United States Technical Support
Resume:
ITEAF
GRAHAM
Virginia Beach, VA *****, United States
***********@*****.***
PROFESSIONAL SUMMARY
An experienced manager with over a decade of developing and delivering high-quality technical training in a corporate setting. Able to utilize business acumen to understand the challenges of the employees, key performance indicators of the management teams, and the vision of executive stakeholders to simply put, GET RESULTS. Demonstrated passion to demystify technical content into engaging activities to achieve mission critical tasks through thoughtful design and targeted facilitation. Collaborates with leadership team to identify hidden improvements aligned with the organization's priorities, the people, culture and morale of the company.
SKILLS
Training Delivery
Train the Trainer Certified
Training Video Production
Curriculum Design
Assessment Design/Delivery
Curriculum Development
Orientation and Onboarding
Cognos LMS
Adobe Connect
MS Office/G-Suite
Blended Learning
Adult Learning Theory
Project Management
Slack/BlueJeans Video
Conferencing/Webex Meetings
AGILE Trained
Workday
Adobe Captivate
ALLIE Learning
Client/Vendor Relationship Management
FIERCE Trained
EXPERIENCE
Sr. Trainer - Global Learning & Development (Mobile)
Verizon United States
March 2022 – June 2023
Proficient experience in BlueJeans, WebEx, Adobe Connect, Workday, Allego, and Slack
Multi-level training proficiency with mass audiences including in seat, virtual, on location, e-learning, hands-on, instructional methods, job aids, refresher training,
New Hire Lead trainer (Technical support, Mobile, FiOS, SPC, Contractor training)
Strong understanding of logistics and supply chain management principles
Strong analytical and problem-solving abilities
Technical Support, Onboarding, Fios, Mobile, New Hire, social media from new hire to Director level
Experienced in learning and performance principles, and concepts, (needs assessments, learning objectives, curriculum development, lesson planning, facilitation guides and assessment measurement)
Independently launched vendor centers (Cebu City, PH) (Manilla, PH) (Atlanta, GA)
Established and managed business reviews with internal and external partners, vendors, and business group customers in alignment with business requirements
Support career growth and development of new hire and front-line agents, managers, and executives by monitoring success and evaluating opportunities to become more proficient in their positions
Planned, created, organized, led, produced, and evaluated training videos
Lead multiple complex cross functional teams successfully
Lead Train-the-Trainer programs as required for department course compliance
Analyze needs, develop and administer budgets, staffing recommendations, and learning objectives
Design, develop, deliver and deploy training materials and workshops across the globe
Maintain key partnerships with business leaders to align and recommend solutions that meet learner and business needs
Identify/implement competency models including integration of learning tools and programs
Serve as a subject matter expert for training effectiveness audits for internal and external clients
Demonstrates high level of flexibility and willingness to travel up to 75% or more
Project Management to include rostering, learning environment logistics, learner statistics, budget analysis, ROI, and other course analytics.
Chat team Management
Social Media team management
Sr. Analyst/Technical - Instructor Global Learning & Development
Verizon Hampton/Hybrid/Remote, VA, United States
April 2014 - March 2022
Design and facilitate technical learning solutions that are engaging, fun and enable employees to deliver and solve customer challenges
Align and exceed the standards of global training and delivery for training types such as project management, train-the-trainer, onboarding, continuing education, leadership and marketing initiatives
Project Management to include: class rosters, program codes, learner statistics, ROI, and other pertinent course analytics
Lead and participated in train-the-trainer programs as required for department course compliance
Analyze needs, develop and administer budgets, staffing recommendations, and learning objectives
Design, develop, deliver and deploy training materials and specialized workshops across the globe
Maintain key partnerships with business leaders to align and recommend solutions that meet learner and business needs
Identify and implement competency models including integration of learning tools and programs
Serve as a subject matter expert for training effectiveness audits for internal and external clients
Proficiency in virtual content delivery utilizing the Adobe Connect platform
New hire Lead Trainer certified
Demonstrates high level of flexibility and willingness to travel
Extensive experience working independently with minimal supervision.
Contributed to strategies for enhanced system capacity through improved automation and standardization.
Built data visualizations to present easy-to-understand reports and documentation.
Established metrics and benchmarks to track performance against industry standards.
Fiber Customer Support Agent
Verizon Hampton, VA
January 2013 - January 2014
Front line contact for provisioning and maintenance of customer inquiries related fiber-based voice, data and video service issues
Analyze and isolate service order or outages
Utilize various test equipment to analyze fail codes and cables models
Assist in the installation of PC software or to ensure the configuration is accurate
Initiate connections for PC components, functionality, diagnostic setup and support
Multitask using up to three screens, terminals and a host of software to engage customers
Apply understanding of home networking components such as routers, LAN Topology, Ethernet and Network Interface Cards to resolve technical escalations related to Fiber services.
Technical Support Lead
Cox Communications Chesapeake, VA
January 2010 - January 2013
Managed support and help desk as analyst for over 200+ call center employees
Bring triage and resolution to complex hardware and virtualization environments focusing on various software and applications
Capture, maintain and close a host of daily tickets using documentation and resources as needed
Provide timely support for issues received via phone, email, instant message and remote contact
Test, pilot and implement changes of new product rollout
Provide technical guidance in other areas
Proactively manage continuous process improvement based on customer feedback.
Technical Support Representative
Cox Communications Chesapeake, VA
January 2008 - January 2010
Serve as the frontline to the Cox Communication brand to deliver a best-in-class technical experience
Promote quality customer service in a fast-paced call center environment
Engage in real-time troubleshooting to resolve first level technical support issues
Educate residential customers about the installation and use of their Cox products and service.
Consultant,
General Dynamics, Chesapeake, VA 2001 –2008
Led major Common Access Card project supplying military with and instructing local hires for the creation of Common Access Cards ensuring solutions are implemented effectively and within project scope and timelines.
Collaborate with clients to assess their operational needs, provide technical consultation, and develop tailored solutions.
Provide technical support and troubleshooting on systems, equipment, or processes deployed in the field.
Work closely with cross-functional teams to ensure seamless integration and deployment of products and services.
Perform field assessments, conduct system evaluations, and provide detailed recommendations for process improvements.
Ensure compliance with all safety standards, industry regulations, and company policies during field operations.
Develop and deliver comprehensive reports, documentation, and presentations to communicate project progress, risks, and results to stakeholders.
Train and support client teams on system usage, maintenance, and troubleshooting.
Identify potential business opportunities and collaborate with the sales and business development teams to expand client relationships.
Stay up-to-date with the latest industry trends and technologies to provide cutting-edge consulting services.
Logistics Coordinator,
Titan Unidyne, Norfolk, VA 2000-2001
Coordinated and oversaw the daily logistics operations, including shipment scheduling, tracking, and documentation.
Worked with suppliers, freight carriers, and internal teams to ensure seamless transportation and delivery of goods.
Developed and maintained shipping schedules, ensuring all logistics activities are completed within defined timelines.
Tracked shipments and resolve any issues related to delays, damaged goods, or discrepancies in quantities.
Managed inventory levels to prevent stock shortages or overages and ensure accurate record-keeping.
Prepared and maintained necessary documentation such as bills of lading, customs declarations, and invoices for shipments.
Analyzed logistics data and generate reports on shipping costs, delivery performance, and carrier efficiency.
Identified areas for process improvement within logistics and supply chain operations to increase efficiency and reduce costs.
Assisted with vendor negotiations and help manage third-party logistics provider relationships.
Warehouse Technician,
Federal Emergency Management Agency, College Park, GA 1999 – 2000
Received, stored, and distributed materials, equipment, and supplies in accordance with FEMA guidelines and inventory management systems.
Ensured timely and accurate shipping, receiving, and storage of disaster relief materials and equipment.
Operated forklifts, pallet jacks, and other warehouse machinery to move and organize stock safely and efficiently.
Performed regular inventory checks, cycle counts, and audits to maintain accurate stock levels.
Prepared and packed materials for shipment to disaster areas, ensuring all documentation is complete and compliant.
Collaborated with logistics teams and external contractors to coordinate the transportation and distribution of supplies to disaster sites.
Tracked and reported on the status of incoming and outgoing shipments, ensuring all information is updated in the inventory management system.
Assisted in maintaining and repairing warehouse equipment and identifying needs for replacements or upgrades.
Supported FEMA’s disaster response and recovery operations by being available for deployment to field locations if necessary.
EDUCATION
Bachelor of Science - Information Systems
Regent University, VA
May 2021
Associate of Science - Network Security
ECPI College, VA
January 2007
AWARDS
2014, Top Sales Volume, Verizon Mid-Atlantic
2013, Top Revenue Earner, Verizon Mid-Atlantic
2008, 2009, and 2010, Golden Digi Award, Cox Communication
MILITARY EXPERIENCE
United States Navy, Sonar Technician, Norfolk, VA
Operated the ANS-QS 56 Sonar Suite, monitoring and analyzing sonar displays to detect, classify, and track underwater contacts such as submarines and mines.
Conducted passive and active sonar operations to support Anti-Submarine Warfare (ASW) missions, providing real-time data to command and combat teams.
Assisted in the maintenance, calibration, and repair of sonar systems and associated electronic components to ensure system readiness and operational efficiency.
Performed system diagnostics to identify and troubleshoot technical issues, performing repairs or coordinating with higher-level technicians as needed.
Prepared and maintained detailed logs of sonar data, documenting contact information, system performance, and relevant acoustic readings.
Supported sonar-related training exercises, ensuring the proper operation of the ANS-QS 56 Sonar Suite and training junior personnel in its use.
Collaborated with other combat systems teams, including fire control and electronic warfare teams, to ensure comprehensive operational readiness during missions.
Monitored underwater environments during operational deployments, including detection of surface ships, underwater mines, and other potential hazards.
Maintained awareness of the latest sonar technology advancements and operational best practices, continuously improving performance and knowledge of undersea warfare.
Complied with Navy standards and protocols for equipment maintenance, safety, and operational procedures in all sonar-related activities.
LANGUAGE
Spanish
Intermediate
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