Assist with in-person and over-the-phone training sessions for internal staff and customers. Customers go through a 90 day Onboarding process where their usage is monitored. Perform followups and necessary reach outs to go over the data and make suggestions on usage and workflow.As Lead/Manager; handle performance of entire Onboarding team. Assist enterprise level customers with training until they have successfully adopted the product (up to a year depending on customer). Create weekly metric reports showing status of all customer currently within onboarding. Maintaining team morale through virtual meetings and team collaborations. Maintain and create training material for team, company, and customers.Trainings topics consist of: Inbound/Outbound Faxing, Digital Editing, Importing Documentation, Secure Text, Secure Video Chat, Automated Reminders, Broadcast Blast Messaging, Account Settings, Admin Abilities, File Management / Workflow, Patient Portal, Patient Payments, Followup, and Go-Live. Also assist with installing proprietary software to the client's server including Virtual Printers and Connector Software for syncing data.Example Training: https://updox.wistia.com/medias/6xe5ym9xp1

Assist students and teachers with ECOT provided equipment and software. This includes all computer hardware (computers, monitors, printers, and scanners), tutorials on ECOT educational software, and installation/maintenance of ECOT provided broadband connections. Trained internal staff for their roles assisting staff and students.

•Inbound & Outbound technical support for over 5,000 agencies covering 45 states (plus Puerto Rico and Washington DC) within Nationwide Mutual Insurance Company.• Troubleshoot, analyze, and resolve tickets for agents and claims representatives regarding Nationwide tools and procedures. Closed in-bound requests with a 93% first call resolution, averaging 9:54 per interaction.•Specialize in hardware & connectivity; general issues range from authentication, e-mail, remittance, printing, & mobile devices.

•Inbound technical support for a two separate Fortune 500 high-speed DSL & Fiber-Optic Internet service providers. Interacted and trained new hires from Feb 2005 – Aug 2008.•Reassigned as Fiber-Optics Technical Support Lead Trainer and FiOS Training Manager in April 2008. Served as supervisor of training staff, preparing agents for Fiber-Optic technical support customer calls.