William Grill
Roseville,MI
Summary
Proactive Trainer I and Computer Helpdesk Technician with extensive experience in mentoring, coaching, and technical support. Strong expertise in training needs analysis, course development, and troubleshooting technical issues, enhancing both staff productivity and customer satisfaction. Skilled in streamlining processes and fostering a culture of continuous learning.
Overview
12
12
years of professional experience
Work History
Trainer I
Stefanini IT Solutions
03.2016 - 08.2024
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Conducted comprehensive needs assessments for tailored training programs, enhancing employee performance.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Engaged with subject matter experts to ensure training content accuracy and relevance.
- Streamlined onboarding process, reducing new hire ramp-up time.
- Provided coaching and mentoring to employees.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Computer Helpdesk Technician
Stefanini Techteam
03.2012 - 03.2016
- Provided guidance on best practices related to system usage and security measures, reducing the number of incidents involving compromised data or accounts significantly.
- Enhanced customer satisfaction by efficiently troubleshooting and resolving technical issues for computer users.
- Continuously improved professional skills through training, certifications, and participation in relevant industry forums, ensuring up-to-date knowledge on emerging technologies.
- Provided exceptional remote support to users, utilizing remote access tools to diagnose and resolve issues effectively.
- Reduced downtime for end-users by promptly addressing hardware failures and performing necessary repairs or replacements.
- Served as a liaison between the IT department and end-users, fostering positive relationships through effective communication about technology-related concerns.
Education
Bachelor of Science - IT Security
Baker College
Clinton Township, MISkills
- New Hire Training
- Planning and coordination
- Public Speaking
- Creative Problem-Solving
- Group and individual instruction
- Course Planning
- Training Needs Analysis
- Interpersonal Communication
- Lesson Planning
- Subject matter expertise
- Course Development
- Materials Preparation
Timeline
Trainer I
Stefanini IT Solutions
03.2016 - 08.2024
Computer Helpdesk Technician
Stefanini Techteam
03.2012 - 03.2016
Bachelor of Science - IT Security
Baker College
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