Global Training & Adoption Lead Resume

SUMMARY

Enthusiastic, leader, with over 25 years’ experience in creating and delivering end user training and coaching to drive technology adoption for global audiences. Proven ability to work efficiently and independently in an agile work environment. Possess strong verbal and written skills with the ability to simplify highly technical support in a more user friendly manner.

PROFESSIONAL EXPERIENCE

Global Training & Adoption Lead

Confidential

Responsibilities:

Member of the team that spearheaded program to deliver technology adoption program to promote SharePoint, Microsoft Teams, OneDrive for Business as business wide collaboration tools.
Successfully created strong relationships through business partnering with key stakeholders. Learning and understanding their needs to better help them with discovering solutions to increase their productivity.
Helped drive adoption initiative to move users from using Box.com to modern SharePoint Team sites to comply with company security governance.
Built and manage global collaboration help and support Yammer community answering on average 15 - 20 posts daily. Through efficient and clear responses, have grown the group to over 1000 members in less than a year’s time.
Member of the team that lead content creation distributed through company UnaBot, used by site owners, members and company Help Desk technicians for collaboration tool support.
Led the adoption program focused on increasing adoption of external sharing, leveraging OneDrive for Business, Microsoft Teams and SharePoint.
Worked on Joiner, Mover Leaver project to streamline introduction to Office 365 as well as create a process to assist exiting employees properly handover responsibilities.

Regional Activation & Support Lead

Confidential

Responsibilities:

Lead SharePoint migration activities through several migration and upgrade initiatives including: LiveLink Portal to SharePoint 2007, SharePoint 2007 to SharePoint 2010 and SharePoint 2010 to SharePoint Online for Americas business users. This included 300-400 sites servicing over 50K users.
Developed ‘My Collaboration Help & Support’ site providing a diverse menu of training material from ‘How to’ guides, pre-recorded videos, requests for custom live training or reservations to pre-defined training topics, allowing end users to train as they feel leveraging the medium that they found most effective.
Lead business partner supporting Americas lines of business, liaising with global delivery team to escalate issues and share requirements for development projects. Significantly improved ways of working, new triage components for the global Help Desk and reduced response time for end user support.

Information Resource Specialist

Confidential

Responsibilities:

Led Customer Support Representatives on servicing customer queries through proactive management and floor presence
Subject matter expert in all Customer Service systems, processes and policies
Business partner between customer service, marketing, sales and IT to ensure seamless support and communication
Developed a SharePoint solution to provide support for customer service representatives to improve service call and email quality.
Led the introduction, training and adoption to promote SharePoint capabilities for line of business teams to transition them from using outdated tracking tools and inefficient document repositories.