IT Customer Care at Pansophic Learning using Zendesk, ensuring prompt resolution of technical issues for students and staff.Effectively troubleshoot and resolve a wide range of IT issues, including software glitches, hardware malfunctions, and network connectivity problems.Develop and maintain a comprehensive knowledge base of IT solutions and best practices, enabling efficient self-service support for end-users.Communicate technical solutions to non-technical users in a clear, concise, and empathetic manner, ensuring a positive customer experience.Collaborate with cross-functional teams to identify recurring IT issues and implement preventative measures, improving overall system stability and user satisfaction.Proactively monitor and analyze IT support trends to inform continuous improvement initiatives, streamlining support processes and enhancing service delivery.

▪ Developed and managed technical training programs using an instructional design model.▪ Ensured comprehensive, competency based curriculum design and delivery through instructor led, computer based, and on the job training methods, both virtually and in person.▪ Created participant and instructor guides along with other training aids, incorporating business standards and regulatory compliance into new hire on boarding.▪ Monitored and evaluated training programs for effectiveness and quality.▪ Conducted training needs assessments and provided recommendations based on findings.▪ Designed and delivered training sessions for stakeholders and business leaders on the latest technologies and changes to the business, promoting knowledge sharing and innovation.▪ Facilitated the onboarding process for new hires, designing and delivering comprehensive training programs to ensure the representatives were fully prepared to handle live customer calls.▪ Closely monitored trainees’ progress throughout the training period, providing feedback and guidance to ensure readiness for live call handling.