CRMpeople

CRMpeople.com

Presents

Resume 816.

Summary of Qualifications:____________________________________

Results focused training specialist with a proven record of successfully creating and delivering end user training. Designed and delivered to a wide variety of industries including telecom, retail and commercial office suppliers, data storage, resort and hotel, medical software, commercial food service, transportation authorities, copy/printing, and a variety of other industries. Divisions within the organizations include sales divisions, call centers, support centers, contracts departments, logistics, finance, human resource, maintenance, and engineering departments.

Training Manager: (Knowledge Impact)

Managed instructor-led training (ILT) projects for enterprise solutions including variety PeopleSoft modules, Clarify Suite of products, Siebel Sales, Saratoga Systems and other proprietary and CRM systems.

Trained and mentored team members while managing ILT projects up to 20 full time employees.
Largest ILT project consisted of 2,200 end users.

Individual project revenue was based on training deliverables up to $750,000. (Telstra Telecom- Australia)
Largest number of trainers on a single project was 17 trainers.
Managed ILT resources consisting of internal and contracted trainers across multiple concurrent training projects. (Office Depot, New York Port Authority, Storage Technologies, Océ Printing)
Responsible for locating, contracting and allocating resources.
Ensured projects stayed within budget, scheduling needs were met, and trainers were well prepared and supported during projects.

Project dependent, delivered end user training.

Assisted Sales team in generating engagements, reviews of RFP’s, proposals and Statement of work

Attended Tradeshows to assist sales with demonstrations

Training Lead: (Knowledge Impact and Micros/Fidelio Systems)

Conducted subject matter expert (SME) interviews to gather specific information for training definition and development.

Information gathered from SME interviews consisted of solution/application functionality, corporate standards, application customizations, interfaces, data feeds, and end user needs/requirements.

Analyzed the business needs and developed training plans that clearly identified guidelines, methods of delivery, user groups definitions, timelines and scheduling.

Defined training elements, content, and learning objects. Ensured business processes were understood as related to the training.

Courses were designed to ensure consistency of delivery across all user groups, business units, department and regions based on end user skill-set, training locations, and budget.
Courses were designed as interactive, real-life, and/or day-in-the-life in terms of exercises, scenarios, cases, labs and presentations.
Quick thinker who can master new applications, business processes and concepts and convey them to team members.
Responsible for ensuring the transfer of knowledge to all allocated trainers on the project.
Ensured consistency of training delivery for all classes delivered.
Delivered end user training consisting of one or many delivery methods: Instructor-Led, Train-the-Trainer, Webex / Web delivery, One-on-One, and Desk Side Assistance.

Trainer / Instructor: (Knowledge Impact and Micros/Fidelio Hotel Systems)

Successfully delivered interactive, real- life, and/or day-in-the-life end user training. In adult learning, it is critical that training delivery is meaningful to the learner.

Ensured that adult learners related and participated in to the training sessions.
Utilized client’s products, services, and individual participants roles to encourage participation.
Incorporated discovery methods, check points, and in-class award based games to sustain class engagement and interaction.
Used adult learning methodologies and incorporating how adults learn in all training delivery ensures that all end users are learning and will be successful.

Training Consultant: (Knowledge Impact)

Consulted with clients on Change Management Theory as it applies to end users role on new system implementation.

Developed methods to ensure user acceptance, understanding the need, and benefits of the new system.
Ensured effective change strategies were defined, implemented and in place prior to and during new solution rollout.
Determined and defined support mechanisms i.e. helpdesk personnel, documentation, Intranet links to solution updates.
Ensured departmental key users were available and known to the end users.
Proposed delivery of pilot courses and user acceptance training to gather feedback for the success of enterprise solution implementation.
Determine methods of supporting new users after "Go Live".

Senior Implementation Specialist: (Micros/Fidelio Hotel Systems)

Managed all on-site aspects of the configuration and implementation of the software installation.

Configured interfaces and products associated with the client’s core product. Customized databases and screens to meet client business or corporate needs.

Designed and customized reports and documents.

Conducted version upgrades and end user re-trains.

Worked with key corporate clients to develop standard operating procedures for installations corporate-wide. (Radisson, Ritz Carlton, and Hilton Hotels)

Delivered and designed training to meet custom configuration needs of their system.

Delivered re-trains, new hire training and new release training for enhancements to existing systems.

Basic Knowledge of Novell and NT

Professional Experience:__________________________________________

Knowledge Impact 06/2000 – Present Training Manager - Instructor-Led Services

Micros/Fidelio Hotel Systems, Americas 01/1996 – 06/2000

Senior Implementations Specialist

Omni Shoreham Hotel- Washington DC 12/1995 – 01/ 1996 Assistant Director of Conference Services

Education:______________________________________________________

Bachelor degree in Aviation Management Embry-Riddle Aeronautical University,

Daytona Beach, FL

Professional and Personal References upon Request