activity in assigned programs for quality and consistency.
• Troubleshoot and resolve issues resulting from errors in asynchronous coursework as they arise
• Proficient with Moodle, HTML, AWS and Jira.

Chapel Hill, NC

• Collaborated closely with Video Producers and Managers in building and updating courses and academic content to meet project deadlines
• Able to prioritize and multitask various assignments and course requests simultaneously
• Reviewed course materials for quality and managed digital assets when needed
• Administered troubleshooting duties on the CMS or LMS when needed.
• Performed video QA on all courses to confirm that all necessary edits were made and videos have no issues.

Raleigh-Durham, North Carolina Area

• Work directly with customers to provide services and help resolve computing problems.
• Provide timely solutions of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Provides technical leadership for lower level technical support analysts.
• Collects detailed information to categorize requests in order to the method of resolution.
• Exercise professional judgment in analysis of problems in order to: (1) attempt hardware/software solutions by phone, or (2) decide the proper level of maintenance required to solve a problem.
• Performs level I system administration functions.

Raleigh-Durham, North Carolina Area

• Designed and developed online eLearning modules and certifications used for training new and internal employees.
• Served as an additional administrator for the Learning Management System, including administrative tasks, enrolling users, creating curricula and assigning activities.
• Collaborated with Subject Matter Experts to create storyboards used for module development.
• Published all eLearning content to the company’s Learning Management System (Syberworks) for review and content verification.
• Tested and QA’ed deliverables on LMS to ensure module’s functionality & stability.

Raleigh-Durham, North Carolina Area

• Developed, tested and delivered training projects using appropriate authoring tools.
• Collaborated with small teams to design curricula and courses for use in Instructor Led Training or eLearning applications.
• Published, reviewed, and administered all eLearning content in the Learning Management System.
• Worked closely with external and internal vendors on iPad based training and other eLearning projects.
• Created and maintained courseware documentation for internal use.
• Prepared QA and testing plans, audio narration scripts and content storyboards.

Raleigh-Durham, North Carolina Area

• Worked on a Level III Help Desk Field Support team that provided technical services and support to over 10,000+ Sales Force users, District Sales Managers, In House users and upper levels of management.
• Logged and documented support tickets in the Remedy database in an efficient manner and provided a reasonable solution for ticket closure within 3 business days.
• Acquired Subject Matter Expert assignments, researched open tickets in my subject matter area and provided within 3 days final solutions to issues that were brought up in the field.
• Provided VPN and remote support to Sales Force Users, Managers, and In House staff on problems and issues that needed to be resolved in a timely manner.
• Worked with a team of 10 team members to seek out and eliminate viruses from Sales Force user’s laptops.
• Created many content files for the team to assist in calls that created many open tickets and published these files to a database that was later utilized during the course of the support call.

Raleigh-Durham, North Carolina Area

• Designed and executed test plans written for Sales Force Automation software (SFA) in TestDirector which were then implemented into automated test cases.
• Designed and executed test protocols for multiple vendor and third party projects.
• Worked closely with development team to ensure that specifications for SFA software enhancements were thorough, which were used directly to design Test Protocols.
• Worked on weekly data releases and validated fixes for the development team.
• Remastered laptops for the QA team and kept laptops up to date with the latest software builds and fixes.
• Participated in the training of an assigned summer intern in 2001 where the intern was trained in basic QA standards and procedures in addition to basic SFA application and business knowledge.

Master'S Degree, Computer Science

Bachelor'S Degree, Computer Science