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.


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
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

Assemble a Computer

(brand new course)

  • Curriculum development
  • Content development
  • Student exercises
  • Measures of success


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.



Contact me

If you have any questions feel free to contact me

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