Developed training web application mirroring corporate systems, coding solutions for customized training experiences.Technology Director of LEAGUE at AT&T (LGBTQ+ Employee Resource Group). • Published training web applications to Azure using CICD pipelines.• Received Service Excellence Award and Key Contributor/Connections Award over a dozen times. • Coordinated with managers to identify skill or knowledge gaps and implement training needs.• Supported developer teams in troubleshooting application products.• Increased efficiency through task automation.• Promoted positive customer support training experience after application completion.• Familiarity with programming languages: HTML, CSS, XML, JavaScript, JSON.• Managed Salesforce Application for training including user set up and data refreshes.

Conducted T3 (Train the trainer) certification sessions and classroom observations for new instructors.• Defined and shared learning outcomes with training managers, including measurements, performance metrics and changes, to improve student learning.• Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance.• Analyzed effectiveness of training programs in various lines of businesses and recommended updates maintaining accuracy and policy compliance.• Assessed skill gaps for instructors in offshore locations and developed training and coaching to meet identified courses to meet identified needs.

Reviewed and provided feedback on all training materials for accuracy and policy compliance.• Conducted orientation sessions and organized on-the-job training for new hires agents.• Delivered wide variety of courses focused on enhancing agent performance, customer satisfaction and achieve team metric goals.• Coordinated with managers to identify skill or knowledge gaps and implement training needs.• Created system training environments and customer accounts/scenarios for long-term use.• Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.• Tested all training software and hardware prior to commencing training programs.