​​​​Troy Wilson​

Technical Training Specialist. Johnson Service Group, (Contract position)

2022 – Present (Client: Duke Energy)

• Identify learner needs, analyze and logically organize complex technical information, and transform complex bodies of information into professionally designed, engaging, and effective formats and programs

• Consult with SMEs and others to create instructor led, self-study, and computer based instructional content that effectively engages the learner, collaborate with content owners on updates, revisions, and maintenance of existing learning material

• Deliver training and development courses to a variety of different audiences

• Identify appropriate media and learning strategies/approaches; includes a variety of formats that achieve desired learning objectives

• Support and maintain SharePoint sites

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Technical Training Specialist. Collabera, (Contract position)

2019 – 2022 (Client: Duke Energy)

• Identify learner needs, analyze and logically organize complex technical information, and transform complex bodies of information into professionally designed, engaging, and effective formats and programs

• Consult with SMEs and others to create instructor led, self-study, and computer based instructional content that effectively engages the learner, collaborate with content owners on updates, revisions, and maintenance of existing learning material

• Deliver training and development courses to a variety of different audiences

• Identify appropriate media and learning strategies/approaches; includes a variety of formats that achieve desired learning objectives

• Support and maintain SharePoint sites

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Trainer/Content Developer. Staffactory. (Contract position)

​2019 - 2019 (Client: NCDHHS)

• Assisted in facilitating training courses for different modules of the Child Welfare section of NC FAST

• Collaborated with other department heads to revamp existing WBTs geared towards adult learning principles

• Assisted in creating mock cases within the NC FAST Sandbox environment to be used in the training courses throughout the state.

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Instructional Designer. AllTech Systems. (Contract position)

​2018 - 2018 (Client: Atrium Health)

 

• Collaborated with SMEs to address the Information Services' learning and development needs.

• Used instructional systems design methodologies such as ADDIE, SAM and adult learning theory, principles and concepts to develop training for doctors, nurses and ancillary medical staff using electronic medical records.

• Designed, developed, and evaluated learning content using a variety of methodologies and development approaches including but not limited to tutorials, job aids, reference material, audio and video scripts, storyboards, eLearning, mobile learning and micro-learning.

• Managed project timelines and resources to ensure deliverables are completed in scope and on schedule.

• Evaluated course effectiveness through end of course evaluations, participant comprehension, and operational metrics, making necessary content revisions.

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Training Specialist. Krispy Kreme Doughnut Corporation.

​2016 - 2017

 

• Design, deliver, and evaluate training and development programs by utilizing blended learning methods (instructor-led, e-learning, video, etc.) to support corporate initiatives, which resulted in 8.9% drop in wasted product and 12% decrease in labor cost for processors.

• Storyboarded, setup, and shot various types of videos used for companywide training, streamlining video shooting process and reducing wasted labor and time.

• Created American Institute of Baking (AIB) awareness video, achieving 100% success rate in passing AIB audits.

• Plan, lead, and facilitate classes on History, POS troubleshooting, and Rewards App classes for General Manager / Assistant General Manager (GM / AGM) training courses held throughout the year, which helped reduce downtime and improved customer experience.

• Optimize existing literature on production, processing, beverage, equipment, and management training.

• Produced voiceover work used in training videos, providing acting voice for several projects and also utilizing audio editing software for producing final product.

• Maintained and updated technical equipment used by the training team, including video cameras, laptops, iPads, and projectors, ensuring efficient utilization.

• Preserved and revised training website used during AGM / GM training course, ensuring all content was accurate and in line with each days lesson plans.

 

Technical Training Instructional Designer. Gilbarco Veeder-Root

​2013 - 2015

 

• Designed and developed training curriculum using PowerPoint, Adobe Creative Suite, and Camtasia, certifying technicians to work on specific facets throughout the fueling industry.

• Setup and operated various video, sound, and lighting equipment for recording or streaming corporate events.

• Managed multiple programs, addressing high complexity and multiple system integration, including mechanical, hardware, software, remote diagnostics, and 3rd-party support.

• Provided up-training and onboarding process for new team members, enabling effective onboarding for all personnel.

• Conducted performance-rated audits on current Certified Trainers nationwide, ensuring that information Certified Trainers were training was accurate as well as methods of teaching were effective.

• Utilizing ADDIE model and Voice of the Customer (VOC), scoping out detailed training requirements.

 

Tier III Support Analyst. Gilbarco Veeder-Root.

​2010 - 2013

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• Addressed all different roles that all Tier III agents performed, including:

  • Dashboard – Resolving technical escalations.

  • Floor Support – Providing technical support to Support Center Tier 2’s.

  • Phone Support – Offering technical assistance to customers when needed.

  • Trainer – Assisting in training of new agents or continual up training for existing agents when needed.

• Auditor

  • Utilized strict guidelines and audited logged calls in SMS (proprietary call logging system) for accuracy and proper troubleshooting on a weekly basis, performing 30 audits per agent per month.

• Content

  • Supported development, creation, and implementation of content for incorporating into “widgets” in SMS.

  • Helped design, create, and implement SOPs for Agents to use as guidelines when troubleshooting specific instances laid out in the SOP.

• Other Responsibilities

  • Handled Supervisor calls when supervisors were not available on the floor at the time of the call.

  • Assisted in controlling labor costs on the floor during holidays or during inclement weather when supervisors were either not scheduled or unable to be there physically.