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Introduction
Employee training and development play a huge role in building a strong, skilled team and no one knows that better than Alex Piazza, Training and Development Specialist at Charles IT. Alex started his journey with the company as an intern, working his way up through various IT roles before finding his passion for training. Now, he helps new hires and team members grow their technical skills and confidence through hands-on learning and mentorship.
We sat down with Alex to talk about why continuous training is essential and how he keeps employees engaged in the learning process.
From Intern to Training Specialist: Alex’s Journey
Alex knows a thing or two about training and development. After all, he’s lived it firsthand. He began his professional career at Charles IT as an intern and worked his way up through the ranks to become the company’s Training and Development Specialist.
“I started at the beginning of 2019 as a corporate concierge — grabbing coffee, getting desks ready, and running errands,” Alex recalled. But he wasn’t shy about sharing his interest in technology with Charles IT’s founder and CEO, Foster Charles. “I’ve always been a gamer and loved building computers, so when the internship came around, I was fully immersed in tech and thought, this is where I want to be,” he explained. Recognizing his enthusiasm, Foster gave him some tech-related projects, opening the door to a career path.
Alex’s ambition didn’t go unnoticed. When his internship ended, Foster offered him a role as a Desktop Support Specialist. From there, he advanced to Junior System Administrator, but it wasn’t long before Alex discovered a new passion: training others.
“Once I got into the technical side, I wanted to give back to Charles IT because they gave me so many opportunities to overcome challenges,” Alex shared. “I wanted to return the favor through training — so, here we are.”
With that mindset, Alex launched Charles IT’s IT Trainee Bootcamp, a program that started with just three trainees and has since grown to 10 individuals on a rolling 90-day cycle. Today, Alex leads the Fellowship Team, a group of graduates from the trainee program who have advanced to roles like Desktop Support Specialist and Junior System Administrator.
Both Alex’s career and the training program have come a long way, thanks to his dedication to helping others grow at the company.
A Day in the Life of a Training Specialist
As a Training and Development Specialist, Alex’s main goal is to help his team thrive. His day starts early by ensuring that everyone is on time and ready to go by 8:30 AM, setting the tone for a productive day.
The morning kicks off with a team huddle, where Alex answers questions and addresses any challenges from the previous day. “Right now, we’re focusing on call flow, how to handle incoming calls while maintaining that small boutique feel for our clients,” he explained.
After the huddle, the team dives into their usual routine, which is taking calls, processing tickets, and troubleshooting IT issues. Throughout the day, Alex roves around, keeping an eye out for coaching opportunities. While he holds weekly training sessions on topics like bundling tickets in ConnectWise, he also takes a hands-on approach, providing one-on-one coaching whenever he spots areas for improvement.
For Alex, it’s important to always be on the lookout for new learning opportunities for his team. “Every day, there’s something new to train on and something to learn,” he said.
The Importance of Ongoing IT Training
Training isn’t just about helping Alex’s direct team succeed, since it’s also essential for the entire business to thrive. Why? Because technology never stops evolving. “There’s never going to be a point where we say, ‘That’s it, technology has reached its pinnacle,’” Alex explained.
That’s why continuous learning is a core value at Charles IT, not just for the Fellowship Team, but for the entire organization. Staying ahead ensures that employees can confidently resolve client issues and adapt to new challenges. “Creating an environment where we’re learning at the same pace as technology allows us to stay competitive and gives our clients confidence that their issues will be resolved quickly and effectively,” Alex said.
This mindset also fuels Charles IT’s intensive onboarding process, another area where Alex plays a key role. He helps train new hires, making sure they align with company goals and have the technical skills needed to succeed. “Every new employee starts with a 60-day project, covering everything from scheduling to their daily responsibilities. Bootcamp gives us the chance to really get to know each other, which makes employees feel comfortable and encourages them to bring in fresh ideas for improvement,” he shared.
Beyond technical skills and learning about the products the company uses, this approach helps build team camaraderie early on. At Charles IT, every department works together toward a bigger goal. “We want everyone rowing in the same direction. It might feel like a firehose to the face at first but everyone needs to know what everyone is up to so we can support one another, especially if opportunities arise where we can help each other out,” Alex explained.
Overcoming Training Challenges and Keeping It Engaging
No matter who he’s training, Alex knows that learning new skills comes with challenges. The biggest hurdle? The mental battle of the unknown. “You reach a point where you don’t know what you don’t know,” he explained.
To help his team push through, Alex encourages them to take it one step at a time, stay consistent, and ask questions. He believes that overcoming the fear of seeking guidance is also key. For instance, you have to be okay with not knowing everything and be willing to learn from those who’ve been through it before.
Of course, training isn’t just about overcoming obstacles, it should also be engaging and fun. That’s why Alex gamifies the learning process whenever possible. “For example, in the Fellowship Program, we use a point system, like you earn points for taking calls, and at the end of each month and quarter, those points can turn into rewards like Amazon gift cards,” he shared.
Beyond rewards, Alex believes in interactive discussions over one-way lectures since it’s tough for people to just sit and listen all day. Instead, he gets employees talking, encouraging them to share insights and learn from each other. He also incorporates peer-to-peer learning, allowing trainees to teach and challenge one another. “Keeping people engaged means getting them actively involved in what they’re learning,” Alex said.
Ensuring Success in the Program and Supporting Those Who Struggle
While Alex wants his team to enjoy their training, success in the program is key. To make sure everyone stays on track, he conducts biweekly one-on-one check-ins to identify challenges early on. “When you ask in a group, everyone says they’re fine,” he explained. “But in a one-on-one setting, they’re more honest if they’re struggling.” These private check-ins also help employees who might be nervous to speak up in front of a manager, giving Alex the chance to offer direct support when needed.
“These biweekly check-ins allow me to get a pulse on the day-to-day,” he added. “That way, I know what’s going on, whether it’s personal or professional, because personal struggles can impact work performance.” This approach fosters a culture of open, or fearless feedback, and continuous improvement at Charles IT.
Of course, despite Alex’s best efforts, some employees still struggle. “There are times when people just aren’t putting the pieces together or grasping the technology,” he admitted. In those cases, he offers extra coaching and one-on-one sessions to reinforce learning.
But sometimes, the best solution is to identify an employee’s strengths and explore alternative roles within the company. For example, if someone isn’t excelling as a tech but is a strong communicator, they might be a better fit for the Business Development team.
“I like to direct them in a different direction or to a different department if they are the right fit for Charles IT,” Alex said. That’s why he prioritizes finding the right person, even if their initial skill set isn’t a perfect match. “We look for the right person over the right skills,” Alex emphasized. “And if you’re the right fit for the company, we’ll find something that works for you.”
Watching Employees Grow and Develop
For Alex, the most rewarding part of being a Training and Development Specialist is watching employees evolve. Seeing nervous trainees transform into confident technicians is something he finds truly special. “I had one person who was super nervous to answer the phone and would avoid it at all costs,” Alex shared. “Now, he’s the top phone-answerer, loves talking to clients, and enjoys figuring out new issues. Watching that confidence build, seeing people turn into techs right before your eyes, is something you don’t experience in most jobs.”
Beyond professional growth, Alex also values the friendships that form during training. He’s noticed that trainees often build strong camaraderie, supporting one another as they grow together. These bonds extend beyond training, creating a team environment where employees help each other succeed long after they’ve completed the program.
Ultimately, the training process is not just rewarding for the team, it’s fulfilling for Alex, too. Seeing employees develop new skills, gain confidence, and thrive in their roles makes all the effort worthwhile. “Watching them grow, build new skills, and become confident in their abilities is very rewarding,” he said.
At the end of the day, training at Charles IT isn’t just about learning technical skills, it’s about building careers, confidence, and a culture of continuous growth.
