• Developed web-based training strategy and roadmap for product releases and advancedsystem training.• Expert in Cast & Crew digital products, leading curriculum development and presentingtraining programs.• Collaborated with cross-functional teams to drive product training success.• Managed training technologies and personnel, recommending new workflows for fasterproduct adoption.• Created the entire Learning Management System from the ground up.• Created and updated learning courses based on company goals.• Worked closely with the Product team and Product Managers.

Created a strategy and roadmap for web-based training and e-learning content focused on product release and advanced system training.Conducted both live and recorded presentations and webinars.Collaborated closely with product owners, project managers, business analysts and other subject matter experts to gain an in-depth understanding of our product, procedures, or other materials to be converted into training and e-learning.Worked closely with cross functional stakeholders to determine key focus areas for advanced software training opportunities.Designed and developed innovative solutions for web-based presentations and digital learning (job-aids, facilitator guides, slide decks, e-learning, web, video, interactive content, etc.)Enhanced existing libraries of video and e-learning content while ensuring the infrastructure permits users to find the right information, at the right time, in the right way.Ensured preparedness of internal teams to effectively support clients at time of product launch.Applied instructional systems approach to curriculum design, re-design, and development.Collaborated with communication and marketing teams, subject matter experts and leadership from various departments to maintain accurate, globally consistent information and content.Participated in earliest phases of product launch to conduct Alpha / Beta testing demos / training for internal and external audiences.Worked with appropriate counterparts to ensure a consistent look, style, voice, tone, message, and brand across all product content.Provided accurate and timely project reporting on all content activities.Analyzed the effectiveness of training and e-learning activities to measure and/or improve quality of training through modifications.

Facilitate workshops and training courses for senior personnel from diverse backgrounds.Design and improve BMNT curriculum, content, and facilitation.Work on multidisciplinary teams of 2-5 people focused on specific, measurable outcomes.Support sprint and product development activities for both clients and internal to BMNT.Represent BMNT at client meetings and other government events.Gain working level knowledge of innovation activities and methodologies (Crowdsourcing, Lean Startup, Design Thinking, Agile Engineering, Design Sprints, etc).Part of the design team.

Conducting 3, 4 and 5-day training sessions in a group environment.Conduct custom training webinars with customers.Conduct custom training onsite with customers.Help maintain our training facility.Help maintain all customer-facing documentation for MarcomCentral.Submit and review Help & FAQs articles for MarcomCentral (Service Cloud).Register new MarcomCentral customers for Service Cloud Help & FAQs.Establish the support structure for each customer as it relates to all products.Implement a Learning Management System for clients to utilize.Responsible for creating and maintaining a Knowledge Base of articles and documentation using Confluence software.

Work with end users to resolve various computer, phone and application issues over the phone and in personAssist end users with utilizing our technologies to the best of their advantage through in person and over the phone trainingInvent new ways to use our technologies that help our users, our business and our customersWork on and head up projects that continue to improve our user experience and enhance our systemsLearn about new technologies and have the opportunity to become an expert on those technologiesDevelop and provide training to team members and customersVisit internal and client sites around the southwest to provide a personal level of serviceExperience working in a fast-paced environmentDeep experience working in a customer centric environmentExperience working on computer equipment and softwareExtreme time management skillsAbility to multi-taskExperience working on computer equipmentExperience with Microsoft products including Windows and Office

Communicated with customers to find them their perfect solution as a Specialist.Was selected to be a candidate of the User Acceptance Testing team out of every retail employee in the company to test and troubleshoot company made applications before they are launched world wide. Captain of Personal Setup helping guests set their products up exactly to their liking while influencing other team members on how to do so with the most productivity.Third party/inventory specialist.Trained guests how to use their products to the full potential and was a Apple certified technician to troubleshoot and repair guests devices.Trained new hires on company policies and procedures to ensure a successful career.Dealt with business clients to help them get their company running efficiently on Apple products.Part of a team that leads Paul’s market in many categories of customer service for consecutive quarters.Lead the team in closed sessions for multiple quarters while maintaining high customer service scores throughout entire career with company.Influenced others on how to complete tasks and daily duties effectively and professionally.Helped shape the way the company helps customers and was asked to be part of a corporate round table to discuss how to do so for a company wide initiative.Transferred to a new store with same personal performance levels.New store was one of three in the company worldwide to be part of new initiative to assist guests.Accepted to be part of the User Acceptance Testing Team by Apple Inc. Certified Mac Genius.

Selected as an electronics team member. Served as temporary team lead multiple times. Maintained store visual standards. Maintained high morale among team. Used POS systems, inventory systems, and utilized customer service skills.