SUMMARY

• Highly motivated technical training and curriculum development professional with 17 years extensive experience in planning, designing, building and teaching training programs. Extensive experience in conducting instructor-led and distance learning training to diverse clients from sales personnel to engineers.
• Technical skills include teaching and developing courses for:
• o Networking protocols: TCP/IP, MPLS, Carrier Ethernet, SONET/SDH, OTN, and ATM.
• o Telecom protocols: DS1/DS3/E1/E3, SS7, GSM, IS41, and VoIP SIP, MGCP, and H323 .
• o Cisco Routers, Switches, Firewalls, and Call Managers.
• o Cloud Server Virtualization.
• Expert knowledge of Windows, Microsoft Office, Visio, Adobe Acrobat, Snag-It, and Webinar software.
• Knowledge of Linux, Solaris, Adobe FrameMaker, Oracle, MS SQL, My SQL.
• Strong leader, problem solver, and innovator with excellent oral and written communication skills.
• Managed Air Force and civilian customer care, contracts, projects, and programs.
• Active Secret Security Clearance.

PROFESSIONAL EXPERIENCE

• Confidential Training Specialist Cloud Services
• Design and administer Cloud Services Curriculum as well as facilitate live instructor-led and interactive instructor-led virtual classes to Cbeyond's sales force to build their confidence and competence in selling Cbeyond cloud products. Conduct train the trainer sessions on cloud services to sales and operations trainers to build their technical skills.
• Facilitate technical instructor-led classes to Cbeyond Technical Tier 1 and 2 personnel in Cisco, SIP, and networking technologies voice and data systems troubleshooting and voice and data systems restoration.
• Administer learning plans, courses, test, and classes through Cbeyond's Learning Management System.
• Created Cloud Corner SharePoint site to enhance sales and operations teams understanding and competency. This site provides articles, videos, and whitepapers on cloud, MPLS, network, storage system, and server virtualization technologies.
• Host and facilitate Technical Rapid Fire training sessions for sales, sales engineering, and technical operations personnel to increase their Cloud Server, Cloud SIP PBX, and MPLS competencies.
• Develop testing and track metrics to ensure comprehension of key concepts. Provide feedback to business units on their personnel's progress.
• Certified as a Development Dimensions Institute DDI Facilitator in 2012.
• Confidential Instructor II
• Provided training and instructional design for two high visibility projects for the US Army:
• Warfighter Information Network-Tactical WIN-T Battalion Command Post Node BnCPn System June 2009 to February 2010 and February 2011 to February 2012 .
• Joint Tactical Radio System Handheld-Manpack-Small Form Fit JTRS HMS Radio Systems February 2010 to February 2011 .
• Provided formal classroom training on the WIN-T BnCPn to the US Army in accordance with ARMY and TRADOC training and documentation standards. Trained Army personnel on installation, operation, management, and maintenance of the BnCPn and associated component equipment.
• The BnCPn system consisted of Cisco 2811 and 3825 Routers Cisco 3560G Switches Cisco ASA 5510 Firewalls Cisco Call Managers Cisco 7962 VoIP Phones Citrix WANScalers KG-175D and KIV-7M encryption devices and CTM-100/C Protocol Converters.
• Developed O M courses for the JTRS HMS Radio Systems for the US Army in accordance with ARMY and TRADOC standards. Developed Contractor Data Requirements Lists CDRLs supporting system installation, operation, management and maintenance of the JTRS HMS Manpack Radio and associated component equipment.
• Presented with General Dynamics Silver Eagle Award by the CND Director of Training in August 2010 in recognition of above and beyond performance and contributions to the JTRS-HMS Training Program.
• Confidential LEAD TRAINING ENGINEER
• As the lead Instructional Designer, developed web, distance learning, and classroom based training courseware for internal and external customers. Performed task analysis, developed storyboards, and created courseware for training courses. Managed the Alpharetta,GA Training Center.
• Increased customer proficiency, decreased support calls, increased customer's satisfaction by creating courseware detailed in the product operation, maintenance, administration, and fault isolation.
• Provided expertise in course development by developing training course labs for less technical, course developers, ensuring appropriate hands on experience and confidence of customers.
• Confidential TECHNICAL TRAINER / COURSE DEVELOPER
• Developed classroom based training courseware for internal and external customers. Taught product courses to
• Carrier Access internal and external customers.
• Created critical PowerPoint training presentation in approximately 30 days to meet company's contractual obligations with top customer.
• Reduced support calls, and increased product sales by teaching customers how to install, configure, and maintain the company's Voice/Data/VoIP Access Device DS1/DS3 Multiplexer GR-303 Voice/Data Concentrator and Wireless T1/E1 DACS and TDM/ATM converter.
• Confidential SENIOR CONSULTANT
• Conducted business consulting consisting of analyzing customer's operations, identifying inefficiencies, increasing customer profit using Prophesy's applications. Created job description, policies, and procedures.
• Ensured retention of five high profile customer accounts and create additional sales opportunities for Prophesy's account managers by solving customer problems that were not resolved by the support group.
• Tested Prophesy's accounting/dispatching software, identifying deficiencies. Ensured quality software for Prophesy's customer base and increasing customer confidence in Prophesy's products.
• Confidential MANAGER, TECHNICAL TRAINING
• Developed and facilitated classroom based training courseware to internal and external customers. Designed and equipped Telenity's first training center and US support/training lab developed all training and technical writing policy and procedures. Managed seven remote trainers and technical writers in Turkey and India.
• Directed an internal training program to train new software developers, support and test engineers which was instrumental in Telenity growth from a seven employee company to a 250-employee company in less than 2 years.
• Created numerous custom training courses for custom-embedded Next Generation Wireless GSM, GPRS, GMLC voice and data VAS applications to meet contractual obligations and build customer confidence in Telenity's software.
• Increased sales and improved customer relations by developing and providing presales technical demonstrations to Tier 1 and Tier 2 wireless carriers in North America, Europe, and Asia.
• Confidential MANAGER, EDUCATION SERVICES
• Performed duties as technical trainer, course developer, test engineer, and SS7 ISDN protocol consultant.
• Taught System Engineers and Developers SS7, ISDN, ATM, on the utility of protocol analyzers to diagnose protocol problems, greatly reducing software code errors.
• Identified grounding and cabling problems in test labs that caused high Bit Error Rates and high frequency induction lead to Telcordia Technologies certification of the test labs.
• Troubleshot software protocol problems in Tachion's Collapsed Central Office Switch, isolating problems in hours that engineers troubleshot for days.
• Confidential LEAD, DIAGNOSTICS GROUP TECHNICAL TRAINER
• Trained internal and external customers developed custom courses recommended trainers and material needed for those courses ensures that customer receives quality training that meets their needs.
• Supervised and trained two technical trainers increasing core competencies and knowledge to provide the customer with quality training.
• As technical expert for Inet's Diagnostics Products SS7 IS41C, D, E GSM GPRS ISDN and X.25 protocols provided training and assistance to Support improving their technical skills to better assist customers.