Description
Summary Network Training Developer with progressive, hands-on experience delivering high quality training in the network industry. Proven success developing and delivering online training for new networking products, including routers, switches and wireless hardware. Well versed in developing and delivering online training for new networking products, built on a background of providing remedial guidance directly to field engineers responsible for repairing and/or replacing networking equipment at customer sites. * Training & Development - Provided training and direct guidance to field engineers to successfully resolve customer issues. * Innovations in Customer Success - Improved reporting options to give third party maintenance (TPM) managers the information and tools needed to ensure exceptional service. Achieved Customer Service scores consistently exceeding 4.5. * Enhanced Reporting - Developed process for tracking and reporting training statistics to third party maintenance managers and nurtured excellent relationships with those managers. This helped ensure that all field engineers had access to the information and tools needed to provide outstanding service. * Expert knowledge in Learning Management Systems (LMS) Responsible for development of E-Learning, Virtual Hands On (VHO) training, Remedial Procedures and Qualification exams and ensuring these were accessible via the LMS. Enhanced LMS reporting options to ensure necessary information was available. * Adopting and Implementing New Technology - Incorporated current training development tools like Adobe Captivate, Dream Weaver, Illustrator and Flash Builder to create exceptional product training. Skilled with Captivate and MS-Office products to measure and report training activity from the LMS. * Drive Success - Created a Certificate of Completion and E-Service Training Qualification Awards program designed to recognize and encourage participation by Cisco's Third-Party Maintenance field engineers.
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| (Confidential) | Csco Worldwide Leader | 1/2017 - Present |
| Actively | E Service Training Developer 2000 | 1/2017 - 1/2017 |
| Cisco Systems Inc | Global On Site Services Customer Service Engineer | 1/1994 - 1/2000 |
| Asm Lithography (Asml) | Field Support Engineer | 1/1994 - 1/1994 |
| Intel Corp. | End Of Line Test Fabrication Technician Avionic Communication/Navigation System Specialist | 1/1994 - 1/1994 |
Accomplishments
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