• Managed various projects, including the development of M4PL™, an in-house proprietary freight management system used by the organization and its 3PLs to track freight throughout the supply chain. Also served as the product manager for "BEAM", Meridian's proprietary in-house mobile scanning application.• Supervised quality assurance (QA) and IT support staff while utilizing agile methodology with software developers to ensure the timely completion of tasks for production releases.• Successfully onboarded the company's largest cabinet manufacturer client, MasterBrand Cabinets, into M4PL™ through collaboration with IT, operations, accounting departments, and consultants.• Served as the first point of contact for technical concerns requiring escalation, providing 24/7 support and utilizing strong problem-solving skills to quickly diagnose and resolve issues or escalate to the responsible team. Conducted root cause analysis (RCA) on complex technical issues to identify underlying causes and implement effective solutions to prevent a recurrence.• Researched tools and applications to increase efficiency within the organization, including deploying Microsoft Teams to reduce email traffic and researching open-source help desk ticketing applications.• Collaborated with departments to identify technology needs and opportunities, maintained the company's learning management system (LMS) by onboarding user accounts for 3PLs, and conducted strategy calls with the CTO to plan for future enhancements.• Worked with third-party telecommunications vendors to resolve phone system issues, remap extensions, reduce unneeded licenses, and set up an auto attendant with a phone tree.

• Supported over 70 3rd Party Logistics (3PL) providers and developed eLearning courses and in-house software.• Authored numerous SCORM format eLearning courses using Articulate Storyline 360 with multimedia.• Developed training programs using the ADDIE and Kirkpatrick's models.• Installed, configured, and maintained the MeridianU Learning Management System and Debian Linux server.• Trained numerous personnel on the proprietary mobile scanning app.• Trained numerous 3PL warehouse and driver personnel on product handling and delivery.• Created and maintained documentation to combat the extreme amount of company tribal knowledge.• Identified significant threat/risk to the business due to Bluetooth chip shortage and Koamtac products approaching the end of life.• Created the "Fix it, Don't Ditch It!" initiative to keep scanners in the field longer.• Traveled to various sites to start up new 3rd Party Logistics (3PL) companies for final-mile delivery.• Created reports utilizing Power BI Desktop using SQL Server and other data sources.• Deployed, configured, and maintained Power BI on-premises gateway.• Championed driving standardization and improvement across the network of 70+ 3PL providers.

• Managed transitioning new client accounts for the Service Desk, designed and developed training for service desk agents, and collaborated with clients to capture information.• Led a remote team of Learning & Development Specialists in the USA and Hyderabad, India, and personally transitioned multiple client accounts, including Microsoft, Hub International, Kellogg’s, M&T Bank, AutoNation, Wisconsin’s Department of Justice, Votorantim Cimentos North America, Flowserve, City of Chicago, and Texas Workforce Commission.• Conducted on-site and remote training for Unisys employees via Lync/Skype for Business or Adobe Connect and trained client organizations on ticketing tools and service desk best practices.• Designed and delivered technical and soft skills training materials to accommodate Windows 7, 8.1 & 10, MS Office/O365, iOS Devices, Outlook, Mac OS X, Networking, Internet Explorer, and MS Edge, and trained new hires on customer service skills relevant to assisting clients via telephone, email, and chat.• Led meetings with potential client executive leadership teams to explain Unisys’ training programs and field any questions they may have regarding Learning & Development, and interviewed internal and external candidates for Learning and Development positions.• Analyzed the effectiveness of training programs by observing 40 hours of calls per quarter, conducted learning evaluations and training surveys, and measured performance and effectiveness of training at set intervals.• Completed continuing education courses via SkillPort.com on various topics, such as Microsoft Project, Microsoft PowerPoint, Management of People, Training & Development, Project Management, and Facilitation skills.

• Provided classroom-based and virtual training to new hires and existing employees using conference calls and WebEx software, including factory locations.• Created and maintained Microsoft SharePoint-based knowledgebase (Eluxpedia) for call center agents, Team Leads, and Managers, which is utilized by over 400 unique users and receives 8,000+ daily page views.• Assisted new hires with transitioning to phone-based customer support by providing floor support and designing and developing training modules for new hire training and new initiatives.• Administered, designed, and deployed eLearning lessons using Verint's eLearning platform.• Identified information gaps across departments and provided coaching and feedback, conducting side-by-side monitoring to offer immediate feedback to agents.• Conducted learning evaluations, administered training surveys, interpreted results, and measured performance, creating and maintaining MS Excel spreadsheets to track training and training hours.• Served as Interim Team Manager for a new department, supporting 54 agents while leadership was established.

Disclaimer: Employer is listed as WOW! Internet, Cable & Phone as they bought out Knology, Inc. I left before Knology, Inc. sold to WOW!• Conducted classroom training for new and existing call center employees. • Created and maintained technical training curricula and materials for multiple departments across two call centers. • Developed refresher training programs to ensure employees were updated with the latest business changes. • Managed and administered the Impact360 eLearning platform with Verint, designing custom eLearning lessons with Content Author software. • Provided coaching and feedback to employees to improve performance. • Documented and updated standard processes and procedures for various departments. • Conducted training surveys and evaluations to measure the effectiveness of training programs. • Contributed to special projects, collaborating with team members to deliver results.