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Work Background
Neillasher.comConsultant AI Strategist - Sales and Technical Enablement
Mar. 2024RemoteI help executives in Technology Organisations increase revenue and reduce costs, resulting in £millions of benefits, by managing world-class technical training and enablement programs. AI early adopter.
Sabbatical BreakSabbatical
Sep. 2023 - Feb. 2024London Area, United KingdomTook a six-month learning break after my last role to explore the real and best uses of Artificial Intelligence in the world of learning and enablement.
ForcepointTechnical Training Manager - Global Product Enablement Programme
May. 2022 - Aug. 2023London, England Metropolitan Area · RemoteI was promoted to consolidate three teams and deliver materials that would reduce revenue loss from churn and support costs by ticket deflection. • Consolidated three teams, fostering cross-training and resource sharing for SD-WAN/Next Generation Firewall, On-Prem Web, and Data Loss Protection (DLP), together responsible for 80% of company revenues.
• Significantly streamlined production, resulting in a reduction of delivery from General Availability + 100 days to seven days before General Availability.
• Was the primary liaison with Product Management, Project Management Office, Engineering, and Professional Services to execute the precise, just-in-time delivery of playbooks and materials. • Oversaw the development of comprehensive training programs, encompassing Instructor-Led Training (ILT), Virtual Instructor-Led Training (vILT), and on-demand eLearning. • Successfully curbed the volume of support tickets with a dedicated forum within the Customer Hub. This approach deflected inquiries by delivering enablement materials in response to customer queries.
• Pioneered the redesign and implementation of streamlined laboratories.
• Took charge of Agile development and assumed the role of Scrum Master.
• Regularly presented detailed reports offering insights into key performance indicators (KPIs), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Top 2 Box (T2B). Results: • Eliminated a 100-day development delay and reduced churn during renewals by an estimated 1% of sales, equating to £5 million in retained revenue.
• More punctual delivery of training and enablement tools and materials had a compounding effect, bolstering support ticket deflection and reducing incidents for each of the three products by 10%. An annual saving of £3 million.
• Consolidating resources cut development costs by 30%, removing duplication increased production by over 40%.
• The revision of lab delivery methodology resulted in an impressive cost saving of 80%.
ForcepointPrincipal Curriculum Developer
Jun. 2020 - May. 2022London, England Metropolitan AreaI was recruited to lead a team of curriculum developers and find methods to cut development costs and time to market. • Assumed the roles of Principal, Team Lead, and Project Manager, overseeing expansive emerging technology enablement projects that encompassed Dynamic User Protection (DUP), Endpoint F1E/Neo, Advanced Malware Detection (AMD), Remote Browser Isolation (RBI), and Zero Trust Deep Secure (ZTCDR).
• Implemented Agile and Minimal Viable Product (MVP) strategies within a team of 20 professionals dedicated to developing ten curriculum-based training products.
• Spearheaded the creation of comprehensive and executive-level management dashboards, complemented by a robust project management system using Smartsheet. These tools facilitated planning, road mapping, workflow management, and production oversight for team leads and management.
• Took the lead in establishing a Community of Practice dedicated to curriculum development, fostering consensus on the department's future direction.
• Established and effectively managed internal Key Performance Indicators (KPIs) for the team, substantially reducing backlog during sprints. Results:
• Reduced Production costs by £400k/year by implementing Agile and Minimum Viable Product (MVP) principles within a team of 20 individuals, resulting in a 25% reduction in timelines.
• Created salary savings in excess of £250k through streamlined onboarding processes and department development handbook creation. • The development of fresh content for five new products was pivotal in onboarding new customer accounts, generating substantial upsell revenue and providing a competitive edge, resulting in lower renewal churn.
• Access to dashboards and roadmaps reduced management time by 20%, significantly minimizing the need for extensive meetings.
FireEye, Inc.Senior Technical Training Architect
May. 2013 - Jun. 2020London, United KingdomI was recruited to significantly reduce customer support costs with product and technical enablement. • Established partnerships with engineering, sales, system engineers, partners, and TAMs in order to gain insights into requirements to reduce costs.
• Led an internal project to establish internal Customer Support personnel career paths. Including talent roadmaps, skills matrices, and educational planning and training.
• Developed an enablement program for Troubleshooting, delivered globally for Customer Support, Partners, and Customers to create support ticket deflection and reduce escalations to 3rd line support.
• Pioneered the inaugural Cybersecurity Fundamental Forensics course, a high-value offering delivered to more than 500 students.
• Created a fully operational laboratory, replicated in the USA and Europe, capable of supporting up to 400 simultaneous systems. This facility was instrumental in meeting the demands of a large global partner roadshow and served as a competency testing and training platform.
• Introduced Agile development methodologies to the curriculum development team.
• Implemented an agile approach to documentation using MadCap Flare, presenting information in micro topics.
• Conducted in-depth competitive market analysis of the latest market trends and developments.
• Served as the Technical Editor for FireEye Press' technical publication, "Deployment Made Easy," available through Amazon Books and distributed to all customers. Results:
• Training for customer support across four worldwide locations and call centres led to a 75% reduction in escalations to third-line support, with annual savings of £3 million.
• Implementing Agile resulted in a 25% reduction in development times, with a cost saving of £0.5 million.
• Achieved revenue of £1.5 million through sales of the Forensics Course.
• The publication by FireEye Press played a pivotal role in enhancing sales, positioning FireEye as a leader in the Gartner Magic Quadrant.
The Learning Coach LLPThe Learning Coach (Managing Partner)
Sep. 2011 - Aug. 2012London, United KingdomManaged the Partnership direction, budgeting, forecasting, and P&L: Training strategy and direction of the Partnership. • Managed partnership.
• Leadership.
• Designed custom learning events that addressed learning challenges, technology integration, and improving learning design and effectiveness. • Managed client digital transformation.
• Provided training strategy, design, facilitation of classroom training, online learning creation services and training courses. • Technical training delivery.
• Created content, designed and presented materials across various functions and industries. • Offered individual and team coaching.
• Managed major client projects for BP(finance), Boehringer Ingelheim(sales), Mazda(sales), Institute Digital Marketing(certification), and Amgen Biochemical(SOPs).
• Accomplished industry event presenter and publisher of articles and papers for over 300 clients.
Neil LasherIndependent Learning Consultant
Sep. 2011 - May. 2013London, United KingdomKey Contributions:
• Provided learning technology training consulting services to a wide range of clients in diverse industries functioning as a Learning Technologist, Learning Data Strategist, e-Learning Consultant, xAPI (Tin Can) and LMS Specialist. • Developed various experiential formats for high profile events.
• Developed a data governance strategy for learning analytics using xAPI. • Designed strategies for channel enablement and technical upskill.
• Used Formula1 Pit Stop Challenge activities to deliver Instructional Design training to individuals and teams.
• Advised organisations on how to effectively implement xAPI and understand data results.
London Organising Committee of the Olympic Games LOCOG - London 2012Field of Play Group Leader Modern Pentathlon
Oct. 2010 - Aug. 2012Olympic Park LondonRecruited to build and manage a team to deliver Modern Pentathlon at London 2012 • Contracted to plan and deliver Modern Pentathlon Field of Play event. • Created and delivered skills training to 3,500 of 12,000 Team Leaders (volunteers). • Managed a a 20-person team that supervised the field of play during fencing and swimming events. • Trained and supervised 400 of the 700 interviewers who selected 70,000 out of 120,000 volunteers: Interviewed hundreds of the volunteers. • Delivered skills and orientation training for 'games time' preparation.
Phone2Know LtdChief Technology Officer
Jul. 2010 - Sep. 2011London, United KingdomContracted to source and manage a team (UK, India, Russia) that designed and developed a mobile learning delivery platform using industry-leading voice recognition technology. • Effectively utilised Agile software methodology in managing projects from requirements to finished product. • Employed automated voice telephony, providing an alternative to call centre technology. • Designed Interactive Voice Technology (IVT) SaaS (Software as a Service) model to provide the conversational capability to eLearning and class-based role play. • Created automatic conversation through VoiceXML and CCXML integration on legacy SMS and PHP systems. Results: Created a fully working product which was sold into the UK training industry. Larger sales were closed in the USA through a small channel, and a larger telephony organisation acquired the whole company's IP.
Trainer1 LtdManaging Director
Jan. 2001 - Dec. 2010London, United Kingdom
Trainersoft Europe LtdVP European Operations
Jan. 1992 - Dec. 2001London, United Kingdom
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