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Laura Hernandez

I'm a learning experience designer with more than 8 years of experience in adult learning.

 

​Currently I work as a Technical Support Manager at Brightcove. My journey in instructional design and technical support has given me the tools to understand the customer’s lifecycle and design the right strategies to engage customers and deliver outstanding customer service. 

 

​I strive to deliver exceptional customer experience and resolve complex technical issues by empowering customers through engaging learning experiences.

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WORK EXPERIENCE

      Current  - Technical Support Manager

Brightcove 

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I manage a team of Technical Support Representatives and Tier 1 Technical Support Engineers that help customers with their technical inquiries about Brightcove’s Cloud-Based Video Streaming platform and OTT streaming services, providing guidance, mentorship, and training to ensure high performance and achievement of Business objectives.

2021 - 2022  - Instructional Design Manager

Brightcove 

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I managed Brightcove’s global customer-facing instructional design team for a year and a half. We build self-paced training and webinars in Captivate and Articulate Rise.

2019 - 2021 - Instructional Design 

Brightcove 

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As an instructional designer, I helped launch the Brightcove University program, defined processes for course creation, and designed and developed engaging e-learning content to train customers applying Addie, Design Thinking, and Learning Experience Design methodologies.

2016 - 2019  - Research Associate

Tecnologico de Monterrey 

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I was a research associate for  Conacyt and the Government of Guadalajara to design educational and business models, content strategy, and instructional design for a public online university. 

2016 - 2019  - Adjunct Professor

Tecnologico de Monterrey 

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• Teach college courses for the design and animation department

• Design curriculums and develop immersive workshops for international students and students from other campuses

• Design of evaluation strategies and methodologies for the internal assessment center

 

2014 - 2016  - Research Professor

ITS Chapala (Now Mario Molina Institute) 

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• Teach college courses for the design and animation department

• Continuing education and curriculum development for virtual education

• Manage student team for content creation of virtual education assets

EDUCATION

TRAINING AND CERTIFICATIONS

2016 - 2018 - M.Sc Education

              Universidad TecMilenio

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2013 - 2015 - M.A. 3D Animation

              3DMX

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2007 - 2012 - B.A. Animation and Digital Art

              Tecnologico de Monterrey

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           2011 - Traditional Animation Diploma

              Vancouver Film School

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2022 - Learning Experience Design 

   NOVOED

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2020 - Web Development Bootcamp

   BEDU

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2019 - Serious Games for Healthcare Workshop

   Amerike

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2018 - Instructional Design Certificate

   Tecnologico de Monterrey

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LANGUAGES

SOFTWARE

Spanish - Native

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English - Fluent (TOEFL ITP 643)

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French - Intermediate B1

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Adobe CC: Illustrator, Photoshop,

Premiere Pro, After Effects

Adobe Captivate

Articulate 360

Autodesk Maya

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Basic Level 

JS, CSS, HTML

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