S|H Shonda Hodge
SR. LEARNING & DEVELOPMENT CONSULTANT
CONTACT 214-676-7547
EDUCATION
DOCTORAL STUDENT, LEARNING
TECHNOLOGIES (2027)
University of North Texas
M.S. APPLIED TECHNOLOGY &
PERFORMANCE IMPROVEMENT
University of North Texas
B.S. TELECOMMUNICATIONS
MANAGEMENT
DeVry University
CERTIFICATIONS
ATD Instructional Design Certificate
Prosci Certified Change Practitioner
Level 3: Master Craftsman
Gamification Certification
SKILLS
Process Improvement
Operational Efficiency
shondahodge@gmail.com www.linkedin.com/in/shonda
SUMMARY
I have consistently driven impactful change in the realm of learning and
development, strategically aligning initiatives with business goals, and
employing innovative gamification techniques to enhance engagement
and knowledge retention. My ability to transform the technical support
learning experience and achieve measurable results underscores my
commitment to driving excellence in the field of learning and
development.
WORK EXPERIENCES
Microsoft | 2016 - Present
SR. LEARNING & DEVELOPMENT CONSULTANT 7/2022 - Present
Transformed Technical Support: Spearheaded initiatives to address high-
volume, high-complexity issues, extended Time to Resolution (TTR) for
escalated cases in Endpoint Manager support. Conducted a
comprehensive needs assessment and curated a tailored technical
learning path. Achieved the upskilling of over 120 Intune engineers
worldwide, preparing them to transition case volume from delivery
partners to full-time engineers.
Strategic Gamification Expertise: Completed all three levels of Sententia's
Gamification certification, culminating in the Level 3 Master Craftsman
certification. Innovatively crafted game stories, devised communication
strategies, crafted scripts, and developed storyboards. Collaborated with a
coworker to conceive "Strategic Communication for Customer Success," a
gamified interpersonal communications training program tailored for
support engineers and delivery partners.
Measurable Impact: Conducted a pilot program engaging 155 participants,
including Devices/Xbox Rangers and Modern Work Support Engineers
(comprising both FTEs and Delivery Partner Advocates). The course
garnered exceptional feedback, with participants rating the overall
learning experience at 9.7 out of 10 and the gamified learning experience
at 9.1 out of 10.
Strategic Partnership and Alignment: Collaborated with role owners and
key business stakeholders to implement learning strategies. Worked
closely with subject matter experts to ensure a seamless learner
experience for technical support engineers. Identified training needs and
aligned the technical skilling strategy with organizational OKRs.
Orchestrated the successful deployment of programs and learning
experiences, focusing on the learner journey and enabling tools/platforms.
Established criteria to assess learner performance and collaborated with
data analysts to measure learning impact and ROI..
 LEARNING & DEVELOPMENT CONSULTANT 3/2021 - 7/2022
Consultancy
Consistent Content Development Standards: Introduced and
implemented consistent content development standards, by
designing an Assessment Standards Checklist, empowering subject
Project Management matter experts to streamline content development while significantly
reducing development time.
Efficiency Enhancement: Optimized the development lifecycle by
creating a streamlined process for requesting, developing, and
publishing technical learning paths and assessments. This innovation
Gamification
resulted in a remarkable 50% reduction in development time,
bringing timelines down from six months to a mere three months.
Assessment Score Consistency: Designed an Assessment Publishing
Validation Checklist, a critical tool to troubleshoot and rectify
Change Management
inconsistent reporting of assessment scores for engineers. This effort
helped restore stakeholder trust by ensuring accurate and reliable
assessment data.

READINESS PROGRAM MANAGER 3/2020 - 3/2021

MISSION STATEMENT
To live a life of integrity; while leaving footprints
of generosity, responsibility, passion, and respect..
Collaborated with role owners and key business stakeholders to develop
and implement innovative learning strategies, aligning them with
organizational goals and objectives.
Identified training needs by working closely with Modern Work subject
matter experts, ensuring that training programs are tailored to meet
specific LOB requirements.
Planned and executed the successful deployment of readiness programs
and learning experiences, ensuring a consistent and effective delivery across
all Modern Work Lines of Business (LOBs).
Designed and created the MW Training Progress Power BI report, a
powerful tool that provides real-time insights into the completion rates of
training across all Modern Work LOBs. This report has played a pivotal role in
tracking and improving readiness progress.
Developed a standardized and structured framework to enhance
communication of readiness progress for each technology within Modern
Work. Created a common set of communication tools for Readiness Leads
in each LOB, fostering consistent and transparent reporting of readiness
status.

SUPPORT ESCALATION ENGINEER 10/2019 - 3/2020

Subject matter expert on integrating Intune with the following partners:
Jamf, SEP Mobile, Sandblast, Saaswedo DatAlert, Lookout, Citrix
NetScaler, and Cisco ISE.

SR. SUPPORT ENGINEER 111/2016 - 10/2019

Provided advanced technical support services to enterprise customers

running Microsoft Intune mobile device management solution.

Samsung | 10/2014–11/2016
SR. TECHNICAL SPECIALIST/TRAINING
Dual responsibilities as an instructional designer/trainer and
technical specialist for Samsung Business Services (SBS) division.

Previous Experience
AMERICAN AIRLINES - TECHNICAL PRODUCT MANAGER

BLACKBERRY - TECHNICAL SUPPORT MANAGER