Katrina Miller Email and Phone Number

*Delivered the Flight School training session during the Trajectory event to 130+ attendees *Developed recorded demo training videos using Camtasia *Delivered the LaunchDarkly for Beginners webinar sessions *I created and delivered the LaunchDarkly for Developers Live training course *Developed and executed on the marketing and communications plan for the LaunchDarkly for Developers live training course *Conducted demo day training sessions for prospective customers* I project managed the creation of the LaunchDarkly for Developers certification program. *Crafted the certification program

*Conduct training needs analysis for potential training topics*Identify training topics for R and D*Project Manage training from design to development *Work with stakeholders to identify metrics for measurement*Create communication plans for stakeholders and learners *Use data to measure the impact of the training on the business*Customize ServiceNow apps for internal team use*Generate regular reports on compliance training for VPs

*I am responsible for developing internal training for our Product Operations team. I use a project management approach to development that includes working with Stakeholders to define training requirements and managing project timelines and deliverables. * I have also worked with our management team to develop an AGILE like approach to managing our training deliverables.*I facilitate the System Administration class available to all internal employees.

*Developing curriculum for the Developer site.*Facilitating Software Engineering Boot Camp*Facilitating System Administration class for internal employees*Work with stakeholders to design and develop new courses for developers.

*Facilitates interactive instructor-led classroom sessions to produce professional and engaging learning environments for supported teams.*Creates an energizing and effective learning environment; instill a sense of urgency and professionalism throughout training sessions.*Ensure compliance of all Cbeyond policies and procedures.*Continually identify areas for process improvement.*Facilitates interactive instructor-led virtual classroom and video conference sessions to produce professional and engaging learning environments for supported teams.*Produces and hosts interactive instructor-led virtual and live classroom sessions, including managing participant feedback, controlling annotation environment and trouble-shooting technical issues.*Maintains the integrity of the content being delivered by preparing for sessions through practice, research, attending train the trainer sessions and working with subject matter experts.*Contributes to the identification and development of the necessary elements through collaboration with the Instructional Design Team to ensure that all curriculums are current.*Ability to organize, prioritize and allocate workload for optimum efficiency which includes performing multiple tasks and meeting critical deadlines while maintaining accuracy and quality.*Ability to communicate and interact effectively and professionally with all levels of associates and management.*Provide leadership team with assessment scores and class results.

*Developed internal business-facing web-apps to help with testing mobile applications, specifically the retail app for American Apparel. *Created shell scripts that automated the process of Quality Assurance testing and participated in peer code reviews.*Contributed to all aspects of the project from client to server in a dynamic, team-focused environment with rapid delivery cycles. *Provided estimates of effort based on verbal or written requirements from business analysts.*Retail, iOS, Android, Ruby, Rails/Grails, Agile

*Resolve customer escalations forwarded to my team from the CEO and his Senior Leadership Team with a positive, professional attitude.*Collaborate with other departments during the escalation process to ensure customer expectations are met and/or exceeded.*Troubleshoot and support all Cbeyond Applications, data, and voice services. As well as assist with creation of custom IAD configuration and ACL’s.*Perform detailed analysis of escalations to identify high-level trends, facilitate resolution and drive retention improvements for the organization.*Remain current on Cbeyond product and service offerings as well as industry best practices by taking advantage of classes, forums and print media.

*Monitor and maintain the Cbeyond voice and data networks.*Responsible for configuration and reconfiguration of CISCO routers, and trunking gateways.*Troubleshoot and support all Cbeyond Applications, data, and voice services. As well as assist with the creation of custom IAD configuration and ACL’s.*Create processes to streamline day to day functions of the NOC.*Provide status updates to customers/vendors in accordance with our SLA policy.*Perform trouble ticket entry and administration.*Quality Assurance Tester for Siebel systems data entry and ticket management software system.*Work with ILECS to facilitate repair of customer circuits.

*Manage and support assigned chronic accounts from submission to resolution.*Being the single point of contact for all customer interaction.*Work with Customer Assurance and Retention to ensure customer retention.*Maintain 99% or higher retention rate.*Monitoring of all assigned chronic accounts.*Proactive monitoring of accounts to ensure that they do not go to the retention or chronic pipeline.

*Provided excellent technical support of all Cbeyond products and services.*Troubleshoot technical issues and provide quick resolutions to trouble tickets.*Final level of support for all Cbeyond applications and services.*Worked directly with TSV/FST for resolution of customer technical issues.*Maintained all tier 2 ticket queues and vendor call queues.

*Maintained the applications queue, and responsible for customer interaction and ticket resolution within a timely manner.*Maintained the Technical Support email inbox.*Worked directly with SwapDrive and Verio to support customer’s secure backup and file share and web hosting.*Troubleshoot applications such as email, website services, secure backup and file share, etc.