CAREER SUMMARY:

Award - winning training manager with over 20+ years of experience driving employee and organizational grown utilizing my experience in instructional design, knowledge management and project management. Eager to contribute my knowledge and passion to improving the productivity of organizations and individuals.

TECHNICAL SKILLS:

Professional Development: ITSM/Service Mgmt., Program Mgmt, Leadership Excellence, Project Mgmt., Consulting Skills, Transitioning to Mgmt., Financial Connections, Strategic Planning, Change Mgmt., Presentation Skills, Crucial Conversations, Shaping the Culture.

Computer Software: Windows, Mac. Microsoft Office including MS Project e-Discovery tools iCONECT, Relativity, Clearwell. Browsers Internet Explorer, Firefox, Mozilla, Chrome. Communications MobileIron, SharePoint, Skype, Lync, WebEx. eLearning tools Captivate 8, RWD UPerform, Learning Management Systems-Skillport, Outstart LCMS (Learning Content Mgmt. System). Help Desk Tools Remedy/ITSM, Numara Footprints, Active Directory Management.

PROFESSIONAL EXPERIENCE:

Confidential

IT Service Desk Manager & Knowledge Manager

Responsibilities:

• IT Service Desk manager supporting the IT needs of over 4,600 Confidential employees.
• Developed IT KnowledgeBase for IT support tech’s to quickly resolve user issues. Editing for readability.
• Incident, Problem manager and Service Level management.
• Conducted brown-bags on various topics.
• Onboarded new employees, conducting orientation and coaching.

Confidential

Training & Help Desk Manager

Responsibilities:

• Manage organizational effectiveness related to the Confidential program supporting hundreds Confidential -Federal Government employees and outside and opposing counsel.
• Evaluated and developed training on eDiscovery tools. Identify learning opportunities and assess skill gaps for stakeholders and utilize the ADDIE instructional design process model for developing quality, blended learning (classroom, virtual, web-based & printed materials).
• Solely trained, on technical tools, over two-hundred Confidential customers in hands-on, interactive classes and over three-hundred customers have participated in webinars.
• Identified a gap for efficiency improvement and developed training to fill that gap by instituting a SME (subject-matter-expert) mentorship program where student’s knowledge of the technical tools and process increased 60% after attending training.
• Identify projects risks and operational challenges and come up with solutions that mitigate risk and drive quality processes.
• Implemented a solution resulting in calls’ response time being answered within a 93% improvement to the Service Level Agreement (SLA).
• Overhauled the Confidential help desk including the development and implementation of process improvements.
• Team member on the contract proposal.

Senior IT Project and Knowledge Manager

Confidential

Responsibilities:

• Led the strategic development, by partnering with various stakeholders, on a stable knowledge management platform serving all 140,000 employees with IT-related self-help tools available 24x7 (available via the Confidential search engine).
• Key player in the development and integration of ITSM processes.
• Managed the execution of the Confidential Help Desk knowledge repository to assist in first call resolution. Developed and provided governance on best practices for knowledgebase.
• Skilled in requirements gathering, analysis and program development.
• Designed quality and performance reviews and improvement plans.
• Led diverse, virtual, innovative, collaborative teams.
• Managed and created needs assessments to increase effectiveness of staff and training.
• Onboarded, orientation of new employees including the development of career paths and succession planning.

Senior Distributed Matrix Organization Training Manager

Confidential

Responsibilities:

• Manage the CC Awareness campaign plan and implementation.
• Led the network of 70+ customer care field consultant and developed and conducted the workshops.
• Co-author of two books for Confidential employees on customer care, developed CC Compliance module, CC marketing material and Customers as Partners Month.
• Trained four-hundred IT personnel on customer service skills.
• Served as a change agent on the CSC merger project (Pinnacle award winning) Included onboarding and coaching hundreds of new employees.
• Developed and coordinated strategies to improve service delivery.
• Maintained Talent Management/career paths for the Corporate University, member of Learning Advisory Board and common core curriculum design teams.
• Interviewed potential employees and provided orientation and on-boarding for new team members on organization culture and provided feedback and direction to new hires.
• Provided customer service consulting and training to various Confidential companies. Key Projects include: Service Strategy Alignment Tool, Customer Service WBT, Innovation Training Content Development, Security Awareness Briefings Development and execution.
• Presented at the internal IT conference twice on workplace productivity.

Training Manager

Confidential

Responsibilities:

• Corporate IT training manager to senior executives and 1,000 employees including International and domestic field offices, trained over one-thousand employees on various applications and developed and conducted training on new software roll-outs and upgrades.
• Conducted needs assessment, designed, developed, implemented and assessed training (conducted instructor-led, virtual sessions and created web-based | e-learning tutorials).
• Supported business development and international business development offices.
• Liaise with outside vendors to provide cost efficient in house training. Developed a marketing plan and training schedule. Acclimated new employees and recommended training or provided one-on-one training as needed.
• Certified and experienced trainer on software applications, innovation, diversity and ethics.

IT Help Desk Manager and Enterprise Transition Coordinator

Confidential

Responsibilities:

• Managed the computer help desk, responded to customers problems and dispatched technicians as required.
• Maintained quality control of service and support.
• Trained incoming support personnel. Implemented ITIL process improvement.
• Investigated and solved customer’s desktop hardware and software problems. Installed new computers and trained customers on use of new systems.