Tabitha Harvey
Summary
Dynamic Support Enablement Manager with a strong background in staff training and development. Skilled in technical documentation, training program coordination, and training content creation; dedicated to driving effective continued learning, and change management strategies.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Support Enablement Manager
Autodesk
Remote, IL
03.2024 - 01.2026
- Develop and manage all product-related training programs for the EBCS Support team, ensuring materials are high-quality, engaging, and accessible for diverse learning styles and formats.
- Assess training needs continuously, and update enablement materials to maintain accuracy, relevance, and effectiveness.
- Evaluate training program effectiveness through feedback, performance metrics, and learner outcomes.
- Collaborate with quality teams, subject matter experts, and stakeholders to refine and improve enablement content.
- Head change management program to keep support teams updated on current software releases ad hoc and from bi-monthly product scheduled launches
- Apply strong project management skills to prioritize, manage multiple initiatives, and meet tight deadlines.
- Stay current with advancements in instructional design and educational technology through ongoing professional development.
Support Specialist (Tier 2 & Training)
Autodesk
Remote, IL
09.2019 - 03.2024
- Deliver advanced technical support for Autodesk Construction Cloud products, including Build, Docs, Takeoff, Estimate, BuildingConnected, and Administration.
- Provide technical assistance for additional Autodesk products, such as Revit, BIM 360, Civil 3D, Fusion, and Forma.
- Design and deliver Tier 1 Support training programs for new product releases to enhance onboarding and continuous learning workflows.
- Lead data-driven process improvement initiatives to increase efficiency and streamline support operations.
- Partner with product managers and engineers to deliver actionable feedback that informs feature development and training resource creation.
- Collaborate on third-party integrations to enhance user experience, and ensure seamless system interoperability.
Senior Team Lead
Snapsheet
Chicago, IL
03.2019 - 08.2019
- Managed the Customer Success Administrative Team, overseeing all customer-facing communication and workflow updates.
- Directed daily operations, including carrier, customer, and repair facility communications; file health troubleshooting; total loss evaluations; and supplement support administration.
- Drove team optimization and skill development through group and individual coaching sessions, informed by QA feedback and productivity metrics.
- Developed and led learning and development initiatives by creating training materials, delivering presentations, coaching team members, and conducting performance follow-ups.
- Cross-trained team members across multiple specializations to enhance flexibility, coverage, and operational efficiency.
- Partnered with IT and product teams to identify and implement technology solutions that streamlined manual workflows.
- Ensured carrier understanding of internal processes through regular communication and alignment sessions.
- Collaborated with the Knowledge Management team to improve documentation quality by streamlining existing knowledge base content, and developing new specialized articles.
- Served as the subject matter expert in total loss administration and salvage vendor file handling.
Technical Lead
Snapsheet
Chicago, IL
06.2016 - 03.2019
- Possess strong operational knowledge of end-to-end workflows, carrier-specific processes, and procedures to ensure timely and efficient file closure.
- Coach peers on best practices to improve the accessibility of information, efficiency, and overall effectiveness.
- Manage the resolution of escalated and complex files, ensuring accuracy and customer satisfaction.
- Demonstrate expertise in performance management, providing tailored feedback and coaching to enhance team performance.
- Design, create, and implement training materials covering total loss processes, carrier-specific workflows, and general operational procedures.
- Develop and maintain resource materials for the company's knowledge base, collaborating across departments to ensure content accuracy and alignment.
- Oversee scheduling and performance management for a specialized administrative team.
- Act as the primary point of contact for carrier-specific training, continued education, and process-related support.
Corporate Care Specialist
GrubHub
Chicago, IL
02.2014 - 12.2015
- Serve as a liaison between restaurant and catering partners, and corporate clients, to ensure seamless communication and issue resolution.
- Act as the primary point of contact for clients, partners, and internal departments via HelpScout, Salesforce, and phone communication (inbound/outbound).
- Handle billing, order confirmation, and coordination of corporate catering, and group orders.
- Manage account maintenance and troubleshoot technical issues for restaurant and corporate dining partners.
- Maintain and update restaurant menus, pricing, and operating hours across platforms.
Education
Bachelor of Arts - Media And Communication
DePaul University
Chicago, IL06-2007
Skills
- Project management
- Technical documentation
- Staff training and development
- Policy and procedure development
- Change management
- Training & Development
- Knowledge base development
- Knowledge management
- Training tools and resources
- Training program coordination
- Onboarding training programs
- Creative storytelling
Certification
Educating Adults Certificate - DePaul University 2025
Accomplishments
Support Team Member of the Year, 2021
Software Proficiencies
- Adobe Creative Cloud: Photoshop, Premiere Pro, Media Encoder, InDesign, Acrobat, Captivate
- Articulate 360: Storyline, Rise
- Atlassian: Confluence, Jira,
- LMS/Knowledge Management Platforms: Degreed, LinkedIn Learning, Knowledge Owl
- Data & Collaboration: PowerBI, SharePoint, Slack, Zoom/ZVA
- Project Management: Asana, Airtable, Miro, Smartsheet
- CRM: Salesforce, Zendesk
- Microsoft Office Suite
- Windows and iOS technical proficiency
Timeline
Support Enablement Manager
Autodesk
03.2024 - 01.2026
Support Specialist (Tier 2 & Training)
Autodesk
09.2019 - 03.2024
Senior Team Lead
Snapsheet
03.2019 - 08.2019
Technical Lead
Snapsheet
06.2016 - 03.2019
Corporate Care Specialist
GrubHub
02.2014 - 12.2015
Bachelor of Arts - Media And Communication
DePaul University