System Admin Program
System Admin Program
As the company’s technology portfolio grew, the demand for skilled system administrators outpaced the available talent market. Hiring experienced talent became more difficult and expensive, increasing hiring costs, slowing onboarding, and making it harder for the business 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. I turned those findings into real-world troubleshooting scenarios, conducted task analyses, and built decision trees and customer simulations for training.
To provide hands-on experience, I partnered with a lab engineer to create a mock ticketing system that mirrored the real support environment. I also developed Learning Observation Protocols to standardize instructor delivery and maintain consistent training quality.
The program was delivered through the company’s Open Cloud Academy, with CompTIA A+ and RHCSA certifications established as prerequisites.
Finally, I partnered with Talent Acquisition to provide graduates with interview preparation and connect them with open positions. We also partnered with external employers to expand job opportunities for graduates.
Created a scalable talent pipeline that reduced hiring costs, accelerated workforce readiness, and generated new revenue.