Learning design · eLearning development · New Brunswick
I translate ideas to learning experiences.
Six years in technical support, the last four writing and delivering training for the agents who take those calls. Before that, a print shop in a living-history village, explaining nineteenth-century printing to whoever came through the door.
Work
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2022—
Training and quality, remote technical support
I onboard new agents, write and deliver training content, run quality assurance on support calls, and look after the documentation: the process and procedure notes, plus the troubleshooting guides agents keep open while they work. I started on those calls myself in 2020 and worked through the repair-agent levels before moving into development, which is why the training tends to be written by someone who has taken the call.
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2018–19
Historical interpreter, print shop
Seasonal work in a replica nineteenth-century print shop at a living-history village: I researched my character and the trade, set type, ran the presses, and explained all of it to tour groups, school classes and summer camps of every age. Standing in front of a room and noticing when you have lost it is a skill I still use every time I deliver training.
About
I came up through the work I now write training for: sales counter, repair agent, then technical development. That route means I write for the person mid-task rather than the person taking a course. Often the most useful thing I can make is a one-page guide sitting next to the thing they are already looking at.
I studied Canadian politics and history before this, which is where the history habit comes from. Since 2026 I have been studying instructional design formally, and I am certified in Articulate's AI Assistant for Storyline and Rise.
Education & certification
- 2026 Continuing-studies course in instructional design: ADDIE, assessment and needs analysis
- 2026 Articulate AI Assistant certification: Storyline and Rise
- 2017–2020 Undergraduate studies in Canadian politics and history, with filmmaking and video game development
- 2017 Distinguished Achiever Award, City of Saint John
Contact
I am glad to talk about training, documentation or eLearning work, including problems you have not solved yet. LinkedIn is the best way to reach me, and it carries the full work history with employer and institution names.
New Brunswick · Atlantic time