Jelven Fortuna
Training Developer
Talisay City, Province Of Cebu
Summary
Dynamic Training Developer at Lexmark Research and Development, adept at creating engaging e-learning modules and facilitating adaptive learning experiences. Proven track record in mentoring trainers and streamlining onboarding processes, enhancing knowledge retention and employee satisfaction. Expertise in instructional strategies and strong interpersonal skills drive impactful training program development.
Overview
17
17
years of professional experience
Work History
Training Developer
Lexmark Research And Development
09.2016 - Current
- Utilized data-driven assessments to measure progress of learners, adjusting course content as needed for optimal results.
- Created blended learning experiences combining instructor-led sessions, e-learning modules, and hands-on activities to appeal to diverse learning preferences.
- Mentored new trainers, providing guidance on effective instructional techniques and best practices.
- Conducted regular reviews of curriculum content for accuracy and relevancy, making necessary revisions as needed based on feedback from participants or changing needs within the organization.
- Reduced onboarding time with streamlined training materials and processes.
- Collaborated with cross-functional teams to develop holistic training programs encompassing various aspects of job functions or departments.
- Updated existing training materials to align with current industry standards and company policies.
- Developed engaging e-learning modules for improved knowledge retention and skill development.
- Established a system for tracking employee progress throughout their ongoing professional development journey.
- Incorporated interactive elements into course design for increased engagement during live trainings or workshops.
- Contributed to development of comprehensive employee training courses.
Technical Support Representative
Lexmark Research And Development
12.2014 - Current
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Used ticketing systems to manage and process support actions and requests.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Boosted team morale and efficiency, organizing regular training sessions on latest tech trends.
- Provided exceptional technical support, leading to commendation from company's senior management.
- Played key role in project that significantly reduced system downtime for major clients.
- Developed user-friendly guides for common issues, reducing volume of support tickets.
Assistant System Administrator
Alta Vista Golf & Country Club
02.2011 - 12.2015
- Assisted in developing comprehensive documentation for systems and procedures, improving knowledge sharing within the team.
- Maintained current software licenses for computers and mobile devices.
- Managed inventory of IT assets effectively, ensuring accurate tracking of equipment usage and life cycles throughout the organization.
- Collaborated with cross-functional teams to improve overall IT infrastructure.
- Supported company growth by expanding network capabilities as needed.
- Enhanced data protection by implementing regular backups and disaster recovery plans.
- Provided exceptional end-user support, ensuring timely resolutions to technical issues.
- Optimized server functionality with regular maintenance and hardware upgrades.
- Maintained network security by configuring firewalls, routers, and switches.
- Reduced downtime by quickly diagnosing and resolving complex technical problems.
Technical Support Engineer
Calltek Center International
11.2007 - 12.2009
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Delivered Tier-3 support and SME input to internal and external customers.
- Streamlined escalation process, ensuring that complex issues were promptly addressed by appropriate specialist.
Education
Bachelor of Science - Bachelor of Science in Information Technology
University of Cebu
Cebu City, Philippines 04.2001 -
Associate of Arts - Bachelor of Fine Arts Major in Advertising
University of San Carlos
Cebu City, Province Of Cebu, Philippines 04.2001 -
Skills
Instructional strategies
Training facilitation
E-learning development
Subject matter expertise
Learning management systems
Adult learning theory
Problem-solving abilities
Team collaboration
Adaptability
Timeline
Training Developer
Lexmark Research And Development
09.2016 - Current
Technical Support Representative
Lexmark Research And Development
12.2014 - Current
Assistant System Administrator
Alta Vista Golf & Country Club
02.2011 - 12.2015
Technical Support Engineer
Calltek Center International
11.2007 - 12.2009
Bachelor of Science - Bachelor of Science in Information Technology
University of Cebu
04.2001 -
Associate of Arts - Bachelor of Fine Arts Major in Advertising
University of San Carlos
04.2001 -
Similar Profiles
IRISH GRACE ANDUYANIRISH GRACE ANDUYAN
Installation Management Specialist at Lexmark Research and Development Corp.Installation Management Specialist at Lexmark Research and Development Corp.
Maylen TanMaylen Tan
Business System Analyst /Manual QA Tester at Lexmark Research and Development CorpBusiness System Analyst /Manual QA Tester at Lexmark Research and Development Corp
Michelle Ann PaulinMichelle Ann Paulin
Customer Service Representative at Lexmark Research And DevelopmentCustomer Service Representative at Lexmark Research And Development