Abigail Sarino

• Liaison in overseeing every element of the company's LMS for more than 15,000+ employees, including authentication and technical requirements, to ensure the integrity of training data.
• Delivered Tier 2 and Tier 3 support for problem identification, diagnosis, and issue resolution.
• Attended meetings to deliver status reports to key stakeholders.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Define policies and procedures for adding data and information to LMS.
• Authored documentation for system configuration and troubleshooting.
• Produced ad-hoc reports formatted in compliance with data quality standards. and maintained an ongoing schedule and documentation for all reporting procedures.

• As L1 and L2 support, we provide 24/7 support for web- and client-based applications, file and data feeds, and batch processes to prevent impacts on business.
• Accountable for developing and updating KBAs, test scripts, and user guides in accordance with SLAs and best practices.
• Manage mundane tasks (report creation and generation, access requests, and data updates) as well as monitor the shared mailbox and help lines, document processes, and so on.
• Testing patches and upgrades to or from the present application handling
• Delivered training on new and updated systems and software to stakeholders.
• Assessed and addressed integration issues related to system configuration, data, maps, and workflows.
• Used ServiceNow to track, maintain, and update trouble tickets.

• As an SF LMS administrator, I am held accountable for the testing, publishing, and overall upkeep of Orica's training materials and assets.
• Building and maintaining ad hoc reports
• Configuration of Job Profile Builder, families, roles, and the platform as a whole
• Completion of requests and providing solutions to incidents via ServiceNow
• Upholding and guaranteeing accuracy of employee data in the LMS.
• Established and administer user access levels across databases to safeguard sensitive data.
• Initiated the induction of new employees and provided ongoing orientation training.
• Worked with management to ensure compliance with organizational policies by providing guidance and recommending changes where necessary.
• Documented database intentions and requirements by authoring and upholding technical and functional specifications.

Administration and user support of various applications for diverse clients in different sectors comprise the following via the ticketing system and chat:

• User management (Update, monitor and purge if needed)
• Developed, implemented, and documented security programs and policies and monitored compliance across departments.
• LMS standard reporting
• LMS courses or curriculum management entails publicized scheduled offerings, assignment profiles, SOP updates and exams, content substitutions, instructor setup, and entering attendance data into LMS.
• Troubleshoot and diagnose LMS issues or errors.
• Develop work guidelines, quick reference documentation, and client-specific matrices.

Served as a primary point of contact for system administrative support duties performed in SumTotal's Pathlore and Delta Airline SuccessFactors Learning's future HCM platform.

• Manages courses, including but not limited to: developing and maintaining course information; creating classes and registering students; responding to inquiries about training courses; addressing authorization concerns; and reporting requests.
• Provided end-user support in investigating and solving LMS hosting and e-learning material difficulties.
• Implemented a comprehensive quality review using a test plan in collaboration with the instructional design team as they developed new training materials and customized courseware to meet the requirements of the organization.

Represent as a source of contact for users needing technical assistance.

• Represent as a source of contact for users needing technical assistance.
• Provided level 1 initial assessment and troubleshooting for both inbound and outbound concerns via scheduled call, email, chat, or ticketing system.
• Following the defined incident or case management process, record, track, and monitor incidents and service requests. Maintain a detailed record of each incident or case's description and resolution.
• Monitors ongoing background jobs and ensures that the issue at hand is resolved as soon as possible.
• Liaise with the client group and technical teams to address the cited difficulties.
• Implementing defined escalation processes, communicating issues to the relevant support team, and collaborating with assistance regarding outstanding technical issues.