Rene Padilla Febres

Details

Skills

Salesforce Administration, Freshservice Administration, HubSpot Administration, Moodle LMS Administration, Thinkific LMS Administration, Knowledge Base Administration, CRM System Administration, LMS Implementation, Software Implementation, System Migration Planning, Salesforce-to-Freshservice Migration Support, Freshservice-to-HubSpot Migration Support, User Data Migration, Knowledge Base Content Migration, User Account Administration, Roles and Permissions Management, System Configuration, Platform Troubleshooting, Technical Support, Software Troubleshooting, Root Cause Analysis, Help Desk Operations, Ticketing System Administration, Chat Support Operations, Chat Workflow Design, Chat Logic and Routing Configuration, Customer Support Process Design, Knowledge Management, Technical Documentation, Knowledge Article Development, Instructional Content Development, Course Development, Learning Management, Employee Training, Customer Training, Articulate 360, Storyline, ON24, Inline Manual, Adobe Photoshop, Learning Technology Evaluation, System Integration Planning, Process Improvement, Workflow Analysis, Cross-Functional Collaboration, Team Leadership, People Management, Stakeholder Communication, Technical-to-Nontechnical Communication, Problem Solving, Self-Directed Learning and Technical Curiosity

About

I have a lot of different skills, but the work I enjoy most is hands-on. I’ve always had a habit of taking things apart—electronics, software, systems—because I want to understand how they work, not just how to use them. That curiosity has followed me through most of my career.

In high school, many of my accomplishments came through track and field and cross country. In 1995, I placed in the top 10 in the state in hurdles and stayed involved with summer track programs for several years afterward. I later attended Northern Illinois University for a short time, where I helped reintroduce the track and field program at NIU.

The years that followed were less focused. I worked a variety of retail jobs and eventually became a Store Manager for Hartmann Luggage. Things began to take a more defined direction when I landed a technical support position supporting HMH’s scoring software.

Over the next eight years, that job turned into much more than technical support. I went from Tech Support Agent to Knowledge Base Administrator and became involved in implementing the company’s chat platform. I eventually took responsibility for building and maintaining the chat logic before AI began taking over much of that functionality. I also became Lead Chat Manager, leading a team of approximately 20 agents supporting both the Classroom and Clinical sides of the business.

During that same period, I continued pushing further into systems administration. I became an administrator for Salesforce and worked alongside the primary system administrator as we migrated from Salesforce to Freshservice and eventually to HubSpot. Those migrations gave me experience not only with the platforms themselves, but with understanding how users, knowledge, workflows, and support processes have to move with them.

Toward the end of my time with the company, learning technology became another area I found myself drawn into largely out of necessity. We needed training, we needed an LMS, and we didn’t have much of a budget. I began developing courses, administering learning systems, and figuring out what we could build with the resources available to us. What started as solving an immediate problem eventually helped develop new skills across the organization. We mapped out how existing content could be updated and migrated into an LMS, and that work eventually contributed to the formation of teams supporting learning initiatives across different areas of the company. Over time, the process matured into successful training programs for both employees and customers.

After leaving the company, I spent a short period with the National Roofing Contractors Association as a Learning Technologist. That experience gave me a completely different perspective on how associations operate. And, in keeping with the somewhat unconventional path my career has taken, I was hired to work with learning technology but also found myself traveling on behalf of the association as a photographer.

When I look across all of it, there really isn’t a perfectly straight line through my career. The consistent part has been curiosity. I tend to get involved, figure out how something works, take ownership of it, and eventually find myself helping other people understand and use it better too.