SUMMARY

Talented and accomplished Information Technology Professional whose research skills, attention to detail, logical, critical thinking and ability to elicit and analyze requirements enable bottom line results on deliverables. Outgoing, personable and confident professional experienced in building relationships with persons of any level, vendors and internal/external customers ability to lead others. Demonstrated technical proficiency in the development and implementation of medium and complex systems, UML Use Cases, data modeling and process workflows.

Areas of Expertise Include:

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

• Translated business requirements into technical specifications to modify newly purchased CRM system. Worked with manufacturer and additional product vendors to modify each module according to the stakeholder requirements.
• Increased communication and company knowledge by designing and implementing an inter-company Social Media site, enabling departments to collaborate, store documents and transfer information, as well as communicate their main functions and member capabilities.
• Led project teams to identify and document business requirements for projects such as, Call Center and Issue Tracking tools, Time keeping applications, Sales Process As-Is and To -Be, Online Customer Training and Retention
• Conducted extremely successful pre-sales presentations to potential Customers averaging 3 sessions a week with ratings of 4.5 to 5 on a scale of 1 to 5.
• Constructed matrix on all employee and customer roles, account access levels and explicit New User setup instructions for each account type and role. This saved over 50 of new user setup time.
• Maintained two emails systems with Exchange and mDaemon, retrieved messages using Barracuda, established network accounts using Active Directory, created mail distribution groups with filters.
• Monitored 30 server event logs, applied updates and license renewals, participated in system upgrades.
• Operated Dell Powervault 124 tape loader to perform routine backups using CA's Arcserve.

Confidential

Project Management Consultant / Technical Writer

• Assisted in the implementation of FranConnect CRM, facilitating meetings with stakeholders, documenting requirements and As-Is process in Franchise management.
• Acted as liaison between vendor's technical support and the company's IT team as well as the stakeholders.
• Tracked progress and workload by using MS Visio Charts, PowerPoint presentations and MS Project task lists.
• Updated work process manuals for a Bowling Green, OH manufacturer, commuting once a week.

Confidential

Project Management Consultant / Special Assignments

• Liaison between Raiser's Edge technical support and Premier Health Partner's IT Team, facilitated upgrades to product. Coordinated several web conference training events.
• Provided technical assistance in creating customized processes and documentation to produce required reports for Foundation President and board of directors.
• Coordinated several major events for the foundation and its donors, such as, the yearly major donor's Legacy Dinner, the Nurses Association's Dedication Program, the 39th Nurses Class Reunion and the Center for Nursing Excellence Open House.
• Researched information for submission of grants to support the hospital's many outreach programs, wrote and submitted a grant proposal to AT T and launched a donor campaign.

Confidential

Technical Support

• Redesigned workflow processes and improved call handling procedures, reducing phone handle time by 30 .

• Utilized reporting tools to measure call activity and trends, such as MS Access, SQL and proprietary software.
• Assisted with installation of Windows Server 2003, MS Exchange, IIS, Cisco router software and hardware after office relocated. Established user accounts and installed Windows Operating System plus software on office PC's.
• Recorded and produced 62 Instructional videos, created retail CD and posted several to the company's website accumulating added revenue of over 30,000.
• Assisted customers with client/server issues, talking them through configuring the software on one computer and establishing access permission on all other computers. Also, repaired or rebuilt customer databases, performed telephonic product training and developed Frequently Asked Questions and Answers site.
• Assisted with development of new product upgrade, creating help files and inserting graphics using RoboHelp.

Confidential

Owner/ Technology Consultant /Software Instructor

• Instructed clients on Microsoft Office products over the Internet using a VNC connection.
• Served as network designer for small businesses and community organizations, creating training facilities.
• Designed, developed and delivered classroom training for several Community Development Corporations.

Confidential

National Leader of Technology / Business Continuity Manager

• Managed staff of database designers, created Training Management applications in Lotus Notes Domino Designer.
• Orchestrated the procedures of closing and merging three call centers, combining staff and training needs.
• Increased new hire training success and retention rate by 75 creating quality control process and tools, such as, online pre and post class assessments, uniform course delivery and centralized content with the development of a content database application in Lotus Notes Designer.
• Realized a 20 reduction in call center downtime by implementing just-in-time training.
• Promoted and facilitated distance learning opportunities, saving the department over 40,000 in travel costs.
• Created corporate wide Business Continuity Plan for all service centers, reporting to the CIO, forming a project team of department Vice Presidents from each line of business. Conducted weekly web conference meetings.
• Collaborated with Human Resources to implement the Pay-for-Performance compensation plan which involved defining roles and responsibilities, calibrating pay rates, documenting new job descriptions.
• Participated in interview process for new employees.
• As Project Manager/Business Analyst - created and implemented Project Charters, project plans, mission statements, scope and approach as well as, communication plans.
• Established eLearning tools and blended into current processes, Administrated A-Train/e LMS.
• Maintained corporate website and produced CBT/WBT training modules using ToolBook.

Confidential

Regional Office Automation Analyst

• Technical consultant and support to 6 Sales Directors, 180 home based sales reps and 6 Branch Office staff members on the West Coast. Configured and maintained Sales team laptops, desktops and remote access devices.
• Streamlined office processes on a national level and reorganized Sales New Hire technical program.
• Converted entire Sales team from using Symantec Act to MS Outlook as a contact manager, by researching and programming Outlook 98 to contain the same features as Act , reducing costs of a duplicate application and using software included in MS Office Package.
• Prepared Computer Based Training modules to accommodate remote users.
• Led office relocation projects, set up PC's, installed software and performed upgrades, routed and secured network cables to workstations.
• Established an ISDN connected Network and created training rooms in each branch office, providing and networked computers and equipment.

• Resolved a major snag in establishing a training center in the Sacramento Public Law Library due to miscommunication. Assumed a leadership role in the transfer of donated computers and software, discovered bottom-line requirements and, working with the company's legal department, executed a mutually acceptable transfer, saving the company thousands of dollars annually in room use fees.

Confidential

District Technical Training Manager / Business Analyst

• Executed training program for all banks in the Southwest Ohio district.
• Conducted skill gap analysis, needs assessments and course design, development and delivery.