Ashley Stokes

Experience

• 

  Texas Tech University, IT Help Central

  Sept 2008 - Dec 2009

  Assisted Texas Tech University affiliates with technical issues over the phone and in person.Researched complex technical issues.Supervised call center employees and delegated tasks. Trained new and existing employees in a classroom environment of 3-13 students.Developed training material for all positions at IT Help Central.

  • Student Supervisor

    Jan 2009 - Dec 2009

  • Student Trainer

    Sept 2008 - Dec 2009
• 

  NTS Communications

  Nov 2010 - Oct 2015

  Worked with 5+ departments to plan, test, train, and deploy a new ticketing system and a new technician dispatching system. I was the lead from my company on both projects.Developed training material and trained employees on new applications and procedures.Worked as a liaison between NTS Communications and contract companies that NTS Communications did business with.Assisted with migration projects; this included project management as well as the technical work involved in migrating customers and services. Show less

  • Technical Support Liaison

    Jan 2014 - Oct 2015

  • Translation Specialist

    Jun 2012 - Jan 2014

  • Technical Support - Tier 2

    Nov 2011 - Jun 2012

  • Technical Support - Tier 1

    Nov 2010 - Nov 2011
• 

  Texas Tech University, IT Help Central

  Oct 2015 - May 2019

  Lead the Employee Training and Quality Assurance sections within IT Help Central. This includes supervising the students that work in these sections as well as lead any training or quality assurance projects. Work as a team with other trainers and staff members to enhance current training material and create new training content. This includes using proven instructional design methods with the intent of the content being delivered through engaging technical platforms.Assist in planning, testing, training, and deploying new services and software. Created and edit working guides, also known as knowledge base articles, to assist customers and employees with technical tasks.Reviewed other employees knowledge base article submissions and provided coaching in regards to their submissions.

  • Programmer Analyst IV

    Aug 2017 - May 2019

  • IT Support Specialist II

    Nov 2016 - Jul 2017

  • Graduate Assistant, Training Development

    Jan 2016 - Oct 2016

  • Graduate Assistant, Knowledge Management

    Oct 2015 - Dec 2015
• 

  IT Help Central

  Jun 2019 - now

  Section Manager