OBJECTIVE:

To find an organization that values a proven Trainer with effective communications skills and dedication to meet client needs. I have vast experience in custom software training, with emphasis on delivering effective and sustainable training. A strong focus on client satisfaction, reliability and efficiency.

SKILL:

Office Productivity Tools: WebEx, Go To Meeting, Adobe Connect, Camtasia/Captivate, MS Office, Concur (Travel & Expense), SharePoint, Remedy

Software: SAP, Parature, ITSM, IQ ( Confidential App), Remedy, Microsoft Dynamics, Seibel, Custom CRM, SIS (Student Sys Info), DSIAS (State Dept. App)

Skills Summary:

• Exceptional Training and support skills for custom software and solutions
• Proven ability to learn highly technical software and business process
• Effective Communication Skills with technical and non - technical clients/end users
• Ability to Train Trainers and conduct Train the Trainer Sessions

PROFESSIONAL EXPERIENCE:

Confidential, Vienna, VA

Training Specialist/Training & Implementation

• Conducted interactive hands on training for government on health care applications
• CONUS travel to all VA Prosthetic hospitals for in person, desk side and virtual training
• Responsible for change management session on new system and business process changes
• Worked with Developers and SME on enhancements and client request
• Provided customized Training reports and student evaluations
• Assessed training needs of the staff to evaluate effectiveness and sustainability

Train the Trainer

• Conducted Train the Trainer session for new instructors and for clients
• Led session on how to facilitate, teach software, system training and business process
• Responsible for taking new trainers to client sites to shadow Live training sessions
• Trained Managements and Supervisors how to train and troubleshoot software
• Taught Soft skills, Adult learning theory principals and custom technical training
• Evaluated and assessed and the readiness of new trainers after a boot camp

Confidential Alexandria, VA

Software Trainer

• Delivered new product and technology software training sessions
• Facilitated the integration, implementation and streamlining client solutions
• Escalated issues to the appropriate resource or developers to resolve issues
• Participated in the implementation, Pre/Post GO Live and Software support
• Collaborated with Developers, Implementation team, SME and Support Staff
• Customized training sessions to reflect client business process and best practices

Confidential Washington, DC

Senior Technical Trainer (Short Term Contract)

• Responsible for Training the DC public schools and Confidential Staff
• Implemented and rolled out a Student Information System ( Confidential ) software
• Tested and completed several validations of the application
• Served as the initial point of contact for internal staff and Washington DC Central office
• Completed Change Management sessions on new system and changes to business process
• Carried out the DC chancellors mission to transform schools and close achievement gap
• Provided technical support and desk side guidance support Pre and Post Go live
• Traveled daily to DC schools to monitor the effectiveness and daily usage of the software

Confidential Mclean, VA

Software Trainer (Short Term Contract)

• Conducted multiple software training for Relationship Bankers, Tellers and Bank Managers.
• Facilitated Change Management sessions geared toward preparing users for new software
• Responsible for testing and grading students after each training classes
• Validated Training room computers and monthly software updates
• Tested the legacy application and the new custom software
• Traveled to multiple client sites to provided Training Pre and Post Go Live
• Maintained student schedules, test results and progress evaluations

Confidential Alexandria, VA

Software Trainer

• Provided software training sessions pre, during implementation of custom ERP software
• Provided solutions to customers in order to optimize their daily use of the software.
• Responded effectively to user needs (coaching, clarification and follow up)
• Tested the database in the training site and production site at the same time
• Provided ongoing technical and software support to clients during/after implementation
• Completed Change Management Assessment for new system and business process changes
• Created and maintained training documentation using authoring and publishing tools

Confidential Washington, DC

Software Training Specialist

• Tested custom software before it was deployed to production servers.
• Created training material such as user guide, SOP and FAQ’s.
• Led boot camp training for users to pick up new technologies rapidly and effectively.
• Worked with developers and SME on software enhancements during test and production
• Demonstrated and conducted test pilot sessions for new products and services
• Evaluated effectiveness of Training using surveys and other client engagement initiatives.

Confidential Washington, DC

Trainer

• Helped customers integrate/streamline their business solutions into software.
• Tested software before it was deployed to production servers.
• Worked with developers and SME on Software enhancements during test and production
• Created training materials such SOP, User Guide, FAQ’s and Training Video’s.
• Effectively collaborated with clients to ensure learning objectives were implemented
• Demonstrated and conducted test pilot sessions for new products and services.

Confidential Washington, DC

Software Trainer

• Conducted desk side and formal training for State Department end users and staff
• Responsible for conducting testing and user acceptance sessions.
• Organized, updated and centralized documentation for training department.
• Demonstrated and conducted test pilot sessions for new products and services.
• Evaluated effectiveness of training through surveys and other client engagement initiatives.
• Worked with Developers for testing and user acceptance sessions
• Provided ongoing technical and software support to further customization of application
• Effectively collaborated with clients to ensure learning objectives were implemented.

Confidential, Washington DC

Software Trainer

• Trained government users on how to navigate custom OMB budget applications.
• Evaluated effectiveness of Training through surveys and other client initiatives.
• Developed custom and client specific training programs
• Worked closely with developers and SME on all applications before production.
• Tested the system for errors and new updates

Confidential, Arlington, VA

Technical Support Representative

• Responsible for responding to calls/emails regarding company software and services.
• Trained clients how to create accounts, navigate and initiate transactions.
• Logged calls and tracked issues on a custom CRM application.
• Maintained and updated client test scores, dates and online certificates.
• Worked with the developer and accounting and customer support departments.
• Provided Software Training for clients via phone and email.

Confidential Alexandria, VA

Customer Support Representative

• Responsible for supporting a web based travel system for fortune 500 clients.
• Resolved software usage and functionality issues.
• Worked closely with the development team, travel and accounting departments.
• Trained clients on how to create accounts and navigate proprietary software applications.
• Demonstrated and conducted Test pilot sessions for new products and services.
• Trained offshore Tier Support to bring them up to speed on procedures
• Helped customers integrate/streamline their business solutions into proprietary software.

Confidential, Fairfax, VA

Customer Support Specialist (Government Contractor)

• Created accurate helpdesk tickets from live calls and emails.
• Trained clients on how to create accounts and navigate custom applications.
• Worked with Developers and SME on Software enhancements during test and production
• Escalated issues to the appropriate resource or developers in a timely manner.

Confidential, Fairfax, VA

Customer Care Representative

• Provided Support to Field Services team for new products and product roll out
• Answered busy 800 phone line and email queue.
• Assisted retailers and technicians with questions about company software and services.
• Responsible for troubleshooting software technical issues.
• Trained sales team on company software and products.

Confidential Washington DC/New York City, NY

Supervisor/Specialist

• Escalation point for other groups regarding complex technical issues.
• Trained new hire employees on the entire firm’s proprietary software.
• Tracked all support team tickets to ensure quick response and resolutions.
• Trained clients on how to create accounts and navigate software.
• Responsible for notifying the firm when major servers and key applications were down.
• Provided first line Support for the firms Tax software.
• Analyzed incidents using previous experience to reach root cause of issues.
• Tested software before it was deployed to production servers

Confidential, Herndon, VA

Trainer

• Provided Software and Hardware Training for Cannon products
• Conducted boot camp training for get Call Center Technicians on new software products.
• Maintained schedules, trainee test results and progress evaluations.
• Tested new agents on products, procedures and software.
• Conducted weekly quality assurance tests on new hire conduct.