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Systems And Operational Support Resume

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NJ

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PROFESSIONAL EXPERIENCE
SUPERMEDIA – Confidential,7/1985 – 11/2011 (formerly IDEARC MEDIA CORP, VERIZON INFORMATION SERVICES and GTE DIRECTORIES CORP)

Writer – Systems and Operational Support 8/2007 – 11/2011

  • Managed corporate sales communications programs, including instructional content and documentation, aimed at driving corporate sales goals and strategies
  • Partnering with IT and operational process SMEs, I authored and distributed system process documentation and PowerPoint presentations to guide end-users in system and operational procedures
  • Provided technical leadership and subject matter expertise across large-scale, complex initiatives – such as system conversions, product rollouts, new policy and compliance requirements - establishing goals, assigning roles, defining processes and procedures, and managing/reporting results

Staff Consultant – Quality Management Systems 3/2005 – 8/2007

  • Managed ISO and Quality Management Systems (QMS) practices and applications training
  • Developed, maintained and reported on the performance of the organization’s Quality Management System
  • Conducted internal audits as defined by the requirements of the ISO 9000-2000/TL9000 Standard and ANSQ/ISO/ASQ QE19011S-2004 and implemented corrective action plans based on audit findings

Instructional Designer/Confidential,8/2000 – 3/2005

  • Successfully coordinated/managed end-to-end training efforts including training needs analysis, design, development and training delivery as well as follow-up evaluation and reporting
  • Using a variety of tools (PowerPoint presentations, simulation software, authoring applications, etc.), I created engaging and impactful training programs to support a variety of training initiatives (i.e. new hire and continuation training, pre/post-launch system training, CRM skills, process, policy and compliance)
  • Utilized blended delivery methods including ILT, WBT and CBT training, simulation, webinars, e-learning, side-by-side coaching, cross-training, and on-the-job learning activities designed to match form to function
  • Managed full spectrum of training activities – including venue selection, schedules and enrollments, training materials, equipment attainment, roster and learner history maintenance, training assessments, and more

Production Supervisor – Confidential, 5/1987 – 8/2000

Executive Assistant to Director & VP of Printing Services 7/1985 - 5/1987

EDUCATION / CERTIFICATIONS / SPECIALIZED TRAINING

  • Associate Degree - Business Administration

PROFESSIONAL & SOCIAL ASSOCIATIONS

  • American Society for Training & Development (ASTD) - Fort Worth/Mid-Cities chapter
  • Instructional Design & E-Learning Professionals\' Group – Linkedin Group
  • Organization Development & Training Forum – Linkedin Group
  • Learning & Development Professionals Club – Linkedin Group
  • Effective and Fun Training Techniques – Linkedin Group

LEADERSHIP ROLES

  • Selected to be a Subject Matter Expert (SME) during Corporation’s application process and ultimate award of the Malcolm Baldrige National Quality Award
  • Appointed MENTOR in formal corporate "Mentoring Program" in conjunction with Dallas/Fort Worth Minority Supplier Development Council (D/FW MSDC)
  • Served as corporate Chairperson for American Heart Association’s annual "Women & Heart Health" event (now known as “Go Red for Women Luncheon”) for four years

TECHNICAL / SOFTWARE SKILLS


    • Microsoft 2010: Excel, Word, PowerPoint, Outlook
    • Mapping Applications: VISIO, Task Map (Harvard Computing Group)
    • Authoring Tools: Adobe Captivate, Articulate Presenter, User Productivity Kit (Oracle)
    • Adobe Acrobat / Photoshop
    • SNAG-IT
    • SameTime/NetMeeting/LiveMeeting

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