Conduct comprehensive training needs assessments across Customer Support and Tier 2/Tier 3 Technical Support teams
Identify knowledge gaps, skill deficiencies, and documentation inconsistencies to inform curriculum priorities
Design a full training lifecycle from onboarding through advanced technical proficiency
Develop training materials in mixed‑media formats including written guides, video, interactive modules, job aids, and visual process documentation
Create standardized training delivery guides to ensure consistency across facilitators and cohorts
Build and maintain internal documentation and customer‑facing knowledge base articles, ensuring alignment, accuracy, and clarity across all resources
Produce technical content covering VoIP, PBX systems (cloud and hardware), InHand/Cradlepoint routers, ISP troubleshooting, call routing, and related network engineering topics