My role in one sentence: Provide support and training to users on a proprietary system used to build publications and reports like this InfoBrief (https://ncses.nsf.gov/pubs/nsf22308). Accomplishments-- Built the road map for the first help desk and knowledge base environment.-- Responsible for the successful launch of a help desk and knowledge base supporting our clients. This included analysis, development, implementation, and ongoing management of the help desk and knowledge base supporting internal users. The success of this project was noticed by internal NSF groups and prompted them to consider launching a help desk and knowledge base following our road map.Roles & Responsibilities:-- Develop clear technical training software/system documentation.-- Train numerous groups to use software systems.-- Provide support to users on an impromptu basis to solve problems using software systems.-- Communicate professionally with managers, peers, and clients via e-mail, telephone, in person, or using other tools.-- Work collaboratively as part of a cross-functional project team. Competency Requirements-- Proven experience of training groups to use software.-- Experience writing training manuals.-- Good organizational, analytical, and problem-solving skills.-- Be a self-starter who seeks to improve efficiency and effectiveness while being mindful of company goals and project requirements.-- The ability to work productively as part of a remote team using video conferencing & other communication tools.

(Position went from contract to permanent hire.)Senior Training & Support Specialist at Kforce Inc. for PenBay Media in support of the National Science Foundation.This role works collaboratively as part of a cross-functional agile project team. I'm responsible for developing technical software training with accompanying documentation and learning resources. Training is facilitated via Zoom. Documentation and course materials are collaboratively accessed using Confluence and SharePoint. These include tips sheets, guides, and knowledge articles.In addition to providing training, I serve as first-line support for our project. We spend 2021 first and second quarter planning, preparing, and developing our support environment as well as processes and procedures. With support of fellow Atlassian admins, I re-built our Jira Service Desk, linked existing and built new articles via Confluence. Linked them to our jira service desk portal serving as our knowledge base. We officially launched the help desk on July 30th.Work planned for Q3 2021 include: creating service level agreements, reporting methods, and help desk workflows. Developing training and facilitating learning events. Taking on the responsibility of creating release notes for our end-users and maintaining these as communication via knowledge base.

Accomplishments• I held a major role in the planning and successful launch of our knowledge base used to support and train over 90,000 users. (Available at support.brightmls.com.) • Served as Salesforce Knowledge Manager including administrative functions.• Partnering with HR, co-launched our first Diversity Task Force (2020).Job Duties:• Works independently as well as collaboratively with team members, business partners, and vendors to design & develop effective learning solutions focused on developing employees across the enterprise.• Develop, analyze & challenge learning aims and objectives, working with Subject Matter Experts to design solutions that align with these.• Working experience with most recent versions of popular authoring packages and webinar broadcasting tools. • Create scripts, storyboards, allocate resources, set deadlines and select optimal forms of media for assigned projects.• Create and develop multimedia (audio/video) content for customer stories, internal company announcement videos, external promotional social videos, product marketing videos, corporate training, and other projects.• Manage & curate video library.• Evaluate analytics and deliver weekly and monthly metrics to Training & Support Director.• Assists help desk to develop curriculum & other learning interventions to onboard new employees & learn share.• Curates high-quality learning objects and knowledge sources into “content collections” that serve as the basis for strategically relevant topic-driven learning experiences for all subscribers.• Uses project management skills to effectively coordinate, schedule and/or implement key events. This is done through the use of Confluence and Jira and applies SAFe Agile processes. • Ensure the latest and most relevant learning materials and tools are available.

Training in 2018 and earlier was delivered via lecture style seminars, hands-on training and virtual classes on Bright products and services. As of 2019 the delivery of all training has transitioned to video based learning platforms. I was responsible for over 85% of the preparation for this transition including programming accounts, recording & editing videos, and publishing content to different platforms. In addition to video course development, I develop teaching aids, infographics, student guides, and other learning materials. Involved as the Subject Matter Expert (SME) on specific products. Assist in creating scripts and outlines for E-learning courses and tutorial videos.Biggest "WIN": During our fast moving expansion efforts there were significant problems with our database that made it impossible to demo the online service during our presentations and trainings. I created video and image based PowerPoint mock-ups for every training session and topic. Our trainers and coaches in the field said it made all the difference in both facilitator and learner experience. These "live" presentations were used during these events 100% of the time.

Develop and conduct lecture style seminars, hands-on training and virtual classes on MRIS products and other software products and/or packages. Assist in the development of course curriculum and teaching aids. Serves as a Subject Matter Expert (SME) on assigned products. Assist in creating scripts and outlines for E-learning courses and tutorial videos. Assist in class promotion and scheduling. Experienced in both on-boarding and off-boarding staff and contract trainers.Top Five Proficiencies Required: Adobe Connect, Cornerstone LMS (CSOD), ILT Training, Webinar Training, and Training Project Management.

Provides support and resolution for escalated Support Center issues. Work with programmers to explain software problems and recommend program changes. Coordinate, schedule, process and perform installation and diagnostic tasks. Diagnose system hardware, software and operating system problems. Recommend or perform minor remedial actions to correct problems based on knowledge of system operation and function. Answer customer inquiries across all channels, concerning systems operation. Provide supervisor phone support coverage. Provide immediate response for mission critical technical issues within the department in order to minimize the impact of downtime on customers and Support Center staff.

This role was solely responsible for the Learning and Development needs of all Support staff. Engaged in ongoing collaborative partnerships with key stakeholders to provide innovative solutions that will most effectively address the L&D needs of the department. PERFORMANCE IMPROVEMENT:Performed quality checks on all staff monthly. Served as the SME in building the department quality model and managed weekly reports for leadership and management to use in the coaching of staff for improvement.Responsible for design and implementation of training, needs analysis and part of a quality team. The quality specialist role of this position required that I worked closely with all supervisors to assist in performance improvement, coaching, and evaluation of staff skills. I was responsible for monitoring calls, monthly knowledge testing of products and services, and the collection of data for reports which were collaborated with the entire leadership team during weekly meetings. This information was used as part of their monthly KPI requirements. ADDITIONAL RESPONSIBILITIES: - Extensive documentation of all department processes and policies as well as documenting and maintaining all workflows and for one and a half years. - Participate in all aspects of off-boarding (variety of reasons include by choice as well as hot terminations).- Serve as workforce administrator reporting call center statistics via wallboards using Inova as well as other reporting tools. - Assisted Call Center Leadership Team in identifying staffing needs for immediate queue coverage.- Served as the admin for LMS using Verint Impact360. I developed and executed e-learning strategies and outline lesson plans.

Provided technical assistance and software support via phone to system customers; installing, modifying and making minor repairs to microcomputer hardware and software systems; and investigating and resolving computer software and hardware problems of customers.