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Work Background
FreelanceVoice Over Artist
Apr. 2014Provide narration for e-learning courses and explainer videos from my home studio.
New Relic, Inc.Senior Technical Training Specialist
Apr. 2014Portland, OregonFounded in 2008, New Relic creates web-based tools for application performance monitoring and digital intelligence; it employs about 1,800 people. As the first customer trainer in the company’s Customer Success organization, my assignment was to create a product training curriculum and teach customers how to effectively use New Relic’s products. • Using Action Mapping, determined which tasks customers must learn to use the products effectively.
• Starting without existing content or curriculum, developed a series of 4 instructor-led courses. Delivered the first course within my first 90 days.
• Created hands-on labs with sample applications in a variety of programming languages running in Docker containers on AWS to give students practice using New Relic to troubleshoot real applications. During 2016, developed and delivered a series of hands-on product workshops (in 22 cities and 2 countries), generating over 200 qualified leads and over US$1 million in sales.
Fiserv (formerly Corillian Corporation)Technical Trainer
May. 2005 - Apr. 2014Hillsboro, OregonFiserv employs over 20,000 people in 155 locations worldwide; my division created software for online banking and bill payment. I taught customers how to use Corillian products, and developers (both internal and external) how to create online banking applications on the Corillian platform. • Developed and delivered instructor-led training for developers and system administrators.
• Developed and delivered virtual classroom (WebEx) training.
• Used Camtasia and Articulate tools to create screencasts and e-learning.
• Delivered internal training on developer technologies: C#, ASP.NET, jQuery, WCF, etc. When I joined the team, our training was very content-focused: How do we deliver this INFORMATION to learners? I changed the focus to behavior: What should learners be able to DO after taking this training? I’m a huge proponent of Cathy Moore’s Action Mapping method: Start with a measurable business goal, figure out what learners must do in order to reach that goal, then give them the knowledge and skills necessary to perform those tasks back on the job. In 2013:
• Generated over $85,000 in training revenue.
• Saved the company over $40,000 in vendor costs by developing and delivering technical training in-house.
• Received Level 1 satisfaction scores of 4.64 out of 5.
Corillian CorporationSenior Support Engineer
Jul. 2004 - May. 2005Hillsboro, OregonCorillian was a leader in online banking software with about 200 employees; it was acquired by Fiserv in 2007. As a Senior Support Engineer, I supported and maintained client banking implementations. • Troubleshot a wide variety of production issues.
• Wrote code for client enhancements.
• Demonstrated expertise in ASP, ASP.NET, Visual Basic, C#, COM/DCOM, XML, SQL Server, and Windows systems engineering. During my tenure I was able to resolve some thorny technical issues that had stumped more experienced engineers. I also developed and maintained good relationships with our customers, some of whom could be described as high-maintenance.
NetropoleIndependent Consultant
Nov. 2003 - May. 2004Portland, OregonI worked with Netropole on a medical transcription application for the nation’s largest non-profit health care provider. I designed the SQL Server database and developed an ASP.NET web service interface to the database and the client’s mainframe, while mentoring less-experienced developers on the project.
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