SUMMARY

• Multi - faceted IT professional wif over 20 years of combined IT/PM experience
• The ability to work nationally and globally wifout close supervision
• Over 20 years training, implementation and deployment
• 20 years implementing new technologies in a change management function
• 15 years managing, implementing and delivering Customer Relational Management systems
• 20 years managing small, medium, and large-scale projects
• 25 years multilevel training deliverables including: instructor-led, web-based, computer-based, forum-based, and blended
• Scrum Master, Agile
• Proprietary and COTS Trainer- Senior Level
• Six Sigma Green Belt
• Excellent C-level presentation skills
• Driven and structured communications approach
• Compliance to Risk Management and Cyber Policies
• Delivered successful US Government and Federal contracts

TECHNICAL SKILLS

Operating systems: Microsoft Office, 365, CRM Dynamics AX and MAC

Hardware: Wyse Winterm 5440 XL, HP PC, HP, Cisco Servers, Compaq PC, AS/400, Gateway PC and laptop, Dell PC and laptop, Call Logging Servers, Interactive Voice Response, Automatic Call Distribution and Networking security

Database Systems: Access XP and ODBC Utilities

CRM: Salesforce, Genesys, Microsoft CRM Dynamics, Proprietary platforms

ERP: JD Edwards Financial Reporting

Productivity: Version One, MS Project, Mind map, Visio, Microsoft CRM Dynamics AX, Microsoft Office 365, MS Project, JIRA, Tableau, Google Drive, Asana, Basecamp, Trello, MS Office, SKYPE Business, WebEx and One Note

Web Based Technologies: HTML, FrontPage, Dreamweaver, and Flash, Go To Meeting, Cisco WebEx, Verizon WebEx

Call Center Technologies: Cisco, Genesys, Avaya, CTIOS, Web Monitor and IBM Client Access

Functional Areas: Finance, M&A, Big DATA, Consulting Services, Professional Services, Resellers, Retail, Telecom, Infrastructure IT, Government/DoD, and Transportation

Social Media: Strategy Implementation, Speaker presentation, Training sessions and workshops

Cyber Security: Forescout NIST Webcast, Addressing NIST Security Controls, DoD clearance/Public Trust

PROFESSIONAL EXPERIENCE

Confidential

CRM Master Trainer

Responsibilities:

• Preparing Call Center Agents for OPEN season (enrollment/registration) campaign
• Facilitation and Interactive training delivery
• Web-based, call center simulation practice and engaging in-class activities
• Prepare call center agents for certification exam
• Evaluate agents, nightly debrief, weekly recap reports
• Collaborated wif internal business partners such as HR, VP’s and Managing Directors
• GO-LIVE support after call center agents passed certification
• Assist Managers in day-to-day coordination and management of business operational activities.

Technologies Used: Genesys, Microsoft Office, SharePoint, Online knowledge-based tools, Google Drive, Google Sheets, CISCO WebEx

Confidential

Project Manager

Responsibilities:

• Managed the commencement of service for all new business through tracking, portals and communication templates.
• Internal business partners such as Sales, VP’s and Managing Directors streamlined the team’s tracking of prospective clients
• Organize and trained their enterprise business unit on PMP methodologies
• Assist Managers in day-to-day coordination and management of business operational activities.

Technologies Used: OCM methodology, Microsoft Office, Google Drive, Google Sheets, SKYPE for Business, CISCO WebEx, Asana

Confidential

Sr. Program Manager

Responsibilities:

• Delivered impactful projects/programs as assigned, and serve as change agent driving adoption of PMLC across the organization.
• Responsible to provide direction, prioritization and structure to enable efficient implementation of assigned projects and initiatives.
• Responsible for directing the implementation of strategic planning, leading and directing all aspects of a major, diverse, and highly complex programs impacting the operation.
• Owns hands-on delivery of programs.
• Facilitated the identification and management of all interdependencies and areas of risk.
• Adhered to the UA Program Management Life Cycle framework and all policy, procedure, guidelines as applicable.
• Led and manage projects as assigned, both tactical and strategic.
• Deliver high quality artifacts and outcome through all phases of PMLC including Envision, Design, Build, and Activate as needed to realize measurable business results.
• Coach, guide, train project team members and other PMs on EDBA, PMLC and related artifacts and deliverables.
• Managed multiple large, complex projects across multiple swim lane functions On-board project management staff.
• Proven expertise successfully managing business and technical resources under an integrated project plan to ensure the alignment of resources.
• Presented, escalated, and provided solutions to senior leadership.
• Demonstrated proficiency in facilitating, delegating and motivating cross functional groups or activities.
• Exposure wif change management/facilitation, enterprise communication and training.
• Highly organized, and the ability to multi-task competing priorities.
• Provide leadership, guidance, influence and mentoring for project teams.
• Experience wif process/system mapping and analysis.
• Conformed to shifting priorities, demands and timelines through analytical and problem-solving capabilities

Technologies Used: OCM and Agile methodologies, Microsoft Office 365, MS Project, SKYPE for Business, CISCO WebEx

Confidential

Microsoft Dynamics CRM Deployment Trainer

Responsibilities:

• Microsoft Dynamics CRM and POS rollout to Army and Air Force Bases
• Traveled around a geographical region of the U.S. to specific Army and Air Force bases providing training to their Exchange Services (AAFES) employees.
• These AAFES employees currently work at retail locations. My responsibilities included providing an 8-hour stand-alone training session to Managers, as well as training selected employees on Retail, Quick Service Restaurant (QRS) or Fuel in 3 separate 4-hour sessions.
• The class size was a maximum of 25 participants and delivered in a train the trainer format.

Technologies Used: OCM methodology, Microsoft Office, Smartsheet, Microsoft Surface Tablet training, Daily Report to AAFES C-Suite

Confidential

Senior Lead Trainer

Responsibilities:

• Training corporate personnel in the Retail industry such as Hallmark, BJ Wholesale, CHICOS, White House Black Market, Boston Proper, and SOMA’s
• End users training nationwide
• End user train and supported, following established operational guidelines
• Provide client training using a T-12 project plan
• End users range from Sales Assistants to Upper Managers
• Client site responsibilities includes web-based training completion
• Training platforms - POS training
• Proprietary banking software training
• Hardware - Fujitsu hardware installation assistant
• Cash Automation training to include SCO’s (self-check outs)

Technologies Used: OCM methodology, Microsoft Office, Teamwork, daily training reports, IPAD training and help desk tool

Confidential

Global Program Manager

Responsibilities:

• Perform a management consultant relationship to Global and US clients
• Define and validate project scope
• Estimate and secure project resources
• Create project plan and schedule
• Select and apply appropriate design standards
• Define project metrics
• Manage Scope and Project Delivery Process
• Drive Project resolution
• Manage Stakeholder Relationships and information

Technologies Used: Agile methodology, Salesforce applications, UAT, Gap Analysis, Governance reports, Microsoft Office, MS Project, MS Visio, One Note, EDM, Wiki and Remedy Help Desk tool, Proprietary applications e.g. - WebEx Social, Cisco WebEx

Confidential

Senior Lead Trainer

Responsibilities:

• ILT for security firm. IT Field Training delivering proprietary applications nationwide Trainer
• End user train and supported, following established operational guidelines
• Provide client training using a T-8 project plan
• End users range from Admin to Wealth Management executives
• Business process analysis, project planning, desk-side support, data migration and global training of end users
• Training platforms - LiveMeeting, Net meeting, group format as well as 1:1 training on Microsoft Project to fellow Leads
• Documentation tools use - Validation checklist, MS Project, Gap Analysis, Success Assurance and Best Practices techniques

Technologies Used: OCM methodology, Proprietary applications, Microsoft Office, and Blackberry installations. UAT, Gap Analysis, Governance reports, MS Project, MS SharePoint and Remedy Help Desk tool

Confidential, Cincinnati, OH

Project Manager and Implementation Lead

Responsibilities:

• Project Lead Trainer for North America end users, contracted to deliver an enterprise wide rollout
• Shared effective best practices using Microsoft Project to my team via web-based training
• Site survey requirements to include capturing business process
• Created and delivered proprietary Instructor Led Trainer to clients
• Provide client training using a T-6 project plan
• End users range from Admin to Regional executive
• Client Services
• Business process analysis, project planning, desk-side support, data migration and global training of end users
• Training platforms - WebEx, Net meeting, group format as well as 1:1
• Worked wif Subject Matter Experts to outline and produce courseware for end users
• Documentation tools use - Validation checklist, MS Project, Gap Analysis, Success Assurance and Best Practices techniques
• Translated strategies and delivered an action plan via kickoff calls, data validation checklist and success assurance follow up
• Kronos Trainer

Technologies Used: OCM methodology, Proprietary applications Zonar mobile application (a GPS app), FOCUS (a transportation app), as well as Kronos workforce management tool. UAT, Gap Analysis, Governance reports, MS Project, MS Visio, Active Directory, SharePoint, Wiki and Remedy Help Desk tool, Webinar tools, e.g. Go To Meeting, Cisco WebEx

Confidential, Naperville, IL

Implementation Project Manager

Responsibilities:

• Responsible for project execution of deliverables as communicated from the PMO office
• Maintained Training and Communications
• Translated strategies and delivered an action plan
• Proven engagement team managerial experience, evidence of successfully running complex projects using PM tools
• Maintained centralized documentation portal, (SharePoint) for all project plan, dashboard communications and reports
• Completed the project closure process ending the project: $45M, 110 resources, 623 site locations installed under budget by 20%
• Monitored completion of training sessions of Managers, through pre and post workshops; utilizing e-learning tools
• SME lead for staying updated on Microsoft Project updates and creating quick reference sheets for the team
• Provided Governance reports to management while supporting them to their 5 week transition point

Technologies Used: Web Fleet Cetaris mobile application (COTS), VMRS codes, UAT, Gap Analysis, Governance reports, Windows XP, MS Project, MS Visio, Active Directory, SharePoint and Remedy Help Desk tool, Webinar tools, e.g. Go To Meeting, Cisco WebEx

Confidential, Memphis, TN

Implementation Manager

Responsibilities:

• Directly managed the PMO directives. Project reached10,000 employees who serve 3M customers
• Microsoft Project and Visio training provided to the Team Lead to keep our timeline on task
• Training provided on all levels, from Technician to C-level
• Executed projects dat followed a rigorous formal project management methodology.
• Selected design and manage the addition of five Regional Call Centers.
• Provided executive reports wif a metric breakdown of performance to Stakeholders
• Extensive knowledge of LAN, WAN, and data communication operations, analysis, and design
• Complete setup and removal of hardware, installed and upgraded software
• Deployment of Cisco’s executive reporting tools, e.g. Web Chat, Monitoring and Recording
• Constant analysis and contribution to Call Flows as we implemented different Regions greeted wif culture changes
• Supported managers and blended Agents wif Web-view Reporting Tools, ISI reports

Technologies Used: Cisco ICM/IPCC, ACD Integration, Web-view Reporting, ISI reports, Cisco Computer Telephony Integration, Cisco 7960 phones and IVR, Windows XP, Adobe, MS Project/Office, Visio XP, Genesys Webinar tool, Verizon Webinar tool, NetMeeting, Crystal Reports, Heat and Remedy Help Desk tool and Six Sigma reporting tools

Confidential, Miramar, FL

Genesys Implementation Manager

Responsibilities:

• Created project plans, statement of work and executive summaries
• Managed weekly Stakeholder and resource planning and development meetings
• Managed multiple Vendors (PM)
• Responsible for project budget and reporting to executive and steering committee
• Maintained and produce weekly budget reports on resources, hardware/software and licenses cost
• Designed and published project architectural and presentation for all stakeholders
• Responsible for the deployed software/hardware application, load and performance testing
• Responsible for new technology solution training to customer’s full-time employees
• Developed and published business continuity and Disaster Recovery documentation

Technologies Used: MS Project, MS Visio, CMMI SAP 1-3 Documentation, Cisco ICM, Genesys Framework and Installation knowledge.

Confidential, Memphis, TN

Sr. Regional IT Trainer

Responsibilities:

• Fast moving environment, performed well under rapidly changing technologies
• Collaborated wif Engineers, QA, Helpdesk and Documentation teams in implementing their proprietary application
• Train the Trainer, groups from 5-150+, end user audience included the non-technical to technical
• Implemented CRM deployments for Confidential ’s 300+offices, 300-seat call centers
• Provided management field training for a diverse level
• New Branch Managers and upper management
• Provided training in all areas to call center agents, and management.

Technologies Used: Mission CRM, Wise Winterm 5440 XL, Compaq PC, Cisco 79XX Phone, HP PC, Citrix ASP, Office, MS Project, Visio, Windows 2000 & XP, IBM Client Access, HTML, Author-ware, Acrobat, TCP/IP, and documentation suppository.

Confidential, Los Angeles

Systems Trainer

Responsibilities:

• Trained and supported correspondents on all broker dealer, ECN applications and third-party vendor applications
• Provided technical support to developers and programmers to include system design and field application
• New releases and roll-outs were to be interpreted and ready to train to the field in 72 hours
• Generated new business through presentations of proprietary future releases.

Technologies Used: NT Admin, WIN 95/98 ME, UNIX, HTML, Adobe Acrobat, Microsoft Project and Place-wares

Confidential, San Francisco, CA

Systems Administrator/Asst. HR Generalist

Responsibilities:

• Managed call center using Lucent Definity systems. Supervised the installation of additional lines and worked wif vendors.
• Set up bridges, user ids and passwords. Liaise for the rollout and training of brokers on new releases and upgrades
• Organized and led orientation and processing of New Hires, Benefits, Payroll, AP; organized moves, reconcile T&E reports

Technologies Used: MS Office and proprietary CRM applications

Confidential, Walnut Creek, CA

Project Coordinator

Responsibilities:

• Trained Stockbrokers on new securities applications
• Vendor support during upgrades and computer maintenance
• Maintained compliance and procedures for 3-12 brokers.
• Researched and resolved operational issues
• Developed and maintained high-end clientele relations

Technologies Used: Word, MS Exchange, Publisher and proprietary applications.