Lead Training Operations Department providing onboarding, webinars, rollout, and ad hoc IT training to 3000+ employees. Analyze learning, assessment, and escalation data to identify trends and training needs. Develop and deliver weekly onboarding, monthly webinars, and on-demand learning content (QSC content/video) using instructional design best practices. Administer individual and enterprise learning plans; manage learning reports and IT Training mailbox.• Standardized Training Ops scope: Negotiated role and accountability of IT Training Ops with HR and Technical Support organizations; developed training operations job guide and rewrote manual.• Increased scheduling efficiency: Overhauled new hire scheduling processes to eliminate process redundancy.• Closed training gaps, reduced Help Desk calls: Created 10 guides and new training modules to divert highest-volume Help Desk calls; leveraged Cherwell and ServiceNow reports to analyze call types and identify priorities.• Facilitated enterprise-wide application rollouts: Led teams to develop and deliver training that drove user adoption of Intapp Time, iManage Work 10, MS Teams, and additional technologies.

Helped employees utilize a broad range of technical applications by providing troubleshooting, instruction, and support. • Streamlined knowledge base, improved accessibility: Partnered on audit of 1000+ documents to evaluate, archive, and update materials; enabled agents to locate information faster and facilitated migration to ServiceNow.• Improved Help Desk agent proficiency, reduced training time: Evaluated and updated training materials to align focus and emphasis with Help Desk trends and priorities.• Shaped culture and employee experience: Volunteered for Creative Unity Team, committee of cross-functional staff focused on inclusion, growth, and morale initiatives.

Provided advanced technical troubleshooting for internal Verizon employees/contractors and Verizon Wireless employees/contractors via phone, email, and live chat. Logged detailed incidents of the trouble and resolution in the internal ticketing system while monitoring various ticketing/escalation queues.• Served as mentor partner for struggling Help Desk agents.• Aided the Implementation team in creating/publishing knowledge base materials in the ServiceNow platform. • Assisted the Command Center/Leads with after-hours ticket escalations.• Led peers in resolution rates with 92.55% resolution rate compared to the center average 59.58% in 2015 and with 92.23% resolution rate compared to the center average 64.97% in 2016.• Identified as a top performer within the IT Help Desk in 2016.

Trained agents for the IT Help Desk and supervised them during their transition from classroom to the call center supporting customers.• Developed an official mentoring program for Help Desk agents in need of improving their productivity and resolution rates. • Designed new training material to help new and old agents better understand and use various proprietary systems. • Reviewed old training curriculum and infused it with relevant data to enhance the effectiveness of the training. • Created computer-based training courses (CBTs) using Adobe Captivate and Audacity.• Tracked agent training and production IDs and provided various reports to management on daily, weekly, and monthly schedule.

Performed tier 2 (advanced) level support for internal Verizon employees/contractors and Verizon Wireless employees/contractors.• Led peers in resolution rates with 89.75% resolution rate compared to the center average 59.72% in 2013 and with 94.32% resolution rate compared to the center average 63.47% in 2014. • Mentored peers who were struggling.• Provided input on the development of training material.• Identified as a top performer within the IT Help Desk in 2013 and 2014.

Resolved technical issues for domestic and international employees/contractors and commercial customers via phone, email, and live chat. Managed various ticket queues to ensure proper resolution and escalation. Performed Tier 2 Help Desk support for commercial customers.• Ranked 1st out of 41 agents for audit scores and in the top 10 for best resolution rates.

Provided contracted Help Desk support for Verizon. Job duties and functions were the same as described in the MTS I-Tech Support position. Ranked 2nd in a class of 20 agents trained on content, policies and procedures to support Verizon.