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Lee Ulsas
Yorktown,Virginia
Summary
Detail-oriented professional with over a decade of experience in instructional design, content development, and learning management. Expertise in leveraging cutting-edge AI tools to streamline the development process and manage the end-to-end creation of impactful learning assets. Committed to aligning training initiatives with business objectives through the conceptual design of training assets, including well-defined learning objectives and high-level storyboards. Proficient in crafting comprehensive designs that encompass engaging activities, assessments, and reinforcement strategies across diverse modalities.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Instructional Design Consultant
Experis
Yorktown, VA
08.2025 - Current
- Head a specialized three-person team in the rapid development of training materials for a high-impact, confidential "dark project" with aggressive timelines.
- Integrate advanced AI tools and Large Language Models into the development workflow to accelerate content creation, scripting, and asset generation while maintaining high instructional standards.
- Manage the end-to-end instructional design lifecycle, encompassing initial course design, content creation, rigorous editing, and quality assurance testing.
- Facilitate trainer readiness by preparing and mentoring delivery staff to ensure seamless implementation of new curricula.
- Spearhead a post-course refresher initiative, maintaining candidate readiness and knowledge retention during transition periods.
- Monitor program execution and real-time performance data to identify and implement immediate content refinements.
Instructional Design Consultant, Global Learning & Development
Verizon
Yorktown, VA
09.2020 - 08.2024
- Devised dynamic learning solutions tailored to business objectives for both regional and national training programs.
- Designed and developed comprehensive training materials, graphics, and design documents.
- Prepared storyboards and outlines for content development, ensuring alignment with learning objectives and business requirements.
- Selected appropriate delivery methods and media to support the development of human performance and testing of competencies.
- Formulated objectives and created comprehensive materials for various leadership, sales, regulatory, and technical needs.
- Prepared and structured tests and practical application exercises to serve as reliable indicators of learned task performance.
- Performed formative and summative evaluations, including pilot studies, to assess training effectiveness.
- Revised training versions based on feedback from reviews and data obtained during pilot testing.
- Developed plans for piloting training experiences and generated reports of pilot studies for final product refinement.
- Collaborated closely with stakeholders to identify priorities, design impactful training, and curate performance support solutions.
- Orchestrated and executed innovative learning strategies while communicating findings/results to internal stakeholders.
- Developed and implemented training programs and simulations for various systems used within Verizon, including products, people management systems, provisioning, and data ticketing systems.
- Enhanced operational efficiency and the proficiency level of associates, thereby contributing to the organization's success.
- Spearheaded the initial development, delivery, and reinforcement of new support systems to Verizon Consumer Group Fios Tech Support.
- Designed and curated system-based simulation questions for the revamped Verizon Consumer Group Fios Tech support New Hire program testing.
- Led the planning, conversion, and development of the Fios Customer Service Evolution with Elevate program while ensuring alignment with training objectives, assessing comprehension of critical concepts, and ensuring successful program implementation.
- Monitored the effectiveness of training programs to identify opportunities for improvement.
- Demonstrated effective communication, collaboration, and teamwork with cross-functional teams to achieve project goals.
Senior Trainer, Global Learning & Development
Verizon
Newport News, VA
08.2014 - 09.2020
- Handled all aspects of the training process from scheduling to conducting post-course evaluation.
- Supported day-to-day training initiatives to promote the growth and development of 1000+ Verizon employees, serving as a key component of training interventions.
- Offered in-person training sessions to several leaders and associates, imparting critical skills and relevant knowledge.
- Facilitated highly engaging and interactive learning solutions across a broad training curriculum catering to capacity building needs within sales, systems, product, and leadership teams while evaluating individual training effectiveness.
- Completed and delivered "train-the-trainer" certifications, fostering peer development and ensuring continuous learning.
- Drove tangible results by connecting learning initiatives to business priorities and reporting the outcomes to leadership.
- Onboarded 78% of all customer support new hires to support the aggressive expansion of the Silver Spring Fiber Customer Support branch.
- Increased overall efficiency, records management, and reports accuracy by optimizing delivery team process and software.
- Taught Fios new hire tech support training before expanding the team to support all Fios Fiber Customer Support Analyst (FCSA) and Fiber Network Technician (FNT) training efforts.
- Onboarded and facilitated instruction of over 500 new-hire associates in a classroom environment on how to execute customer service and network maintenance.
Fiber Network Technician (FNT)
Hampton Fiber Solution Center, Verizon
Newport News, VA
10.2012 - 07.2014
- Handled Tier 2 triage trouble reports, identifying faults, implementing solutions, and dispatching technicians as necessary.
- Resolved issues related to fiber-based voice, data, and video services to ensure customer satisfaction and work efficiency.
- Delivered comprehensive offline and online support to over 1000 Fiber Customer Support Analysts and Field Technicians.
- Offered support of the first wave of FNTs transitioning from the Maintenance Control Office to work at the newly opened Silver Spring Fiber Solution Center.
- Supported Fios Field Technicians in installing and configuring fiber optic systems, troubleshooting and repairing faults in the fiber optic network, performing routine maintenance, and complying with industry safety and quality standards.
Education
Master of Science - Instructional Design
Saint Leo University
Saint Leo, FL08-2025
Bachelor of Science - Information Systems
Saint Leo University
Saint Leo, FL04-2013
Associate of Applied Science - Information Systems
Wayne Community College
Goldsboro, NC12-2000
Skills
- Curriculum design and implementation
- Instructional writing expertise
- Project scoping expertise
- Stakeholder relationship management
- Consistent process optimization
- Customer service expertise
- AI-Assisted Content Development
- Technical and Performance Support
- Training facilitation
- Career growth strategies
- Program Evaluation and Maintenance
- Virtual team engagement
- Content Development and Publication
- Technical support expertise
- eLearning course design
- AI and generative design tools
- Instructional Design & eLearning: Articulate Storyline 360/Rise 360, Adobe Captivate, Camtasia, Snagit, Skilful, and Learning Album
- Creative Suite & Multimedia: Adobe Creative Cloud (Photoshop, Illustrator, InDesign), Kryon Studio, and video/image editing
- Programming & Automation: HTML/CSS, Google Apps Script, and VBA (Excel macro automation)
- Productivity & Collaboration: Microsoft Office Suite (Expert Excel/Word), Google Workspace, Workday, Slack, and MS Teams
- E-learning design
- Collaborative learning
- Adaptive learning
- Instructional strategies
- Adult learning theory
Certification
- Articulate Storyline Essential Training, LinkedIn July 2022
- ELearning Essentials: Storyboarding, LinkedIn July 2022
- Working Remotely, LinkedIn March 2020
- The Neuroscience of Learning, LinkedIn April 2019
- Adobe Captivate Essential Training, LinkedIn March 2019
- Learning Articulate Storyline 360 (2017), LinkedIn March 2019
- TEACH for Experienced Trainers, Verizon October 2018
- Effective Training Delivery Certificate, Verizon August 2016
- The Verizon Virtual Trainer: Basics and Next Level, Verizon February 2015
- CompTIA Network+, CompTIA August 2001
Timeline
Instructional Design Consultant
Experis
08.2025 - Current
Instructional Design Consultant, Global Learning & Development
Verizon
09.2020 - 08.2024
Senior Trainer, Global Learning & Development
Verizon
08.2014 - 09.2020
Fiber Network Technician (FNT)
Hampton Fiber Solution Center, Verizon
10.2012 - 07.2014
Bachelor of Science - Information Systems
Saint Leo University
Associate of Applied Science - Information Systems
Wayne Community College
Master of Science - Instructional Design
Saint Leo University