Aaron Parker

Experience

1. Manager, Training & Support Qa

   SOVRA

   May 2017 — Present · American Fork, UT, US

   Provide expert support to our customers in a respectful and timely manner through answering calls/emails, especially in times of escalation- Troubleshoot with team and programmers to address the needs of our customers- Train any new, existing, and returning agencies and vendors on our systems/products—this may require travel for onsite needs- Train all team members on systems, processes and products- Establish specific objectives to meet each training request and fill a performance gap- Determine what is needed in order to improve performance in the area of need- Conduct regular prescribed quality reviews for agent phone calls and email for all CS agents- Monitor Productivity Reporting and metrics to provide feedback to Management on agent efficiency and improvement plans- Provide training and information on process and products to other employees- Participate in special projects and perform other duties as required including responsibilities of the CS and Research teams- Maintain Training Environment by adding agencies to it to match production accounts and requesting updates from Dev- May work within established processes to perform needs assessments and analyze the training needs of various departments for product knowledge, especially with new hires- Design and develop training courses to fulfill training objectives and employee needs. This may include designing new courses or updating existing ones- Course design must be cohesive, relevant, comprehensive and engaging. Design includes all necessary material such as KB articles, guides, handouts, role plays, case studies, power point presentations, videos, email instruction, etc- Conduct post class follow up with students and their managers in accordance with department guidelines- Complete all necessary reports including project status reports, travel and expense reports, feedback requests, etc.

Education

• Weber State University

  English Language and Literature, General

  1999 — 2003

• University Of Utah

  B.A.

  2004 — 2005

Skills

• Saas
• Linux
• Troubleshooting
• Technical Support
• Virtualization
• Product Management
• Dns
• Unix
• Bash
• Domain Name System (Dns)
• Tcp/Ip
• Wordpress
• Training
• Apache
• Databases
• Servers
• Mysql
• Customer Service
• Enterprise Software
• E-Commerce
• Web Applications
• Call Centers
• Software as a Service (Saas)
• System Administration
• Php
• Onboarding
• Open Source
• Leadership
• Red Hat Linux
• Agile Methodologies
• Management
• Cloud Computing
• Perl
• Linux System Administration
• Internet Protocol Suite (Tcp/Ip)