Jacqueline Sedberry
Waco,Texas
Summary
Excellent written/verbal skills with experience in adult technical education.
Communication specialist with emphasis on customer experience.
Working knowledge of Bloom's Taxonomy.
Fifteen+ years of computer maintenance experience.
A+ Certified as of 08/01/11.
Extensive experience replacing parts on computers.
Extensive call center, customer service, and troubleshooting skills.
Audio/Video expert with knowledge of latest A/V technologies.
Commercial driving experience as a Federal Reserve Courier for four years.
Coachable, fast learner, team player.
Overview
9
9
years of professional experience
Work History
Instructional Technologist I
Texas State Technical College
05.2021 - Current
- Development of instructional web and media-based interactive learning objects to include tutorials, demos, and training modules as resources for stakeholders
- Provided real-time, live training and assistance to faculty on appropriate online tools
- Development of professional development opportunities for senior management, faculty, and staff on instructional tools and best practices for their use
- Provided technical support for all learning management system instructional initiatives to improve learning outcomes, facilitate technology-rich teaching, and advance curricular innovation
- Responsible for technical resolutions or workarounds to ensure ease of teaching success for faculty and students
- Collaboration with higher administrative entities to resolve college-wide system issues
- Responsible for internal functions as administrative entity in College’s learning management system
- Facilitated Student Online Learning Orientation and provided student support throughout process
- Created newsletters for other departments (such as PBE Mentors) and was a direct point of contact for their issues and training.
Instructor III/Supervisor
Conduent - AHA - America
10.2017 - 05.2021
- Management of the classroom in a virtual environment to ensure participation and learning
- Coaching, mentoring, and training of individuals of all backgrounds in technical issue resolution
- Effectively delivered methodology for group instruction and content mastery
- Content development and creation of efficient teaching methods and activities to bolster learning
- Knowledge of MacOS and iOS systems and applications
- Apple T3 Certified to teach technical support
- Senior Fraud Department experience and management.
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Boosted student performance by providing individualized support and targeted feedback.
- Initiated new learning methods, eliminating instructional gaps and improving comprehension.
Program Manager, Subject Matter Expert, Technical Support Agent
S2G Waco
11.2015 - 10.2017
- Management of Customer Service for Vtech line of products
- Coaching, mentoring, training, escalation resolution, quality management, and team guidance for team of call center agents/techs
- Strong customer service, listening, & problem solving skills - verbal & written
- Knowledge of Software such as Netsuite, Right Now, Oracle, Excel, Windows OS
- Worked closely with client to outline program goals and expectations
- Troubleshooting various issues such as network connectivity and loss of certain functionality
- Support of multiple products in Vtech phones and baby monitors
- Support of Audio/Video Receivers (for brands such as Denon, Marantz, Pioneer, and Onkyo)
- Customer service support to educate end user and provide satisfactory customer experience.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for team.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Provided both customer service and technical support for leading brands who have products in Audio, Wireless, Bluetooth Technology, High-end Audio Video Systems, phones, and baby monitors.
Tier 2 Senior Advisor/Supervisor
Kelly Services
05.2015 - 11.2015
- Senior Advisor; technical support
- Provided troubleshooting for products to include iPhone, iPad, iPod, etc
- 100% Customer Satisfaction, provided excellent customer service for customers in such a way as to make them promoters of products.
Education
A.A.S. in Computer Maintenance Technology -
Texas State Technical College
Waco, TX08.2012
Certificate of Completion in Computer Maintenance Technology -
Texas State Technical College
Waco, TX04.2011
Diploma -
Clifton High School
Clifton, TX05.1998
Skills
- Training Specialist
- Communications Envoy
- Instructional Technologist
- Program Manager
- Computer Technician
- Customer Service Expert
- Application support
- Remote Support
- Ticket management
- Software Installation
- Network configuration
- Incident Reporting
- Security Protocols
References
- Whitney Brown,
Education & Occupational Training Navigator Lead,
KRA Corporation,
(318) 458-2479
- Steven Flores,
Instructional Technologist/Mentor,
Texas State Technical College,
(956) 742-9046
- Kimberly Phillips,
Operations Manager,
Conduent AHA America,
(630) 338-3410
- Sean O’Neill,
Customer Service Manager,
Onkyo, Integra, Pioneer, NJ Headquarters,
(201) 785-2645
Additional Information
More professional/personal references upon request.
Timeline
Instructional Technologist I
Texas State Technical College
05.2021 - Current
Instructor III/Supervisor
Conduent - AHA - America
10.2017 - 05.2021
Program Manager, Subject Matter Expert, Technical Support Agent
S2G Waco
11.2015 - 10.2017
Tier 2 Senior Advisor/Supervisor
Kelly Services
05.2015 - 11.2015
A.A.S. in Computer Maintenance Technology -
Texas State Technical College
Certificate of Completion in Computer Maintenance Technology -
Texas State Technical College
Diploma -
Clifton High School
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