Executive Summary

• The following is a summary of my education, knowledge and skill sets, including, but not limited to:
• Excellent written and verbal communication skills
• Leadership skills including the ability to work collaboratively with multiple business units and cross-functional global virtual teams
• Certified in project management, change management ADKAR--Awareness, Desire, Knowledge, Ability, Reinforcement , and Six Sigma Green Belt
• Experience with methodologies and practices including Information Technology Infrastructure Library ITIL , Software development life cycle SDLC , and Software Engineering Institue SEI capability maturity model CMMI
• Knowledge of help desk processes
• Experience with implementation of electronic data management solutions and software, digital content management, and managed document services
• Experienced in root cause analysis, gap analysis, process improvement, and continuous improvement
• Familiar with database functionality, networking, main frame job scheduling systems, and EDI transformation
• Experience in industries including telecommunication government, banking and financial, airlines, and gas and utilities

Experience

Confidential

• Manage 2 million electronic document storage and facility move for client
• Program manage second largest 5 million annual revenue global infrastructure project in the company, which included:
• Development of process for second level help desk support and national help desk.
• Management of the print queue creation process using HP application My Request .
• Management of cross-functional virtual teams and customers, including technical personnel, throughout US, Europe and Malaysia.
• Problem solving and troubleshooting.
• Creation of standard operations guides, workflows and tables.
• Creation of PowerPoint presentations for customer audience.
• Assist with internal PMO projects, including responses to RFPs and effort estimates for project management resources, field resources, and professional services and creation of statements of work SOW .
• Manage technical resources for professional services and IT projects.
• Practice risk management risk identification, risk analysis, and risk response .

Confidential

• Successfully manage multiple projects for Accountant Training Networks ATN department, including:
• Point of Sale and QuickBooks Enterprise Solutions web-based courses learning management system LMS : Responsible for success of project including launching on time and 10,000 under budget. Managed course development timeline. Web-based test courses distributed on DigitalThink LMS to ensure sharable content reference model SCORM compliance against reusable, accessible, interoperable durable RAID criteria. Manage and monitor LMS vendor, and local and remote project team members in accomplishing assigned tasks
• Advanced Certification ProAdvisors: Determined system gaps and system errors, resulting in updates to the design and functionality of two applications Improved process for entering proadvisors into Intuit referral database.
• QuickBooks Spring Tour eight advanced certification webinars and seminars : Responsible for determining elements needed to improve presentations and training materials as well as improving the overall student experience. Direct and manage communication plan for announcements during Spring Tour. Manage SMEs and course developers in updating training material used in Spring Tour.
• Tracked metrics of course and instructor ratings.
• Identified reporting issues in ViewCentral database work with technical operations personnel to resolve.
• Work with contract management legal department to modify statement of work SOW to draft agreement with vendor and create SOWs for contract personnel.

Confidential

• Manage project for web-based ADP systems HR ESS, MSS, WinFlex ReportSmith, TimeSaver and Enterprise and NiteVision Property Management System implementation, including:
• Development of documentation and training strategy for software Go Live.
• Development of communication plan for announcements during preliminary and post Go Live events.
• Guide and mentor general managers of hotels acting as SMEs, assigned to develop training and user documentation materials.
• Collaborate with IT Department teams to determine schedules and progress of integration effort.
• Communicate with cross-functional teams for input into hotel conversion efforts and rolling deployment of software.

Confidential

• Duties consisting of hiring project resources, preparing a managing training budget 100,000 scheduling and approving expenditures, and business development.
• Manage, lead and mentor a team of 11 consisting of:
• Instructional designers and trainers who produced job-specific training.
• Technical writers who produced user manuals for software and online Help.
• E-learning designers who produced web-based training for software systems.
• Assess training needs for operations environment. Create storyboards to determine flow of training for web-based applications and job functions.
• Consult with business unit stakeholders regarding training needs to meet business objectives. Partner with subject matter experts to provide input for course content.
• Coordinate delivery of training programs and monitor project progress.
• Perform evaluation of participants and training program, and make recommendations for improvements.
• Manage all facets of training projects to ensure deliverables meet schedule, budget, and quality goals. Leverage resources to meet project deadlines and prioritize work efforts.

Confidential

• Develop strategy for training and user documentation for 1 Million web-based complex tax auditing application, TREES.
• Work with change management contractor to develop communication strategy.
• Supervise and mentor junior writers and content developers.
• Delegate assignments to junior writers and content developers to create training manuals, instructor manuals, online help and user documentation.
• Develop standards and assure project requirements documents compliance with standards.
• Perform business analysis and work with SMEs and end users to determine requirements and map processes for the second phase of the web-based application TREEs system.

Confidential

• Assisted with implementation of web-based AMDOCs application including:
• Working with SMEs and course developers to document work flow and training requirements.
• Working with IT department and business units to communicate business requirements.
• Attended design meetings to determine business requirements to be configured in application.

Confidential

• Direct and lead staff of technical writers documenting system code written in C , utilizing .Net technology for web-based application. Manage 200,000 budget for fiscal year.
• Create processes and procedures for streamlined documentation production for web-based application. Lead restructuring effort of over 40 books into five guides, and enforce template consistency.
• Increase production of writers and reduce documentation maintenance time by single sourcing FrameMaker documentation. Implement indices into FrameMaker books to improve searching capability.
• Improve usability of documentation resulting in reduced calls to customer support. Improve PDF usability by adding navigation bookmarks. Incorporate navigation menus into install shield to increase usability. Implement Information Mapping methodology in documentation to improve usability.
• Reduce HTML Help and PDF production process for documentation delivery from three days to six hours.
• Create and implement new FrameMaker template, and lead change process to perform template modification on 8000 pages of documentation.
• Perform usability evaluation on GUI interface.