Kellie Mitchell
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Kellie Mitchell


Corporate Trainer with extensive Technology and Human Resources training experience in Financial Services and the Healthcare Industry. Demonstrated leadership skills in creating and developing on-boarding, new hire training, and one-on-one training sessions. Relationship builder and “trusted advisor” who has a passion for quickly learning complex systems and content across multiple subject areas and coaching professionals at all levels in a hands-on environment. Exceptional training, listening and presentation skills while maintaining focus on corporate objectives.

AREAS OF EXPERTISE

• Windows 10
• Microsoft Office 365
• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Microsoft OneDrive
• Microsoft OneNote • Microsoft Planner
• Microsoft Forms
• Microsoft Teams
• Microsoft Power Automate
• Microsoft Sway
• Mobile Devices
• Air Wave • ServiceNow
• Web-based Training
• Avaya
• Snag It
• Vocera Collaboration Suite
• Learning Space
SharePoint




PROFESSIONAL EXPERIENCE

FIRSTPRO
CHRISTIANA CARE, Newark, DE

Education Coordinator- Vocera Project 2016-2020
• Develop, implement and facilitate Vocera Mobile Device training through instructor-led and web-based employee training.
• Attend planning meeting for the initial kickoff of the project for each department.
• Review educational needs for the department. (On Call Schedules, Device Types).
• Coordinate a Go Live date with the Project Champion and the customer.
• Develop a Training Plan with the Project Champion.
• Schedule and provide both onsite and Web-based training for superusers on device usage and On Call Scheduling.
• Ensure all proper training material are created for each group, and Corporate Devices are set up and delivered to site.
• Provide onsite training at the Kiosk the day of Go Live. This includes troubleshooting mobile device errors when using a Bring Your Own Device.
• Send out Vocera Tips to the departments.
• Send out surveys post Kiosk support, and review that data with the Project Manager, other educators and System Administrators.
• Verify location of access point and that correct WiFi networks are attached.
• Create and maintain documentation for Vocera.
• Conduct User Testing as new versions of Vocera or iOS were deployed to make sure that the two were compatible.
• Maintain a list of departments that have already gone live.
• Assist in Tech Expo for Vocera questions, comments, suggestions.
• Assist in deployment of new phones.
• Assist in checking access points for the Mobile Devices
• Assure all new users are added to Vocera VMP and Voice platforms.
• Evaluated and assessed training programs and made training and development recommendations to management.



Education Coordinator- Win10/Office 365 Project 2018-2020
• Develop, implement and facilitate Windows 10 training through instructor led employee training.
• Review educational needs for the department.
• Attend Go Lives for the Win 10 Rollouts and assist the customers in initial set up of their Win 10 device. (This could be up to 200 computer a day).
• Work with customer to convert Webforms over to the new Microsoft Forms.
• Create Microsoft Flows to assist customers in managing their Microsoft Forms.
• Create and Manage New Microsoft Classes. Including managing roster, attendance and reminders to employees.
• Evaluated and assessed training programs and made training and development recommendations to management.
• Assist customers in setting up their Team Site.
• Assist in checking for Team or Sharepoint site using PIM.



FIRST DATA CORPORATION, Wilmington, DE

Professional Trainer Education & Performance Services 2002 - 2016
Client Care Organization
Developed, implemented and facilitated using a variety of methods: instructor-led, web, and recorded/computer-based comprehensive employee training and development function for new hire and refresher training for the ATM Control Center and Member Services.
• Developed training programs that contained detail information on troubleshooting ATM Terminals and reading the daily reports that are sent to financial institutions.
• Scheduled and communicated all training programs. Maintained records of participation in classes and a catalog of all programs offered.
• Prepared reports for all levels of management, as requested and conducted needs analysis (service and technical knowledge/skills).
• Evaluated and assessed training programs and made training and development recommendations to management.
• Developed and organized training manuals, multimedia visual aids, and other instructional materials. Collaborated and partnered with other team members.
• Oversaw associate trainers and documented training activities for new hires in both Wilmington Delaware and Hagerstown Maryland locations.

FIRST DATA CORPORATION, Wilmington, DE

Associate Contact Center Tech Specialist Client Care Organization 2000-2002
Ensured service issues regarding ATM Terminal issues with the Financial Institutions were resolved quickly and kept client and vendors updated using company supported computer applications and platforms.
• Provided support by troubleshooting problems and escalated issues as required and ensured all calls made to the Contact Center were properly documented and followed through to a final resolution.
• Communicating with ATM Vendors to place service calls and receive updates on previously placed calls though both inbound and outbound calls.
• Initiated and placed outbound phone calls to notify Financial Institutions of ATM Terminal faults.
• Sent commands to ATM Terminals to get them back in service
• Partnered with network support to resolve communication issues on ATM Terminal following up on open service requests and escalating overdue service requests.



EDUCATION

Wilmington University Masters of Science
Information System Technology (Corporate Training) 2012
GPA: 3.9

Wilmington University Bachelors in Science
Elementary Education 1996
GPA: 3.86


PROFESSIONAL AFFILIATIONS AND CERTIFICATIONS

Honor Society: Epsilon Pi Tau