Jacqueline Viles Fetterolf
Crozet,VA
Summary
Dynamic Technical Training Manager with a proven track record at Casella Waste Systems, Inc., enhancing technical skills and productivity through innovative e-learning and hands-on workshops. Expert in virtual training and e-learning development, coupled with exceptional communication skills, I increased training effectiveness by tailoring programs to diverse learning styles. Achieved continuous improvement in training outcomes, demonstrating a strategic approach to professional development and technology integration.
Technical training professional with strong track record in designing and implementing effective training programs. Focused on team collaboration and achieving measurable results. Reliable and adaptable, ensuring alignment with changing organizational needs and goals.
Overview
19
19
years of professional experience
Work History
Technical Training Manager
Casella Waste Systems, Inc.
09.2013 - Current
- Managed budgets for technical training programs, optimizing resource allocation for maximum impact.
- Developed customized e-learning modules to accommodate remote employees and diverse learning styles.
- Enhanced employee technical skills by developing comprehensive training programs and materials.
- Facilitated hands-on workshops focused on specific technical tasks or tools, allowing participants immediate practical application of learned concepts.
- Evaluated the effectiveness of training programs, making adjustments as needed to ensure continuous improvement.
- Bridged knowledge gaps by creating accessible resources such as job aids, quick reference guides, and instructional videos for employees'' self-paced learning.
- Oversaw technical documentation, instruction and evaluation to meet IT education initiatives.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Acted as second-tier technical resource for helpdesk and assisted with answering technical questions.
- Cultivated customized curriculum and course content to address organizational technology training mandates.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Conducted training courses and prepared videos for long-term use.
- Assisted in the selection and implementation of new software applications, ensuring seamless integration with existing systems.
- Tested all training software and hardware prior to commencing training programs.
- Contributed to the development of IT policies and procedures, fostering a secure and efficient technology environment.
Help Desk Coordinator III
Green Mountain Power
09.2010 - 09.2013
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Used ticketing systems to manage and process support actions and requests for future reference.
- Managed high levels of call flow and responded to Tier 1 and 2 IT technical support needs to non-technical internal users through phone and desk side support services.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Implemented strategies to reduce the frequency of recurring problems, resulting in fewer help desk calls.
- Supported remote employees by managing VPN access requests, simplifying their offsite connectivity experience.
- Proactively identified potential technology-related issues before they escalated, minimizing downtime for end users.
- Served as a liaison between IT team and users, fostering effective communication and collaboration.
- Prepared references for users by writing clear operating instructions.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
IT System Support Analyst
Casella Waste Systems, Inc.
09.2005 - 09.2010
- Developed comprehensive documentation, improving knowledge transfer among team members.
- Enhanced system performance by optimizing software configurations and implementing updates.
- Leveraged automation tools to streamline routine tasks, allowing more time for high-priority projects.
- Collaborated closely with developers to identify root causes of application errors, leading to prompt issue resolution.
- Reduced downtime for critical systems by proactively monitoring and resolving issues.
- Effectively communicated complex technical concepts to non-technical staff members for better understanding of IT processes.
- Provided exceptional technical support, addressing user concerns efficiently and professionally.
- Administered user accounts effectively, providing appropriate access levels based on organizational roles.
- Collaborated with cross-functional teams to implement system upgrades and enhancements seamlessly.
- Optimized network connectivity by monitoring performance metrics and implementing necessary adjustments.
- Contributed to successful project completion through thorough testing and validation of system components.
- Implemented effective security measures to safeguard sensitive data and prevent unauthorized access.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
Education
Associate of Science - Travel/Tourism And Business Management
Bay State College
BostonSkills
- Virtual training and E-learning development
- Strong professional presentation demeanor and training delivery skills to large and small groups
- Teamwork and collaboration skills: Attention to detail, active listener, analytical thinking, needs assessment
- Strong personal traits: Self motivation, relationship building, adaptable, reliable, Problem-solving abilities
- Excellent and effective verbal and written communication and content development
Accomplishments
- Collaborated with the business and developers in the development, implementation and training of system applications IPak v4 (WRJ), CORE, CRM, and Service Management.
- Managed the roll out, training, and support of Lotus Notes to Outlook, SharePoint, Cisco Webex, MS Teams, MS CRM, KnowBe4 Security Awareness program, Cisco VPN, and GoCanvas.
- Provided training tools such as Learning Paths internal onboard and continuous training and KnowledgeWave business software and skill training.
- Used Microsoft Excel to develop training tracking spreadsheets.
- Resolved product issue through quality assurance testing.
Timeline
Technical Training Manager
Casella Waste Systems, Inc.
09.2013 - Current
Help Desk Coordinator III
Green Mountain Power
09.2010 - 09.2013
IT System Support Analyst
Casella Waste Systems, Inc.
09.2005 - 09.2010
Associate of Science - Travel/Tourism And Business Management
Bay State College
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