I believe that there is always more to learn and new challenges to face. I pride myself on my ability to approach a problem from all sides to find the best possible solution.

Critical thinking and clear communication have been key skills in my success working with customers in both training and support.

• LinkedIn

Experienced Software Trainer & Technical Writer

Successful, driven, client-focused professional experienced in developing training resources and programs for internal and external clients in a dynamic, startup environment. Demonstrated success in employee on-boarding, virtual client training, and live presentations in classroom and seminar settings for SaaS in the Higher Education sector. Skilled in creating written and video resources from conception to delivery.

Accomplishments

• Developed and implemented the process for on-boarding clients with a new product. When DIGARC launched their third product (SECTION), was one of three people who developed the complete implementation process for new clients and among the first team to pilot the process and successfully onboard the first clients. The implementation process included a collaboration between training and consulting teams as well as the development of all documentation and resources in collaboration with the product development team.
• Supervised development and delivery of DIGARC product certification for clients. As senior Trainer/Client Education Specialist, took ownership of the certification program delivered annually at DigarcU across two unique software products.
• Launched a new certification track at DigarcU. In first year having ownership of the certification program at DigarcU, developed an additional certification track for clients that had not previously existed. The new certification was well-received among internal and external stakeholders and has continued based on my original design.

Experience

Trainer – Software / Client Education Specialist at DIGARC
(2014-2020)
The primary responsibility of the Trainer/Client Education Specialist was to train new clients how to use the DIGARC software solutions; training was usually conducted virtually though some projects were delivered on site. Other responsibilities included writing and editing user manuals, maintaining FAQs and training resource database, development of instructional handouts and training exercises, customization of training materials tailored to client needs, and assisting the Customer Care Team in resolving Support tickets.

Various Roles at DIGARC
(2010- 2013)
The primary responsibility of the Implementation Specialist was to input data from PDF resources into the Acalog ACMS™ database. The Team Lead was responsible for training and supervising junior Implementation Specialists. The Project Manager was responsible for coordinating with client contacts as well as internal stakeholders to ensure a successful project. See above for details on Client Education Specialist responsibilities.

Education

B.A. in English: Writing, Florida Southern College (2010)
Recipient of full-ride George Jenkins Scholarship from Publix Charities. Member of Sigma Tau Delta, English Honor Society. Editor of Cantilevers: Journal of the Arts.

Skills & Software Proficiencies