I have over 10 years experience in scoping, designing and delivering training services. My main areas of expertise are IT Service Management (ITIL), Technical IT and Soft skills.

OpenClassrooms

I have worked on curriculum and content matters for a number of online courses offered by OpenClassrooms.com. I am also designated as a student mentor and subject matter expert.

Course Work completed / roles
 Link
IT Support Technician
  • Student Mentor and Subject Matter Expert
  • Technical review of existing material and French - English translation
  • Update of technical topics and student project targets to align terminology and goals with ITIL framework
  • Update of student exercises to base them on ServiceNow
  • Student exercises: Update existing and create new
  • Measures of success
 https://openclassrooms.com/en/paths/347-it-support-technician

Assemble a Computer

(brand new course)
  • Curriculum development
  • Content development
  • Student exercises
  • Measures of success
 https://openclassrooms.com/en/courses/7132546-assemble-a-computer

TCSA

Here's a sample chapter from "Service Desk Professional", a course developed for first-line help desk teams as part of a series of courses covering the Support Staff, Team Leaders, Managers and IT Directors. Various subjects were covered; from telephone techniques, note taking and dealing with difficult customers through to capacity planing, business reporting and benchmarking.

Service Desk Professional (PDF)

 

Cookies

Contact me

If you have any questions feel free to contact me

2 + 8 =