Nihal Abdulla

• Delivered job analysis following principles of instructional design to offer successful mentoring.
• Created curricula, research topics and conceptualized course format, subject matter and presentation.
• Planned and monitored implementation of technology-based learning programs.
• Contributed to development of comprehensive employee training courses.
• Developed workforce training programs to improve organizational efficiency.

As an Instructional Designer, I undertake a comprehensive range of responsibilities to ensure the creation of effective and engaging learning experiences. These tasks includes:

• Strategic Analysis and Design Development: I meticulously analyze and craft both High-Level Designs (HLDS) and Low-Level Designs (LLDs), providing the foundational framework for the learning content.
• Collaboration with Subject Matter Experts(SMEs): Working closely with SMEs, I skillfully outline pertinent technology content, ensuring that the instructional material is accurate, up-to-date, and aligned with learning objectives.
• Stringent Content Review: I rigorously review technology content, storyboards, designs, final content, quizzes, and labs from various vendors, guaranteeing their alignment with instructional best practices and quality benchmarks.
• Vendor Management: Skillfully managing multiple vendors spanning diverse technologies, I ensure seamless coordination and integration of their contributions into the overall learning experience.
• Instructional Material Evaluation: Drawing from design documents provided by multiple vendors, I meticulously review content and storyboards for Instructor-Led Training (ILT), virtual ILT (vILT), and eLearning courses, ensuring they align with the intended instructional design.
• Quality Assurance: I meticulously examine Instructional Design (ID) deliverables to uphold exceptional quality standards, ensuring that all materials have been approved and signed-off on.
• Stakeholder Relationships: I actively establish and nurture productive relationships with colleagues, customers, and vendors, fostering a collaborative and professional working environment.
• Learning Management System Expertise: Proficiently utilizing Canvas LMS, I author and create content that optimally engage learners and facilitates effective knowledge transfer.
• Multitrack Management: I adeptly manage multiple tracks, overseeing various technology programs and batches concurrently.
• Stakeholder Training: I facilitate training sessions for external stakeholders, equipping them with them with the necessary skills to effectively create and review content.
• Learner Support: Addressing learner queries across multiple tracks , I ensure a supportive and enriching learning experience for all participants.

In essence , my role as an Instructional Designer encompasses a comprehensive spectrum of tasks, all directed towards the creation of impactful learning journeys that empower learners in the realm of technology.

• Developed and designed content based on needs of our enquirers for different technical courses.
• Researching and developing usable content that is appropriate for the audience and purpose.
• Designing content for User Experience.
• Arranging and liaising with internal product team to deliver against objectives.
• Planning own workloads within the team in a sprint manner to deliver the content on time.
• Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
• Created curriculum, instructions, documents and written tests for various types of training courses.

• Global Teaching Assistant for the Technology category
• Certified in DevOps and Automation Testing
• Lab setup expert for the DevOps category
• Hosted 400+ classes with Enterprise Clients
• Provide on demand assistance for the Technology Category courses

During my 1+ year career stint, I have had a chance to get hands-on with the following tools and technology:

1) Version Control - git/GitHub

2) CICD - GitLab-EE/Jenkins/Azure DevOps

3) Containerization/Orchestration - Docker/Kubernetes

4) Configuration Management - Ansible/Terraform

5) Databases - MySQL/MariaDB

Additionally, I have an interest in Python Programming and Cloud Technologies.

• Analyze and break down customer queries over the calls and emails by helping the customer with a resolution.
• Collected customer feedback and made process changes to exceed customer satisfaction goals 100%.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
• Worked on AWS EC2 instance to start the webinar sessions for the customers.
• Trained and worked on applications like Freshdesk, Zendesk and LMS(Learning Management System).
• Used ticketing systems to manage and process support actions and requests.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Analyze and breakdown customer queries via chats and emails by helping the customers with a resolution.
• Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
• Fielded customer queries regarding available merchandise, sales, current prices, and upcoming company changes.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Collected and analyzed customer information to prepare product or service reports.
• Trained and worked on applications like Zendesk, PIZZA, and Boldchat.