LOMA

-Set up and manage LMS to LMS integrations for 10+ Companies with over 100+ employees by providing technical documentation and implementation on-boarding sessions.
-Collaborated with front line support and vendor's admin support to ensure smooth functioning of online learning platforms and to ensure all KPIs are met by providing technical documentation of common issues.
-Resolved 100+ second-tier product and elearning technical support tickets for internal employees and external customers within 2 business days.
-Troubleshoot and determine root cause of problems in online trainings.
-Generate and distribute Tableau reports to internal and external customers.
-Manage exams, users, and reports in the QuestionMark Exam Platform for over 100+ domestic and international customers.
-Successfully Imported  700+ international learners and eLearning courses enrollments to LMS which generated over $70,000 of company revenue.
-Bulk upload +195 SCORM1.2 and AICC courses for internal company LMS production environment for over 200+ employees to launch and provided documentation for common troubleshooting issues.
-Create all products, product groupings, and learning paths in LMS.
-Find creative solutions to address customer issues and work with IT/vendors to resolve concerns.
-Use Episerver/Optimizely CMS to manage production/stage server SSO login and LMS announcement pages.
-Use e-Learning tools (Articulate Storyline, Camtasia, Snagit, Adobe Creative Suite) to design, develop, and deliver instructional materials and learning solutions for external customers and internal employees.
-Use Rustici Content Controller to manage enterprise accounts, licenses, and distribute  eLearning content of 195+ modules across multiple learning management systems for over 10 companies with more than 100 employees.

LMS Administrator

Bank Shot

-Used company portal data to identify and surface product insights and trends from user interactions.
-Improved internal and external product documentation using Confluence to optimize product resolution workflow.
-Used Confluence to develop, maintain, and revise technical training resources and troubleshooting guides for internal and external use.
-Used email, phone, and CRM support channels such as Slack, Zendesk and HubSpot to manage and automate product and customer support inquiries, technical requests.
-Demonstrated product knowledge and customer service skills to provide technical and non-technical guidance to solve product related inquiries and problems in B2B customer facing SaaS environment.
-Increased customer retention and product adoption by maintaining customer satisfaction and advocating for customers through product optimization requests sent to the development team.
-Assisted development team with technical configuration, software troubleshooting, product integration, and implementation.
-Facilitated product demos, customer onboarding, and technical training with sales, product, and customer success teams using video conferencing software such as Zoom, Google Meet, and Microsoft Teams.
-Used project management tools such as Jira and Basecamp to keep track of status updates in Agile FinTech SaaS Work Environment.
-Used Zendesk support ticket data to identify customer gaps in product knowledge.
-Used Zendesk support ticket data to identify product support and software KPIs.
-Worked in cross-functional teams to collaborate with subject matter experts and stakeholders to assess customer needs and improve customer experience.
-Consulted customers on software features to address business and technical needs.
-Identified process improvements and customer learning opportunities based on departmental observations.

Product Support Specialist

Teachers Pay Teachers

-Remotely answered customer product inquiries through phone, online chat, and email.
-Resolved customer issues remotely through email and online chat.
-Designed and secured educational resources using software such as Affinity Designer, PowerPoint, and Adobe Acrobat Pro DC.
-Used social media to increase traffic to online store and increase sales.
-Used SQL to create databases and run queries to perform data analysis. RDBMS used is PostgreSQL.
-Explained technical subject matter into easy to understand terms.

Curriculum Designer

Outschool

-Used e-learning authoring tools such as Articulate Storyline 360, Adobe Illustrator/Affinity Designer, PearDeck, Zoom, Procreate, and Notability to design and deliver e-learning experiences.
-Trained over 2500 learners, delivered over 500 Virtual Instructor Led Training Experiences, and earned over 500 Positive Customer Reviews.
-Used Affinity Designer, AdobeSpark, CanvaPro, and Microsoft Office to develop 6th-12th STEM curriculum.

E-learning Developer

Wagner Staffing

-Implemented temperature screenings of General Mills’ employees and contractors at checkpoints for 3rd shift (12:00 am to 8:00 am).
-Deescalated conflicts between contractors and employees.
-Recorded employee and contractor information required by General Mills.

Health Screening Coordinator

Fayette County Public Schools, Fayetteville GA

-Trained students how to operate machine tools and instruct students on engineering practices and manufacturing techniques.

-Maintained engineering lab equipment and regularly perform quality and functionality assessments. Requisition new hardware and software as needed. 

-Trained students how to conduct maintenance and troubleshooting of equipment.

-Prepared and delivered lessons to students on engineering topics such as the engineering design process, thermodynamics, fluid mechanics, circuit analysis, and engineering materials.

-Trained learners how to implement CAD and EXCEL software (SolidWorks/Autodesk Inventor/Microsoft Excel) and developed appropriate performance objectives.

-Established professional relationships with local engineering companies and organizations.

-Created instructional manuals to operate manufacturing equipment.

-Answered complex questions regarding manufacturing equipment.

-Demonstrated strong interpersonal skills while working with students and faculty members.

-Logged and documented communication with students, parents, faculty, and administration.

High School Engineering Teacher

Gwinnett County Public Schools

-Developed and prioritized short and long-term instructional objectives based on district 7th Math AKS curriculum.

-Analyzed student work and assessments to determine instructional needs.

-Prepared written lesson plans to support instructional objectives of the 7th Math AKS curriculum for all students.

-Monitored behavior and provided appropriate feedback to students.

-Organized and arranged classroom to facilitate learning.

Middle School Mathematics Teacher

-Trained students how to operate machine tools and instruct students on engineering practices and manufacturing techniques.

-Maintained engineering lab equipment and regularly perform quality and functionality assessments. Requisition new hardware and software as needed. 

-Trained students how to conduct maintenance and troubleshooting of equipment.

-Prepared and delivered lessons to students on engineering topics such as the engineering design process, thermodynamics, fluid mechanics, circuit analysis, and engineering materials.

-Trained students how to use CAD software (SolidWorks/Autodesk Inventor).

High School EngineeringTeacher

Mercer University

-Designed and manufactured force meter and mechanical goniometer to assist patients undergoing knee injury rehabilitation
-Used Milling Machine and Lathe to construct aluminum frame
-Used Solidworks to create 3D CAD models and conduct stress analysis

Senior Design Project: Mechanical Goniometer and Force Meter

Advance Auto Parts

-Provided customer facing support and answered product related inquiries 
-Provided GAS3 selling experience for DIY customer visits and phone calls.
 -Achieved personal sales goal and help store achieve its sales goals.
 -Provided DIY services including battery installation, testing, wiper installs, etc.
 -Maintained store product and operational standards.
 -Responsible for inventory processes including truck put away, shoot outs, cycle counts, Back stock, etc.
- Maintained Store Cleanliness including floors, bathrooms, facing, dusting, parking lot
 -Performed General stocking including truck stocking and back stock
  -Safely delivered parts to customers as needed

Sales Associate

Detail-oriented LMS Administrator and Learning Experience Designer providing 2nd tier eLearning and Product Support, LMS Administration and Learning Technology Support, and developing technical documentation and eLearning solutions to support customer needs and business metrics.

Taplio

Jose Santana Villa's Linkedin Analytics

Jose Santana Villa

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