About/ Resume

Professional Summary

Instructional Systems Designer & LMS Coordinator bridging 11 years of enterprise technical operations, incident triage, and service management with modern adult learning theory. Specializes in transforming technical documentation and regulatory policies into modular, interactive e-learning using Articulate Rise 360, SCORM standards, and automated compliance auditing. Experienced in managing learner enrollment pipelines, diagnostic reporting, and LMS administration across TalentLMS, ServiceNow, and Jira Service Managemen

Core Competencies & Technical Toolkit | Instructional Design & Authoring | LMS Administration & Compliance | Enterprise Systems & Incident Tooling

• Articulate Rise 360 (Web & SCORM 1.2)

• TalentLMS Learner Provisioning & Groups

• Adult Learning Theory & Needs Analysis

•  SCORM 1.2 / 2004 Tracking & Verification

• Jira Service Management & ITIL Processes

• Branching Scenarios & Decision Frameworks

• Excel Compliance Dashboards

• ServiceNow Micro-Certifications & Workflows

• Salesforce Service Cloud 

• Zendesk Workspace

•  Summative Mastery Assessment Design

• Remediation Triggers & Completion Auditing

• Enterprise Voice, Telephony & Unified Comms

Resume

Susan Breese

Contact me at hire.snbreese@gmail.com or on LinkedIn: linkedin.com/in/susanbreese

Professional Objective

Analytical, systems-oriented eLearning Coordinator with 11 years of enterprise technical support and escalation management background. Proven expertise administering learning management systems (TalentLMS), publishing SCORM-compliant courseware (Articulate Rise 360), and engineering automated Excel compliance audits. Skilled at bridging operational service teams, IT service management workflows, and instructional design to deliver scalable training programs.

 Technical & Platform Skills

Authoring & Courseware: Articulate Rise 360, Scenario-Based Learning Design, SCORM 1.2 Packaging, Knowledge Checks & Remediation Gates.

LMS Administration & Analytics: TalentLMS (User Provisioning, Group Management, Enrollment Triggers), Advanced Excel (KPI Banners, Nested IF Remediation Flags, COUNTIF/COUNTIFS, Relational Data Linking).

Enterprise & ITSM Software: ServiceNow (Micro-Certified), Jira Service Management, Salesforce Service Cloud, Zendesk Agent Workspace, BMC Remedy.

Professional Experience

Enterprise Support Specialist Tier 1 & 2 | January 2022 –August 18th 2026

Charter Communications | January 2022 –August 18th 2026

• Managed high-tier technical support and escalation workflows across complex enterprise systems, ensuring consistent alignment with operational SLAs and data compliance standards.

• Diagnosed and documented multi-tier technical outages, translating intricate systems architectures into actionable troubleshooting documentation for front-line teams.

• Leveraged ticketing and workflow engines (ServiceNow, Jira Service Management, Remedy) to track system status, isolate recurring operational roadblocks, and improve first-contact resolution.

• Mentored tier-1 technicians on de-escalation frameworks and technical communication protocols during critical service interruptions.

Residential Technical Support Representative (S.I.T. Team)

Charter Communications | September 2015 – January 2022

• Delivered Tier 1 omnichannel support for thousands of residential users, troubleshooting Wi-Fi connectivity, modems/routers, streaming apps, and connected home devices.

• Served on the specialized Special Investigations Team (S.I.T.), handling escalated accounts, complex porting/provisioning issues, and client-side security software conflicts.

• Consistently achieved top-tier customer satisfaction ratings by de-escalating frustrated callers and explaining technical fixes in clear, plain language.

• Collaborated with tier 2 and field operations by submitting detailed, well-documented trouble tickets in Remedy and proprietary billing systems.

 Digital Client Services Manager & Social Care Specialist

AT&T Mobility | February 2014 – January 2022

• Managed sensitive, executive-level customer escalations arriving through digital channels (social platforms, executive office, regulatory agencies).

 • Utilized Salesforce to track, investigate, and resolve high-visibility account, billing, and technical service disputes from initiation to closure.

• Applied advanced de-escalation methods to turn dissatisfied customer experiences into positive outcomes, preserving brand loyalty and customer retention.

• Maintained prompt response SLAs while crafting empathetic, personalized, non-scripted written responses.

Instructional Design & LMS Projects

Enterprise Cybersecurity & Compliance LMS Audit |

• Architected a 5-module data security course in Articulate Rise 360 enforcing sequential navigation locks, decision-branching threat assessments, and an 80% passing threshold.

• Packaged and deployed courseware using SCORM 1.2 standards to TalentLMS; configured learner profiles, test cohorts, and enrollment groups.

• Developed an automated Microsoft Excel compliance audit dashboard utilizing nested IF action flags (Compliant, Send Reminder 1, Check Drop-off) and dynamic COUNTIF KPI metric tiles to streamline cohort governance.

Managing Difficult Client Interactions: A De-escalation Guide

• Designed a scenario-based e-learning module centered on the L.E.A.R. de-escalation framework to train enterprise technicians handling critical outages.

• Built interactive dialogue branches and immediate remediation checkpoints to restore learner agency and practical conflict-resolution skills.

Certifications & Professional Badges

• ServiceNow: Micro-Certifications & Platform Workflows (2026)

• Atlassian: Jira Service Management with AI Fundamentals (2026)

• Salesforce: Salesforce Starter Suite Accreditation (2026)

• Zendesk: Zendesk Agent Workspace Proficiency (2026)