Training is critical to employee success. Employees with a solid understanding of processes, procedures, and background material are equipped for success. I can help you prepare your employees by providing well-written documentation, review/revision material, and quizzes and tests to measure comprehension.
As the supervisor of a Level 1 Helpdesk team, I managed team's knowledge resource. I reviewed, revised, updated, and maintained a 300+ article knowledge base containing our Helpdesk procedures. The team used these materials to consistently, successfully meet monthly Service Level Agreement metrics.
For a subsequent employer, I established that company's first comprehensive employee training program. I designed PowerPoint presentations for various topics and personally presented all material related to IT and telecommunication topics. In addition, I assigned non-IT topics to trainers with experience in the topic and I coordinated schedules among trainers, management, and department supervisors.
In my most recent position, I was part of a team that created standards and guidelines for a new knowledge management system. I wrote the style guide for the system, promoted the system throughout the company, and assisted various teams and departments in converting their materials and importing the materials into the new system.
I will write procedures, instructions, and other informational documents or create quizzes and tests to inform your employees and measure their success. You can be confident that your team is prepared for their assigned tasks.
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