Remote Access

While working in a fast pace environment monitoring solar sites and building reports for customers and asset owners, I learned the ins and outs of RPD and SSH. While controlling customer computers I pulled production values, trouble shot connectivity issues, restarted inverters, opened and closed breakers.

Personal Connection

I would meet with clients and discuss personal finances, financial goals, and retirement goals. I would review the household information and create a plan to meet the desired goals. Often, I would have to explain the technical differences and benefits between different account types in a meaningful way to someone with limited technical financial understanding. I learned to be an effective active listener, and to understand the what and why of my client before knowing how I could best serve them.

Training

I authored training materials, policy, and standard operating procedures for Mortgage Underwriting Department. I built and conducted in-person, multi-day training sessions of up to 200 employees each. I also built and taught train-the-trainer courses via online presentations.

Technical Translation to Actionable Information

In this role, I became the "bad guy," required to periodically ask how the team was doing with their budget and scheduling. Based on their answers, I would update the master schedule and predict the impact to the overall budget and program end date. With the heavy responsibility on this role, I learned to forge friendships with the lead engineers, enabling me to gauge progress by the technical information they loved to share. Due to my ability to quickly assimilate the technical information and speak in management buzzwords, I was able to translate between the two groups, facilitating effective communication between each group.

Crisis management

While providing physical security for a gigachurch (we were too big to be called a megachurch any longer), I learned to keep my calm and help deescalate situations after a guest would lose their temper. Often times people were upset from the situation they were living in. By taking a moment to listen and share empathy the guest and I could work on healthy bounderies and the next step forward.