Matt Shock Email & Phone Number

Montgomery, Alabama, United States

While the system was being built, I:- Wrote hundreds of testing scenarios - Collaborated with multiple teams of developers, management, and client to ensure we were testing as thoroughly as possible. - Scheduled developers to help with testing.- Classified and triaged testing failures

Alabama, United States

Led a team of 4 (including myself) to train over 1300 employees (both internal and external to our agency client) on a new vehicle titling system in a politically delicate, extremely ambiguous and ever-changing environment.We used an in-person, instructor-led approach with internal agency employees, and a hybrid approach with external, county office.

Clinton, Mississippi; Salem, Oregon; Montgomery, Alabama, & Remote

• Overview:In this role, I do a little bit of everything training-related on large, government projects. I lead the end-to-end process of creating training for specific groups in government agencies – from needs.
• Instructional Design: o Wrote, edited, proofread, and created visuals and other assets o Assisted with planning, writing, and maintaining a library of help articles o Crafted interactive instructor-led courses (both.
• Training: o Delivered live training webinars for new users o Supported and delivered instructor-led training to end-user customers and internal employees o Managed and onboarded new SME content creators through.
• Software experience: o Articulate 360 product suite o DaVinci Resolve o Microsoft Office - especially Teams, Word, PowerPoint, Outlook, and Excel o WebEx o FAST’s proprietary LMS, Project Management, and core software
• Project Management: o Designed improved curriculum design writing and review process within FAST’s project management software to improve efficiency on multiple projects o Worked with project and executive agency.

Salt Lake City, Utah, United States

• Evaluated needs of small business owners and helped them identify the correct retirement plan for their companies
• Answered complex questions about personal and business IRAs and 401(k)s, making it easy enough for a regular person to understand, but thorough enough to educate CPAs
• Worked with many different departments to provide effective solutions for customers
• Led my department in providing policy and product feedback to improve our service

Salt Lake City

• Learned 10 new computer programs to effectively and efficiently resolve customer concerns
• Accurately updated personal information and placed trades using data provided by customers
• Provided exceptional customer service with a customer satisfaction survey score above both team and company goals
• Acted as the voice of the customer representative on my team, advocating for product enhancements to improve the customer experience

Logan, Utah

Greater Salt Lake City Area

Sandy, Utah

South Jordan, Utah