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.
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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