Jonathan Oliverson

Resume

Instructional Designer and Training Specialist with 15+ years of experience.

Based in Surprise, Arizona, I design scalable eLearning, systems training, onboarding, and performance support that help teams ramp faster, adopt tools with confidence, and perform more effectively in SaaS and operational environments.

Professional summary

Practical training design for adoption, change, and performance.

Instructional Designer and Training Specialist with 15+ years of experience developing scalable eLearning, systems training, and performance support programs in SaaS and operational environments. Proven partner to product, engineering, and business teams, aligning learning solutions with system implementations and workflow transformation.

Contact: 602-402-9618 · jon.oliverson@gmail.com

Tools: Storyline 360, Rise 360, Camtasia, Adobe Creative Suite

Certifications: CompTIA A+

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01

Instructional design and development

ADDIE, curriculum development, storyboarding, scenario-based learning, microlearning, and adult learning theory.

02

Systems training and enablement

ILT, VILT, CRM training, Salesforce, job aids, QRGs, software adoption, and change management support.

03

Learning systems and accessibility

LMS administration, course deployment, content governance, learning analytics, and WCAG compliance awareness.

Experience

Roles spanning training, support, systems, and documentation.

Experience

Training Specialist

STChealth

Phoenix, AZ · April 2024 to Present

  • Design and deliver onboarding programs, eLearning modules, video tutorials, and performance support materials supporting system implementations and workflow transitions across internal stakeholders.
  • Serve as cross-functional liaison aligning business units, SMEs, and technical teams to validate requirements and drive user readiness during system changes.
  • Develop accessible Storyline modules, multimedia assets, and compliant PDFs to support adoption initiatives.
  • Support concurrent implementation projects, ensuring alignment between training deliverables and operational go-live timelines.

Experience

Concurrent Contract - Instructional Design Specialist

Nestlé

Glendale, AZ · April 2024 to December 2024

  • Produced standardized instructional materials supporting enterprise-wide implementation initiatives across multiple teams.

Experience

Program Specialist, Customer Support

ChargePoint

Scottsdale, AZ · February 2019 to January 2024

  • Led end-to-end onboarding curriculum redesign for global customer support teams, transitioning training from in-person delivery to scalable remote models supporting 100+ agents.
  • Developed structured onboarding pathways that improved training consistency and reduced ramp-up friction for new hires.
  • Authored and maintained training documentation supporting Salesforce CRM migration, enabling smooth adoption across support operations.
  • Partnered with product and support leadership to identify recurring customer challenges and proactively align training with product updates.
  • Audited and refined programs using operational feedback, strengthening readiness and ongoing performance support.

Experience

Enterprise Support Specialist

Splash

Phoenix, AZ · September 2018 to February 2019

  • Supported enterprise workflow programs and developed internal documentation resources to improve issue resolution efficiency.
  • Collaborated with Product and Engineering teams to troubleshoot platform issues and enhance internal support processes.
  • Authored tutorials, FAQs, and structured support materials for internal stakeholders.

Experience

Documentation & Training Coordinator

Apriva

Scottsdale, AZ · January 2007 to May 2018

  • Customer Support Trainer / Customer Care Representative, promoted through progressively responsible roles over an 11-year tenure supporting a high-volume payment processing platform.
  • Designed and maintained eLearning modules, product documentation, and multimedia training supporting a platform serving thousands of merchant users.
  • Managed LMS and knowledge base content for a 25-member customer support team, improving onboarding structure and documentation consistency.
  • Led training initiatives aligned with ongoing product releases and system enhancements, supporting long-term platform evolution.
  • Standardized documentation processes and implemented content governance practices, reducing outdated materials and improving information accessibility.
  • Partnered with Product and Engineering teams to ensure technical accuracy and alignment with release cycles in a transaction-processing environment.

Education

Education and professional development.

Credential

CompTIA A+ Certification

Completed in 2025.

Education

Arizona State University

Coursework in Studio Art & Multimedia Design.

Development

Ongoing Professional Development

Instructional design, LMS administration, accessibility, and systems enablement strategy.