Articulate 360
Godwin Xyrus Alavazo
Learning Experience Team Lead
Liloan, Cebu
Summary
A dynamic Learning Experience Architect with a proven track record at Lexmark Research & Development Corp., I excel in leveraging adult learning theory and e-learning development to enhance team performance and foster continuous learning. Renowned for exceptional communication and curriculum design skills, I've significantly contributed to innovative training solutions and organizational growth.
Overview
15
15
years of professional experience
Work History
Learning Experience Architect
Lexmark Research & Development Corp.
08.2024 - Current
- Lead team meetings to resolve technical and project issues and review project schedules.
- Maintained strong communication with requesters and cross-functional teams throughout the design process to ensure alignment between their vision and the final product.
- Researched learning strategies to determine appropriate selection for projects and address training needs.
- Applied creative problem-solving skills to address unique challenges in the architectural design process.
- Enhanced clarity of design intent through comprehensive documentation including analysis, design, development, implementation, and evaluation.
- Engaged in continuous professional development to stay abreast of emerging trends in learning and development.
Service Training Team Lead
Lexmark Research & Development Corp
05.2023 - 07.2024
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
Global TSC Training Specialist
Lexmark Research & Development Corp
10.2018 - 05.2023
- Responsible for improving and maintaining the performance of technical support and service technicians globally through high-impact instructor-led training combined with interactive online courses.
- Monitors training programs delivered by call center and service technician partners worldwide.
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Established a mentorship program to facilitate knowledge sharing between experienced employees and new hires, enhancing overall team performance.
Cebu TSC Training Specialist
Lexmark Research & Development Corp
08.2015 - 10.2018
- Spearheaded updates to existing training materials to maintain relevance with technical support department best practices and evolving needs.
- Designed interactive e-learning and classroom modules for technical support employees, expanding access to training resources and fostering a culture of continuous learning.
- Developed lesson plans, instructional materials and written practice tests for technical support training courses.
- Engaged with departmental leaders to analyze skill deficiencies and craft focused training solutions.
Software Technical Support Trainer
Lexmark Research & Development Corp
11.2014 - 07.2015
- Established a polished onboarding procedure for new employees, decreasing time in orientation sessions.
- Conducted regular evaluations of existing training programs, recommending updates based on top call drivers and new applications and solutions.
- Enhanced employee performance by designing and delivering targeted training programs.
Software Technical Support Case Controller
Lexmark Research & Development Corp
07.2014 - 01.2015
- Worked with various departments to create cohesive solutions for technical-related challenges.
- Established robust internal control framework, minimizing the ageing cases and ensuring compliance with open cases policy.
- Identify and escalate priority issues according to client specifications.
Level 1 Software Technical Support Representative
Lexmark Research & Development Corp
01.2013 - 07.2014
- 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.
Desktop Support - 1
Teletech Customer Care Management
01.2010 - 01.2013
- Administered end-user access rights while ensuring compliance with security standards.
- Engaged with diverse systems, software, peripherals, and a variety of applications.
- Optimized computer and printer performance through regular system diagnostics, repairs, and upgrades as needed.
- Improved helpdesk efficiency, developing knowledge base for common issues and solutions.
Education
Bachelor of Science - Business Administration
Cebu Institute of Technology University
Cebu City, Philippines 04.2001 -
Bachelor of Science - Industrial Engineering
Cebu Institute of Technology University
Cebu City, Philippines 04.2001 -
Bachelor of Science - Biology
Central Mindanao University
Maramag, Bukidnon, Philippines 04.2001 -
Skills
Onboarding programs
Learning management systems
Technical training
Facilitation techniques
Curriculum design
Adult learning theory
Needs assessment
Excellent communication
Software
Office 360
Skillsoft-Percipio
Adobe Premier Pro
Adobe Audtion
Timeline
Learning Experience Architect
Lexmark Research & Development Corp.
08.2024 - Current
Service Training Team Lead
Lexmark Research & Development Corp
05.2023 - 07.2024
Global TSC Training Specialist
Lexmark Research & Development Corp
10.2018 - 05.2023
Cebu TSC Training Specialist
Lexmark Research & Development Corp
08.2015 - 10.2018
Software Technical Support Trainer
Lexmark Research & Development Corp
11.2014 - 07.2015
Software Technical Support Case Controller
Lexmark Research & Development Corp
07.2014 - 01.2015
Level 1 Software Technical Support Representative
Lexmark Research & Development Corp
01.2013 - 07.2014
Desktop Support - 1
Teletech Customer Care Management
01.2010 - 01.2013
Bachelor of Science - Business Administration
Cebu Institute of Technology University
04.2001 -
Bachelor of Science - Industrial Engineering
Cebu Institute of Technology University
04.2001 -
Bachelor of Science - Biology
Central Mindanao University
04.2001 -
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