KAREN MAYBERRY

**** ***** **., ***** ****, CA ***87 adyknn@r.postjobfree.com 408-***-****

Professional Summary

Instructional Designer with 5+ years experience creating innovative and engaging learning experiences in a large-scaled corporate environment that align with company values and goals supporting customers, partners, and employees. Subject Matter Expert in identifying, delivering and managing instructor-led, leader-led, in-person, virtual and eLearning experiences and leading learning projects through the design lifecycle using ADDIE and SAM methodologies. Recognized for producing engaging training content that sparks interest, invokes critical thinking, and assesses and evaluates learners’ retention and knowledge.

Skills & Experience

● Detail-oriented and organized

● Creative and outgoing

● Strong interpersonal skills

● Independent and collaborator

● Passion for helping others succeed

● Subject Matter Expert in

● Project manager

● Public speaker

● Motivated and enthusiastic

● MSFT Office, o365, SharePoint and G Suite

● LMS management and reporting

● Camtasia, iSpring, Articulate 360, Adobe

Captivate and Illustrator

● HTML, CSS, Github, and PERL

● Salesforce, JIRA and Atlassian Confluence

● ADDIE and SAM adult learning

methodologies

● Audacity, Logic Pro X, Adobe Audition,

Work History

LMS Administrator

Rubrik, Inc., Palo Alto CA

12/2019 - 4/2023

● Implemented and managed the Learning Management System, Docebo (and EduBrite) for 50K customers, 3K partners and 2K employees in a technical, service-oriented environment.

● Created ILT events and eLearning courses within the LMS and managed enrollment and completion records.

● Uploaded SCORM, xAPI and AICC formats to courses and tested reliability.

● Created certifications and evaluations and reported on results to organization leaders.

● Developed standards and best practices for content developers and global technical trainers to ensure consistency of the user learning experience.

● Reviewed and enhanced training content submitted from multiple organization units prior to publishing within the LMS.

● Improved the user experience and eliminated pain points by creating new LMS landing pages, menus, and content flows.

● Main point of contact for all service and technical related issues reported with the LMS using Salesforce as the ticketing system.

● Generated enrollment and completion reports using advanced Excel functions and formulas for multiple business units and provided quarterly training summaries to leadership. Senior Content Developer 12/2018 - 4/2023

Rubrik, Inc., Palo Alto, CA

● Worked with Subject Matter Experts and organization leaders to identify training objectives and goals.

● Led multiple projects simultaneously through the training design lifecycle from scoping to success measurement.

● Determined and delivered learning experiences in appropriate formats including instructor-led, leader-led, in-person, eLearning and webcasts and created supporting documentation in the form of newsletters, KB articles and white papers.

● Produced targeted training reports then reviewed results with Subject Matter Experts and organization leaders and developed action plans to update, enhance or replace training content.

● Created storyboards using MSFT PowerPoint and voice over scripts then reviewed and enhanced these using Camtasia, iSpring, audio editing software..

● Created custom graphics and animations to engage learners and enhance the learning experience and tested reliability of content for desktop and mobile deliveries.

● Created exams and certification tests and developed courses and training paths to help users prepare for and successfully achieve career objectives, certifications, and test your knowledge initiatives..

Global Escalation Engineer

Pulse Secure, San Jose, CA

10/2014 - 12/2018

● Took ownership of and drove to resolution escalated customer issues while maintaining Service Level Agreements and Key Product Indicators.

● Diagnosed complex networking, switching and routing technical issues involved with the Pulse Secure VPN product using a variety of advanced troubleshooting applications and lab environments, while providing timely updates to customers, account executives and other stockholders.

● Acted as a liaison between customers and internal engineering and executive teams on communicating bug fixes, software release dates and potential issues.

● Maintained accurate reporting of case activity regarding findings, phone interactions, and input from subject matter experts to keep the customer, account teams and executives updated on the progress of the case.

● Participated in the technical review process of release note documentation and bug fix reports for software releases as well as beta testing of new features.

● Developed certification exams to certify administrators on the Pulse Secure products and offerings.

L3 SSL VPN Escalation Engineer

Juniper Networks, Sunnyvale, CA

04/2007 - 10/2014

● Escalation point for L1 and L2 technical support that provided advanced network routing, switching, and security troubleshooting of complicated hardware and software issues.

● Provided guidance on resolving customer cases and maintaining Service Level Agreements.

● Provided technical expertise for L1 and L2 critical customer accounts and facilitated communications between customers, stakeholders, and engineering teams to collaborate on critical issues and provide solutions.

● Prepared white papers and knowledge base articles on technical concepts, troubleshooting steps and best and practices.

● Developed and implemented a video article section within the Juniper knowledge base that provided step-by-step instructions on configuring, troubleshooting and log analysis of complex technical issues.

● Trained other Technical Support Engineers on developing video content within the Juniper knowledge base and reviewed and approved all submissions. Technical Lead/Team Leader 3/2005 - 4/2007

Convergys Corporation, Ogden, UT

● Managed team of 30+ technical support engineers.

● Reviewed all support cases that were submitted to Tier 3 and Juniper Escalation Engineering for proper documentation according to escalation processes.

● Provided support to customers who escalated cases and worked to maintain and reduce the number of escalations within the technical support team.

● Improved escalation processes by identifying knowledge and training gaps and created escalation templates which helped speed up resolutions for escalated issues while maintaining Service Level Agreements for case resolution time.

● Developed action plans for the deployment of software upgrades to critical customer accounts and assigned subject matter experts to assist with upgrade operations.

● Mentored technical support engineers to help them achieve career goals by evaluating individual strengths and weaknesses and developed strategies and training opportunities to improve technical knowledge and case management skills.

● Interviewed and evaluated candidates who submitted applications for employment within technical support teams.

Education

Bachelor of Science: Computer Science September 2005 Stevens-Henager Business College

Certifications

JNCIA-SSL Juniper Networks Certified Internet Associate JNCIS-SA JuNOS Pulse Secure Access Specialist

RCSA Rubrik Certified System Administrator

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