Linthicum Heights, Maryland, United States
Served as a subject matter expert for a case management system, delivering accurate training, guidance, and end-user support. Designed and delivered instructor-led and virtual training for users across varying levels of technical proficiency, including executive-level audiences. Developed comprehensive training materials such as SOPs, quick reference guides, FAQs, and video tutorials to support onboarding and ongoing system use. Provided white-glove, personalized support to senior leaders and VIP stakeholders, adapting communication style to meet executive needs. Acted as a primary Tier 1 help desk contact, troubleshooting application issues, resolving user inquiries, and coordinating escalations with technical teams. Drafted and distributed system communications including release notes, newsletters, and training announcements. Managed and maintained SharePoint training resources and calendars, and reactivated a Microsoft Teams channel to support user engagement and knowledge sharing. Collected and analyzed user feedback to continuously improve training content, increase system adoption, and communicate feature enhancements.
• Provided comprehensive training for federal and non-federal users globally, enhancing user proficiency in the SAMS application. • Developed and facilitated engaging virtual training sessions tailored to diverse user roles, ensuring effective knowledge transfer. • Acted as a subject matter expert, addressing inquiries and troubleshooting software issues, which improved user satisfaction and system efficiency.
In my role at NCI Information Systems, Inc., I focused on enhancing training programs for DOD civilians, military, and contractors. I developed a variety of instructional materials, including 20 classes and 70 guides, to ensure effective software usage. Additionally, I hosted webinars and created video tutorials that significantly increased productivity among a customer base of 40,000.
• Develop 20 classes for Commercial off the Shelf software. • Create 70 How-to-Guides, Quick Reference Guides, and Tri-folds for DOD civilians, military, and contractors. • Assist 4 teams with creating Standard Operation Procedures ensure uniformity across the contract. • Manage 2 SharePoint Sites and an online Learning Management System. • Host Webinar based training on commercial of the shelf software. • Create video tutorials for customer base of 40,000 DOD workers to increase productivity and effectiveness. • Create marketing materials for classes (flyers, email notifications, advertisements). • Develop and maintain a satellite training center and training team at DISA Hampton Roads. • Provide Cyber Security training to Senior Level DOD/Pentagon leadership.
• Provided technical training to end users on the Consular software and systems that are deployed. • Assured proper, clear, concise and complete technical guidance for use by Foreign Service Officers. • Provided systems maintenance support including troubleshooting, problem analyses and assessments for hardware and software systems.