System Admin Program
System Admin Program
As the company’s technology portfolio expanded, demand for skilled system administrators outpaced the local talent market. Recruiting experienced talent became increasingly difficult, driving up hiring costs, extending onboarding timelines, and limiting the company’s ability to scale.
System Administrator certification program with CompTIA A+ and RHCSA prerequisites
Mock ticketing system for hands-on troubleshooting practice
Facilitator guides
Role-playing scenarios for customer support simulations
Learning Observation Protocols (LOPs)
Technical writing and customer interaction best practices
Public-facing delivery through the company’s Open Cloud Academy
Built a scalable pipeline of qualified system administrators ready to fill open roles
Reduced recruiting and onboarding costs by $2.9M
Generated $5.5M in business revenue
Achieved a 98% graduation rate
Graduated more than 700 alumni
I interviewed technical support teams to identify performance gaps and analyzed Salesforce customer satisfaction data to uncover common support challenges, then grouped those insights into real-world troubleshooting scenarios, ran task analyses, and converted the workflows into decision trees and customer simulations for training. To provide hands-on experience, I partnered with our lab engineer to build a mock ticketing system that mirrored the production support environment, and created Learning Observation Protocols to standardize instructor delivery and keep training quality consistent. The program was published through the company’s Open Cloud Academy, with CompTIA A+ and RHCSA established as prerequisites. Finally, I partnered with Talent Acquisition to provide interview training to graduates, connect them with open positions, and expand hiring opportunities through partnerships with external employers.
Created a scalable talent pipeline that reduced hiring costs, accelerated workforce readiness, and generated new revenue.