mustaphabenbihi

Learning Delivery & Support Manager

Internet Society • Fulltime

Dec 2020 - Feb 2026 • 5 yrs 2 mos

● LMS Implementation Lead: serve as a liaison between the learning team, IT vendors, and stakeholders — authored user cases and led UAT cycles that drove continuous Docebo/Moodle enhancements, raising course completion rates from 12% to 25% while sustaining 97% learner satisfaction. ● eLearning Content Design: build, test, and iterate Articulate Storyline courses. ● Accreditation System Integration: Spearhead the API integration between Docebo and the accreditation platform, automating the generation of 10,000+ digital credentials and certificates per year with continuous monitoring to reduce downtime. ● VM Infrastructure for Network Cohorts: Build and manage virtual machine infrastructure for cohorts to practice. ● Global Learner Support: Administer Freshdesk for the global learner base, sustaining a 97% CSAT and sub-1-business-day resolution time (per SLA), handling ~100 tickets per 6-week cohort. ● Virtual & Hybrid Delivery: Designed and ran two hybrid programs (Morocco 2022, Oman 2025) on Designing & Deploying Computer Networks, achieving a 95% completion rate and 90% employment/internship placement rate for the Morocco cohort.

Online Instructor & Instructional Designer

Udemy • Freelance

Jan 2015 - Dec 2021 • 6 yrs 11 mos

● Curriculum Design: Built and delivered self-paced eLearning courses in Python, Project Management, and Ultrasonic Testing (UT) exam preparation, reaching 12,000+ students across 160 countries with a 4.75/5 average rating and 35% completion rate. ● Content Production: Produced end-to-end video-based content with Camtasia, authoring interactive exercises and assessments while owning the full course lifecycle from design through iteration.