Paula Hubble Email & Phone Number

Washington Dc-Baltimore Area

Washington D.C. Metro Area

Currently working at CAP to expand and revamp their KnowledgeBase. Developed and conducting IT training sessions and onboarding new employees. Working on the development of CAP intranet. Tools: Confluence, Captivate, Camtasia, SharePoint, Microsoft Team, Office365.

Rockville, Md

• IT Service Desk manager supporting the IT needs of over 4,600 government employees (contractor for NIH) .• Expanded the IT KnowledgeBase for IT support tech’s to quickly resolve user issues. • Merit Awards-2018 International Travel Project and 2019 Merit Award for Foreign Travel Project, 2017 Merit Award for the Learning Portal and Office 365 implementations.• • Incident, Problem manager and Service Level management.• Conducted brown-bags on various topics.• Onboarded new employees, conducting orientation and coaching.

Maryland, United States

Training and Help Desk Manager for a Federal Government client. Managed the Help Desk and the user training programs for e-discovery and data preservation applications and tools (including iCONECT, Relativity and Clearwell). Using a sound instructional-design methodology, develop and maintain a learner-centric, comprehensive training program. Design course materials utilizing: (1) instructor-led, hands-on training with rigorous class exercises; (2) printed materials such as Tip Sheets and User guides; and (3) virtual training, information sessions, one-on-one training and user group meetings. Build training offerings specifically tailored for different business users and skill-levels. Strong project management skills and a focus on Customer service.

Maryland, United States

Team lead and senior project manager implementing the IT KnowledgeBase. Team vision is to enable just-in-time, open sharing of support solutions.

Maryland, United States

Responsible for the architecture and execution of our customer care vision to 3,500 employees.Goal was to architect & implement an initiative which will ensure the successful deployment of cultural changes required to realize the Customer Care Strategy. Material development and maintenance of the customer care talent path, marketing, and the development and maintenance of 70+customer care field consultant, were some of my accomplishments. Developed training and facilitated customer care training sessions for hundreds of students. Service Strategy Alignment Tool, Customer Service Web-based tutorial, co-wrote 2 customer care books, developed a customer care Compliance module course, posters, booklettes and other collateral.

Maryland, United States

Manager of computer training for Corporate Headquarters. Assess organizational, departmental and program training needs. Assembled and maintained a training facility. Developed state of the art computer training. Marketed training classes to employees. Negotiated with outside vendors to provide cost efficient in house training. Developed a training schedule on the web and registered students for appropriate classes. Developed metrics/statistical information about the progress of the training. Maintained information center including evaluation and ordering all: computer based training, audio tapes, video tapes, CD-ROMs and other training aides. Acclimated new employees and recommended training program or provided one-on-one training as needed. Developed and execute training plan for International and other remote site. Including instructional design, needs analysis, procuring training, developing documentation and actually performing the training at the clients site. Worked with managers and staff to assist in change management. Developed and coordinated strategies to improve service delivery. Experienced trainer misc software applications, innovation, diversity and ethics training.

Maryland, United States

Desktop support for hardware and software problems. Installed new computers and trained customers on use of new systems. Answered computer help desk questions and responded to customers problems, trouble-shooting and dispatching technicians as required. Maintain quality control of service and support. Contractor for one year.

Masters Degree, Distance Education

Bachelors Of Art, Theatre

Education record

Education record

Education record

Rhode Island

Education record

Wahiawa Hawaii