Adria Connell

Learning content developer with 10+ years of experience creating instructional content, job aids, knowledge base articles, and procedural documentation across corporate and educational environments. Experienced partnering with SMEs to capture institutional knowledge and translate it into clear, structured learning materials across multiple formats. Manages and governs enterprise knowledge systems supporting field teams across 2,500+ locations.

Background in K-12 and university instruction provides a strong foundation in adult learning principles, lesson planning, and assessment design. Actively building eLearning authoring skills in Articulate 360/Rise/Storyline and iSpring Suite. Proficient in PowerPoint, SharePoint, and Microsoft 365. Strong written and verbal communicator with hands-on experience across the content development lifecycle.

Bilingual

English/Spanish.

Learning Content Developer / Technology Specialist Sr. at PNC Bank (2021-01 – Present)

• Develop and maintain job aids, storyboards, and procedural documentation supporting hundreds of learners across 2,500+ bank branch locations, ensuring materials align to learning objectives, branding standards, and accessibility requirements
• Collaborate directly with other SMEs and operational stakeholders to capture institutional knowledge and transform it into clear, structured learning materials across multiple formats and modalities
• Support governance of enterprise knowledge assets, documentation standards, and operational processes to ensure accuracy, consistency, and adoption across technology support operations
• Test and QA training content prior to launch, verifying functionality, accuracy, and alignment to course objectives before distribution to field teams
• Analyze stakeholder feedback, operational requirements, and documentation gaps to improve knowledge resources and performance support materials
• Maintain course files, training assets, and documentation in SharePoint, supporting version control, content updates, and publishing workflows across the organization
• Apply AI tools including Claude, Microsoft Copilot, ChatGPT, and Google Gemini to accelerate content drafting, documentation workflows, and narration integration into eLearning deliverables
• Serve as ServiceNow Knowledge Administrator and operational process SME, ensuring documentation reflects current workflows and supports standardized execution at scale
• Lead biweekly virtual sessions for Technology Field Services colleagues, communicating new knowledge base articles, Break Fix procedures, and governance policy updates
• Conduct needs assessment and workflow analysis to identify performance gaps and determine appropriate learning modalities, ensuring solutions align to operational requirements across 2,500+ branch locations
• Develop content in a regulated financial services environment, ensuring all learning materials meet organizational compliance standards, quality review cycles, and documentation governance requirements

Instructor — Spanish, English & ESL at Public Schools & Universities, AL, AZ & IN (2001-01 – 2015-12)

• Designed curriculum-aligned instructional materials, lesson plans, and assessments for diverse learner populations across K–12 and university levels
• Applied adult learning principles and differentiated instruction strategies, adapting content for varied audiences including ESL learners and adult students at the community college and university level
• Built and updated PowerPoint decks for both classroom and virtual instructor-led training
• Collaborated with educators and administrators to refine content delivery and continuously improve learning outcomes
• Institutions: Brighton Elementary | Susan Moore HS | Cleveland HS | Valley Head School | Grand Canyon University | Gadsden City HS | Gadsden City Schools District | Gadsden State Community College | Indiana University | Southern Union State Community College | University of Alabama

IT Gatekeeper / Remedy Admin / Sr. Video Conf. Specialist at BBVA USA (2015-01 – 2021-12)

• Developed and delivered training documentation and user guides supporting enterprise technology adoption across distributed teams
• Authored bank-wide process communications and technical documentation for technology workflows, device ordering, and equipment fulfillment
• Maintained accurate records and documentation within the Remedy ticketing system, supporting internal service workflows
• Facilitated system walk-throughs and trained staff on videoconferencing platforms and order placement systems, supporting technology adoption and operational readiness

Bilingual Video Conferencing Coordinator at BBVA USA (2012-01 – 2013-12)

Managed scheduling for 80+ videoconferencing locations nationwide; coordinated executive telepresence meetings across U.S., Spain, and Mexico

Bilingual Compliance Officer at RDS (2011-01 – 2012-12)

Maintained accurate account records and communicated with jurisdictions to resolve delinquent tax accounts

MA in English – Indiana University

MA in Latin American Studies / Spanish – University of Alabama

BA in History – Birmingham-Southern College