SUMMARY:

• Passionate and highly motivated global trainer offering 15 years progressive experience in small and large groups across diverse industries and topics from human resources, development, software applications, and technology.
• Experienced working in culturally diverse environments in consulting, implementing,, and supporting technology implementations and adoptions.
• Proven record leveraging al theories and methodologies to design, develop and deliver successful onsite and virtual programs.
• Ability to motivate individuals and teams to foster strong customer relationships dat increase sales and productivity.
• & Development
• Content Management
• Instructional Design & Curriculum Development
• Program/Project Evaluation & Management
• Business Analysis & Process Mapping
• Process & Performance Improvement
• Waterfall & Agile Methodologies
• Functional End User Documentation
• Change Management
• Assessment & Analytics
• Customer Relationship Management (Salesforce)
• Student Information Systems (Banner)
• Analytics & Assessment
• Global Operations & Releases
• Global Road Warrior

TECHNICAL SKILLS:

• Salesforce Sales & Service Cloud / SMS Magic /Live Agent
• Atlassian JIRA & Confluence / IT360
• Confidential Banner Student, General, & FormFusion
• SAP Concur Invoice, Expense, & Travel
• MS Office Word, Excel, PowerPoint, Project, & Visio
• Information Builders WebFOCUS
• Google Analytics / Google Tag Manager

PROFESSIONAL EXPERIENCE:

Confidential

Global Business Analyst Manager

Responsibilities:

• Responsible for teh overall leadership, development, coordination and evaluation of software for domestic and international institutions of higher, professional, and vocational ranging from Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), Learning Management Systems (LMS), Student Information Systems (SIS), Business Intelligence (BI), Management Information Systems (MIS), and Web Presence Applications.
• Key success agent in bridging teh business and technology teams at various institutions, across multiple languages and time zones, and successfully deployed new software and business processes.
• Coordinated and delivered to various target groups from Chief Officers to front - line call center staff, and all staff levels therein on software applications based on business process, roles, and best practices.
• Developed online needs assessment for institutions to record and submit requests which streamlined, organized, and enabled requests to be efficiently managed and tracked.
• Initiated virtual and online pre-assessment, formative, and summative assessments to measure participants’ perception of value, progress, knowledge gaps, and evaluate objectives and TEMPeffectiveness.
• Developed synchronous and asynchronous (blended) learning experiences to address different learning styles, personalize for institution specific needs, and enhance TEMPeffectiveness and efficiency.
• Designed long-term and short-term programs and strategies to meet institutional requirements and needs.
• Developed materials including assessments, agendas, train-teh-trainer materials, presentations, exercises, end user guides, best practices, troubleshooting,, and system/application specific documentation.
• Partnered wif institution key stakeholders and subject-matter experts to co-develop personalized onboarding and go-live for enrollment and call center teams.
• Created and maintained a multi-media online documentation repository for 10 institutions.
• Supported and managed implementation lifecycle, change management, and technology adoption efforts on multiple software packages simultaneously across 8 international and 2 domestic organizations.
• Spearheaded reengineering initiatives to review existing business processes and software configurations for enhanced efficiency and optimization based on best practices and institutional need.
• Championed business requirement elicitation, and business standardization wif stakeholders, at all levels, to increase clarity between business and technical teams.
• Collaborated wif architects, engineers, developers, and QA teams to clarify requirements and project scope.
• Supervised full-time business/system analyst team, translation team, and international intern.
• Traveled extensively (35% domestic and 40% international) to provide and implementation support.

Confidential

Senior Consultant

Responsibilities:

• Led and supported Banner (Student Information System) implementations wif multiple cross functional teams in administration, academic, programming, and technology.
• Provided hands-on and virtual of teh Banner Student and General modules to team members and selected staff across diverse institutions.
• Established presentations, procedure user guides, and all materials for clients.
• Consulted institutions on policy and procedural best practice to ensure optimal results from newly implemented technology.
• Supported implementation lifecycle and technology adoption activities.
• Accountable for all aspects of service delivery of Banner solution.
• Managed and measured customer satisfaction, of project and utilization targets.
• Traveled 80% to client sites.

Confidential, Albany, New York

Assistant Director

Responsibilities:

• Responsible for teh program’s day-to-day operations, recruitment and supervision of faculty evaluators and support staff.
• Conducted request for proposal, developed business requirements, selected and launched CRM database implementation.
• Balanced program budget for travel, marketing, and evaluation revenue.
• Traveled ~35%, domestic and international, to supervise and facilitate course/learning experience evaluations.

Confidential, Latham, New York

Dean of Academic Affairs

Responsibilities:

• Administered daily operations of teh Latham, NY campus and supervised full-time and part-time department chairs as well as teh Registrar’s Office.
• Led teh development of teh college’s catalog, student handbook and academic calendar including faculty scheduling wif department chairs.
• Chaired teh Curriculum Advisement Committee charged wif reviewing and enhancing curriculum.
• Accountable for compliance wif NYS Department of and ACICS regulations for all student records, curriculum development and submission, attendance tracking, and instructional qualification adherence.
• Initiated, devised, and delivered on-going faculty development initiatives which included teh college’s in-service program.
• Re-designed assessment tools and supervised teh collection of data from students, including student surveys, course evaluations, and climate assessments.
• Created departmental reports and based on data analysis made recommendations.
• Established retention initiatives and benchmark contact program for students at risk. Incorporated program initiatives across three campuses, trained staff, created call scripts, and designed a student tracking database.