Learning design · eLearning development · New Brunswick
I write training for technical support teams.
I have taken those calls myself. Six years in support, the last four building the onboarding, job aids and troubleshooting guides that agents use while they are working.
I translate ideas to learning experiences.
Often the most useful thing I can build is a one-page guide sitting next to the thing people are already looking at.
Work
The courses themselves belong to my employer, so they are not published here. What I can do is describe the problem, what I built, and what to ask me about.
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2022—
Training and quality, remote technical support
The problem
The knowledge exists on a support floor, but it lives in the person sitting next to you, in a ticket from three months ago, and in a procedure nobody opens while a customer is waiting.
What I built
Onboarding content for new agents, process and procedure documentation, and the troubleshooting guides agents keep open during a call. I run quality assurance on interactions as well, which is how I find out whether any of it landed.
What changed
The fix-rate and escalation numbers are my employer's, so they stay off this page. Ask me about them and I will walk you through what moved and how it was measured.
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2020–22
Repair agent, remote technical support
The calls I now write training for involve remote repair, diagnostics and client tutoring across Windows, Mac and mobile. I worked up through the agent levels before moving into development, which is why the training is written by someone who has taken the call.
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2018–19
Historical interpreter, print shop
Two seasons, May to October, in a replica nineteenth-century print shop: I researched my character and the trade, set type, ran the presses, and explained all of it to tour groups, school classes and campers 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.
Before any of this I studied Canadian politics and history, with filmmaking and video game development alongside it. That shows up in how I build modules: pacing, a story that earns the next click, and interactivity that is doing something rather than decorating.
I am certified in Articulate's AI Assistant for Storyline and Rise, with four years of building training behind it. Right now I am taking a continuing-studies course in instructional design, covering needs analysis, assessment design and the ADDIE model.
Education & certification
- 2026 Articulate AI Assistant certification: Storyline and Rise
- 2026 Continuing-studies course in instructional design: needs analysis, assessment design, ADDIE
- 2017–2020 Undergraduate studies in Canadian politics and history, with filmmaking and video game development
Contact
I am open to full-time learning-design roles and to contract eLearning or documentation work. If you have a training problem you have not solved yet, I would like to hear about it.
New Brunswick · Atlantic time · LinkedIn carries the full work history