DavidWald

Learning Science in Training Delivery Certification

• Comprehension on how the adult mind processes information and retains.
• Methods for rapid cognitive retention.
• Developing content for kinesthetic, auditory, visual, and reading/writing learners.
• Delivery concepts for long-term memory.

Essentials of Brain-Based Learning Certification

• Apply brain science concepts to delivery strategies in the learning environment.
• Apply techniques that address learners’ variations in preferences and cognition.

Designing Virtual Training Certification

• Apply learning theories and models, the steps of ADDIE, and the needs assessment process to virtual learning events.
• Identify behavioral outcomes and create learning objectives for virtual learning events.
• Apply the elements of the course design process, as well as design, curate, and develop content for virtual learning environments.
• Identify design thinking and rapid prototyping techniques for virtual course design activities.
• Apply various methods of course and process evaluation to your virtual course design activities.
• Determine your level of future readiness in virtual instructional design and develop a plan for continued learning.

Training Certification

• Select the appropriate mix of learning modalities to support specific contexts, learners, and learning objectives in both formal and informal learning settings
• Identify the logistical tasks necessary to create a classroom environment that is conducive to effective face-to-face learning.
• Create facilitation plans that prepare you for a successful learner-centered event
• Apply brain science to delivery strategies that address various learner preferences and cognitive needs in the learning environment
• Select learning methods to support a variety of learning preferences to reach the desired learning outcomes
• Demonstrate adult learning principles and effective facilitation techniques to assess and ensure a safe, comfortable, and supportive learning environment
• Utilize a variety of facilitation techniques to create a professional and engaging learning experience
• Use a variety of techniques to engage participants, communicate effectively, and manage group dynamics and behaviors during an event
• Summarize techniques that can be used to develop and evaluate a variety of course materials designed with the learner and the learning objectives in mind
• Apply best practices when selecting informal learning networks and tools to meet the needs of an organization

Flipped Classroom Certification

• Makes the classroom an active learning environment
• Enables students to learn at their own pace
• Gives the instructor more time to teach each student individually
• Focuses on higher-level learning through exploration and application of new ideas in the classroom
• All lecture-based learning occurs self-paced outside the classroom.

Facilitation Skills Certification

• Define desired outcomes for the facilitated session.
• Recognize group dynamics and behavioral styles.
• Apply techniques to demonstrate confidence and command attention.
• Ask appropriate probing and thought-provoking questions.
• Apply idea-generating and decision-making tools and methods.
• Apply conflict/difficult dialogue strategies.

Test Design and Delivery Certification

• ACT Standardized test writing
• Processing and performing needs analysis for effective question banks
• Writing legally sound tests (good for use in ex-employee law suits)
• Identifying and resolving test item issues that interfere with the cognitive load of the learner.

Presentation Skills Certification

• Effective body-language and speaking skills for learning professionals
• Communication simplification for easy comprehension
• Environmental factors that create safe learning environments
• Moving with a purpose and how to regain the attention of the learner
• Reading the learner's body-language and interactions to properly adjust the pace and delivery of the content

Cisco Certified Network Associate (CCNA)

Credential: 415184658865FPAM

Web Design Certification

• Developing web content using the HTML 5 coding language
• Stylizing site content with Cascading Style Sheets (CSS) coding
• Animation and interaction through jQuery coding
• SQL database development
• PHP coding for SQL table delivery and dynamic content implimentation

Sr. Learning Consultant

Primary Responsibilities: • Training Technical Service/Product knowledge in classroom, seminar & webinar environments • Support a student base of 1800 students • Track student scores/activity in an online LMS • Running product certification classes • Building IDPs (Instructional Design Plans) • Designing online training modules & quizzes through Articulate • Building PowerPoint training decks and writing training books, labs, exercises and tests • Fostering communications w/ executive/mgt staff • Taking complicated technology concepts and simplifying them to meet the needs of sales, support & provisioning channels. Previously Held Positions (Promotion Timeline): • Customer-Facing Technical Support Tech I • Customer-Facing Technical Support Tech II • Solarwinds Proactive Support Tech II • Premier (VIP) Accounts Technical Support Agent II • NOC Data Technician II • Learning Consultant III Primary Responsibilities of Previous Positions Included: • Troubleshooting & Repair of Data, MPLS, POTS, VoIP, and Web services • Transport troubleshooting on POTs, DSL, T1, T3 & EoX circuits • Customer Equipment Maintenance on Cisco and Adtran devices • Phone & Email communications • Telecommunication troubleshooting and repair via BroadSoft, 5ESS, DMS and LCS switches • Concierge level technical support for VIP customers billing up to $750,000 a month • Monitoring and managing Cisco/Juniper/AdTran & other network devices proactively via NetCool • Verifying functionality of new and current devices implementations in the network • Directing fixes on network elements between all departments and vendors involved • Building support and communication tools (via HTML5, PHP, and SQL) to strengthen the company's support team and company tools • Providing upper-level support to customer-facing support techs

Operations Manager & Training Specialist

Primary Responsibilities: • Managed and motivated a team of 17 employees • Reviewed employee stats to determine strengths to commend and weaknesses to coach on • Performed call quality scoring and reviewing with my agents • Handled management escalations • Assisted team members with difficult technical issues • Trained and coached employees on new process, procedures, and services Previously Held Positions: • DSL Technical Support Agent (Tier 1 Technician) • DSL Technical Support Service Lead (Tier 1 Service Lead) • DSL Technical Trainer and Tool Developer (Tier 1 Trainer) Primary Responsibilities of Previous Positions Included: • Customer Ticketing • Agent point of contact for assistance • Troubleshooting and Repair of DSL and Web services • Trained classes in multiple new call centers (Little Rock AR, Reno NV, Las Vegas NV) • Developed multiple processes and web tools to make job functions more efficient • I was in the first ever class in the Las Vegas center • I scored highest in class for the training final exam and was picked to take the centers first ever call

Director of Operations & Marketing

Primary Responsibilities: • Managed and motivated a team of employees in an outbound call center environment • Reviewed employee stats to determine strengths to commend and weaknesses to coach on • Continued to build and maintain the company website and all marketing/product designs • Was awarded best ad design of 2007 by Chiropractic Economics Previously Held Positions: • Corporate Web/Graphic Designer • Product Manager Primary Responsibilities of Previous Positions Included: • Coordinated shipping of products for online sales • Built and maintained the company website and all marketing/product designs • Was awarded best ad design of 2007 by Chiropractic Economics • Agent point of contact for assistance • Developed multiple processes and web tools to make job functions more efficient

Technical Support Agent

Achievements: • Assisted management with software implementation. • Learned about and how to fix many electronics. Primary Responsibilities: At Philips & Magnavox, I was responsible with providing advanced instructions and technical resolutions via phone support. Products included televisions (LCD, CRT, DLP and Plasma), DVD players, DVR boxes, high end (Pronto) remotes, stereos, MP3 players, portable DVD players, and more. It was also our job to troubleshoot and beta test new televisions.

Technical Support Tier 2 Email/TTY Specialist

Achievements: • I learned everything about mobile devices and networks inside-out. (Service Side and Equipment Side) • I beta tested some of the most widely used Nokia devices ever made to include the Nokia N-Gage, 3600 Series, and 9100 Series. • I was promoted 6 times based on my skills and ability to learn quickly. Primary Responsibilities: At Nokia, I started out as a basic customer support rep answering simple questions about how to use a cell phone. I was promoted to TTY (Teletype) agent, where I communicated with the hearing impaired, with regards to the TTY mobile keyboard. After a few months, I was asked to test for email support. I passed the grammar and punctuation test and was trained on corporate writing. Shortly after, I applied to Tier 2 technical support. I was tested on technical ability and troubleshooting skills and passed with flying colors. In this position, I answered more technical questions and dealt with fixing complicated issues. I then was asked to fill a position on the Tier II email team (a team of 6) and gladly accepted. In this position I answered complicated mobile questions in corporate letter format and also beta tested new model phones. Some of which were for foreign release. Previously Held Positions: • Customer Service Representative • TTY Operator • Online E-mail Support Agent • Tier II Technical Support Agent • Tier 2 Online Email Support Agent • Beta Tester

Technical Support Representative

Primary Responsibilities: At AOL, I was responsible with providing advanced instructions and technical resolutions via phone support for AOL internet services and connectivity.