Experienced Technical Trainer with a data warehousing and support background, effective at creating and delivering virtual instruction, cultivating positive environments, developing training strategies and motivating others to reach their optimal potential.
LMS/Training Deliverr: Saba, SuccessFactors, WebEx Training Center
Soft Skills:
Exceptional project and workload management skills.
Strong leadership and people management skills effective at bridging gaps and empowering growth.
Meticulous, results-oriented with strong problem-solving aptitude.
Exceptional communicator and collaborator
Technology:
OS: Windows, Linux, UNIX, MAC, C, C++, Java,
SQL, Data Warehousing, Relational databases,
ServiceNow, JIRA
Teradata:
Teradata Vantage and server administration
Advanced SQL Engine architecture
Teradata file-system, recovery, crashdump,
Viewpoint, AppCenter, Load/Unload utilities, Client Tools and Utilities
Work History
Technical Training Consultant, 06/2018 - Current Motorola Solutions – Kansas, IL,
Facilitate and produce virtual instructor-led training classes to internal and external audiences in multiple countries.
Cultivate customized SQL curriculum and course content to address organizational training mandates.
Develop and deliver SQL and database training programs for consulting and sales enablement operations based on SAM and ADDIE methodologies against business objectives.
Collaborate with Program Managers to identify key areas necessitating training based on software and equipment design.
Update training coursework and requirements according to software release and technology changes to increase consumption.
Contribute to a high performing learning environment through dedication to continuous improvement in learning tools, culture and infrastructure and to maintain high NPS.
Product Support Manager, 01/2017 - 06/2018 Home Depot – Brea, CA,
Deployed scrum framework to optimize fault reporting for common problem types.
Lead cross-functional collaboration to improve online customer interface for support incidents.
Consulted with product development teams to enhance products based on customer data.
Cultivated a high performing environment through effective recruiting, retention and talent management.
Invested in a HIPO organization through bi-weekly team and 1x1 meetings with associates across three regions.
Promoted cross functional training where possible and recognized high performing associates; resulting in seven departmental and three company-wide performance awards for associates in one calendar year.
Drove velocity towards improving customer incident update, resolution and knowledge centered practices resulting in 92% incidents updated within contract guidelines and 100% knowledge quality indicator for articles created.
Optimized service delivery through effective collaboration with cross-departmental teams and vendors.
Participated in close-loop corrective discussions for critical issues.
Established a successful 3-month on-boarding program for new hires that resulted in 98% new associates being high performing independent contributors within 3 months of hire.
Technical Team Lead, 09/2013 - 01/2017 Bright Horizons Family Solutons – Quincy, MA,
Analyzed and resolved complex database problems for database end-users, including query performance, file-system and database recovery problems.
Assisted with hiring of qualified technical support staff.
Mentored and trained junior associates in database support techniques, procedures and protocols to maximize effectiveness.
Audited team performance and compliance through periodic backlog reviews to meet performance requirements.
Created and maintained technical training documents.
Distributed incident workload to team members and monitored progress against service-contract timelines.
Took on additional job duties, including critical customer handling and resource scheduling during unexpected backlog, resulting in quicker return-to-service for customers.
Solution Engineer, 02/2009 - 09/2013 Nice Systems – Chicago, IL,
Analyzed and resolved support requests related to Teradata database, including areas such as query and system performance and database recovery problems.
Mentored and trained new associates in core database areas.
Redesigned incident escalation process to optimize incident handling and escalation to next support level.
Reviewed and voted on support ability of new database features.
Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Education
Bachelor of Science: Computer Science, Expected in 05/2004 - Benedict College - Columbia, SC GPA:
Graduated summa cum laude in Top 1% of Class [4.0 GPA]
Certifications
· 2020 ATD Certified Virtual Training Facilitator
· 2015 Teradata CS Excellence Award for Service Excellence
· 2011 Teradata CS Excellence Award for Service Excellence
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