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
