Elevated to the role of Director, I continue to drive the learning and development agenda, now with an expanded scope and strategic depth. My responsibilities encompass both the leadership initiatives from my previous role as Senior Manager and new directorial duties:- Strategic Leadership in Learning Program Development: Building upon my experience as Senior Manager, I continue to align learning and development programs with our business objectives, now with a broader strategic lens.- Content Delivery and ADDIE Process Management: Leveraging my expertise in content creation and instructional design, I oversee the end-to-end ADDIE process, ensuring high-quality, effective learning experiences that are consistent with our organizational goals.- Team Leadership and Workload Management: I maintain my role in leading a dynamic team of instructional designers and project managers. In addition to fostering a culture of innovation, I now also manage team member workloads, optimizing productivity and performance.- Advanced Project Management: Expanding on my previous project management experience, I now oversee multiple, complex learning initiatives, ensuring they align with our strategic goals and deliver measurable results.- Ownership of Internal and External Knowledge Centers: Building on my previous experience with learning technologies, I now manage both our internal knowledge center (Zendesk) and external knowledge center (Contentful), providing comprehensive resources to both team members and customers.- Continuous Evaluation and Innovation: As in my previous role, I regularly evaluate the effectiveness of our programs, implementing changes based on data-driven insights. Now, my focus also includes scaling these evaluations to have a broader organizational impact.

In this strategic leadership role, I am instrumental in driving the learning and development agenda across the organization, aligning it with our broader business objectives. My key responsibilities and achievements include:- Strategic Learning Program Development: I drive the learning and development agenda, aligning it with business objectives.- Team Leadership: I lead a team of instructional designers and project managers, fostering a culture of innovation.- Learning Initiatives Oversight: I oversee the design and development of all learning initiatives, including e-learning courses, workshops, and instructional videos.- Needs Assessment and Program Design: I conduct needs assessments, establish program goals, and ensure alignment of training programs with organizational needs.- Program Evaluation: I regularly evaluate the effectiveness of learning and development programs, implementing changes based on data-driven insights.- Learning Management System (LMS) Management: I manage our LMS, SAP Litmos.- Intranet Development: I lead the development of the company intranet using Microsoft Sharepoint.- Corporate Communication: I create and manage a bi-weekly corporate magazine, keeping employees informed and engaged.- Corporate Social Responsibility: I actively participate in the corporate group handling company-wide team member engagement, diversity & inclusion, philanthropic efforts, and wellness initiatives.

• Utilize computer and network knowledge by providing technical support to clients in turn developing strong client rapport. • Diagnose and repair clients' computers converting any potential troubleshooting issues to positive results. • Installs networks and hardware for clients demonstrating precision and technique in all work. • Design multiple websites, with knowledge in areas of HTML5, JavaScript, & Flash, ensuring that clients are beyond satisfied.

• Developed and implemented training strategies to help drive business goals and objectives.• Provided support for course development including researching products, providing subject matter expertise, and developing and testing exercises.• Reviewed and developed slide decks, lab exercises, and other learning materials for technical training offerings/curriculum. • Delivered classroom and virtual training to a variety of technical audiences.• Analyzed growth and development of employees through various training techniques.• Setup and scheduled training webinars using various virtual meeting software platforms.• Trained new hires on all design platforms and proprietary software.• Combined the knowledge of various LMS platforms to provide an effective learning environment.

• Visited multiple customers to analyze environments and ensure satisfaction from our products.• Assured quality for multi-platform releases including websites, applications, and marketing.• Served as Tier 2 technical support for a wide range of customers and design software including Adobe InDesign & Adobe Photoshop.• Handled emails, calls, and direct contact with Balfour’s customer base for technical issue resolution.• Coordinated remote sessions and meetings for customer specific issues.• Wrote and designed content utilized for marketing new software.• Managed educational webinars to demonstrate and discuss new features of sites and software through Adobe Connect and GoToMeeting.• Researched and implemented updates in relation to everyday workflow tools.

• Troubleshoots multiple wireless network topologies configured in major hotels, grocery stores, cafes, and more. • Assists end users in getting connected to wireless networks with several different hardware types. • Analyzes network environment and determine factors to provide an efficient system. • Remotely helps owners and business managers with ensuring that their equipment is suitable for their clients, through identifying failures and upgrade opportunities. • Configures various forms of hardware, from but not limited to HP gateways, Aruba access points & virtual controllers, Meraki cloud managed access points, Ruckus access points to Cisco switches, to ensure cohesiveness in the network topology. • Manages WLAN deployments in multiple stages – configuration, testing, rollout, and maintenance.• Trains and evaluates a team of technicians to quickly alleviate WLAN downtime from a 24/7 NOC.• Experiences in utilizing a structured research process to resolve technical issues.• Strong data analysis, trend analysis, and data correlation skills.• Creates and maintains a knowledge base, for department use. • Generates statistical reports based on performance and business trends.

• Maintained and increased product knowledge on applicable products/applications via training, documentation and personal research• Learned to configure and support the process for wireless and VPN connectivity, network addressing, infrastructure design, session management, RADIUS authentication, as well as, general troubleshooting for multiple computer platforms• Provided end user support including login assistance, wireless device support (iPhones, iPad’s, Android Devices, Windows Phone, BlackBerry, etc.), computer troubleshooting, issue resolution and general wireless session problem solving• Tracked, monitored, and followed up on inquiries or requests to ensure client satisfaction• Worked closely with the development and test teams to ensure issues are corrected and usability problems are understood• Escalated call(s) to Tier 2 support group for problem resolution in matters of greater complexity• Reported to technical support vertical manager and senior manager