Technology Training
NeighborImpact, Aug 2022 to present
I design, deliver and measure the technology training a 300-person community action agency runs on.
150+training engagements a year
4.94 to 5.00satisfaction across six categories
49weekly newsletter editions in 2025
14,200+help desk messages a year
Training programs
- Design, deliver and evaluate three recurring training programs (weekly, biweekly and monthly) totaling 84 sessions a year.
- Run 66 new hire technology orientations a year, plus ad hoc sessions, across in-person, remote and hybrid formats.
- Range runs from one-on-one screen shares to emceeing an organizationwide AI conference.
- Developed an organizationwide cybersecurity training program for 300+ staff, with awareness month programming and real-time phishing alerts.
He is also an exceptional teacher. Drawing on his background in education, he meets people where they are, adapts his approach to different skill levels, and ensures that new tools and processes actually stick.
Communication and content
- Produce a weekly technology newsletter (49 editions in 2025) covering Microsoft 365, cybersecurity and emerging tools, with a gamified engagement program generating 1,500+ interactions a year.
- Administer the learning management system (Viva Learning), curate LinkedIn Learning content and maintain a central SharePoint training library.
- Produce video tutorials and media with Camtasia, Loom, ClipChamp, Canva and Snagit.
Systems that stick
- Built a KPI infrastructure tracking 73 measures across 19 programs, with a Power BI dashboard leadership uses to see the whole agency at once.
- Built a Jotform tracker for the agency's 2026 to 2029 strategic plan, following 6 goals and 42 initiatives.
- Moved the rental assistance application from paper to online, letting 2,300+ people apply without printing or delivering paper copies.
Support that teaches
- Manage help desk operations (14,200+ messages a year) and turn recurring support patterns into training content and self-service resources.
- Designed a customer satisfaction measurement program scoring 4.94 to 5.00 out of 5 across six categories, including response time, problem resolution and training resources.