At Dell SonicWALL, as demand for technical support grew quickly across a multilingual, geographically distributed engineer population, training had been handled ad hoc — inconsistent by product, region, and trainer, and increasingly correlated with rising escalation rates and slower new-hire ramp times.

I built the underlying lab infrastructure first — physical and virtual environments configured to mirror production conditions, using hardware and licensing the organization already owned — and then designed the curriculum architecture on top of it. Recognizing that curriculum alone wasn't enough, I also built an Instructor Certification framework to ensure consistent quality across regions.

Impact:

• Reduced new-engineer ramp-to-productivity time by 25–35%, through structured, hands-on labs rather than ad hoc shadowing.
• 15–20% reduction in repeat escalations tied to knowledge gaps, as certified instructors delivered a consistent standard of training.
• Delivered at effectively zero incremental infrastructure cost, using existing hardware and licensing.
• Became the reference framework for technical enablement across the organization.

This program remains one of the clearest examples of my ability to build something from zero — infrastructure, curriculum, and a certification standard — and translate it into a durable, scalable capability rather than a one-time training event.