Brian Hughes Email & Phone Number

Englewood, CO

• Responsible for delivering and facilitating Application and Technical End -User training to Healthcare Clinicians, DBAs, SQL Query Designers/Report Writers related to TriZetto's CareAdvance Enterprise Applications.
• Conducts Instructor Led Training (ILT) and Virtual Instructor Led Training (vILT) training programs ensuring training is innovative, engaging and on the cutting edge of training technology;
• Collaborate with subject matter experts (SME)… Show more
• Collaborate with subject matter experts (SME), team members and clients to provide exceptional customer service ensuring accuracy of course materials and relevance to target audience is met;
• Supports the Instructional Design team in the curriculum development processes for classroom, virtual, and customized client training materials utilizing the ADDIE methodology;
• Assists management in coordinating and developing internal and external training programs and projects;

Lanham, Maryland

• Managed support activities and led a team of 35+ on-shore/off-shore Enterprise Technical Support Specialists, Tiers I – 3, in a 7x24x365 support infrastructure;
• Analyzed daily Siebel & Salesforce CRM reports of operational performance, open service requests, reported software bug/defects, escalations, and software enhancement requests, creating Metric Reports to present.
• Monitored/Reviewed Siebel & Salesforce CRM service… Show more
• Monitored/Reviewed Siebel & Salesforce CRM service requests assigned to Technical Support Specialist’s for proper follow through and Service Level Agreement (SLA) compliance, ensuring that policies and procedures were.
• Planned, coordinated, and led weekly Staff Meetings of on-shore/off-shore Technical Support Specialists focusing on critical/escalated software issues reported to the Technical Support teams, prioritizing software.
• Planned, coordinated, and led weekly Software Delivery Team meetings with Software Engineering, Product/ Product Management, QA, OS/Platforms Specialists, Technical Writers, Technical Trainers, Customer Communications.

Lanham, Maryland

• Responsible for delivering Client, Business Partner, and Internal Application and Technical End -User training programs for Pitney Bowes' Mailing Efficiency, Data Hygiene, GeoSpatial, and Business Intelligence.
• Designed, developed, and implemented Online Synchronous eLearning courses which increased corporate training revenue by 40%;
• Conducted Instructor Led Training (ILT) and Online Synchronous eLearning training programs;
• Designed, developed, and… Show more
• Designed, developed, and maintained ILT and Synchronous eLearning training materials, Instructor Training Guides, training curriculums and lab exercises;
• Established departmental policies, procedures, and best practices techniques for ILT and Synchronous eLearning training;

Lanham, Maryland

• Performed Level I & II technical support in a multi-platform, OS environment, for Pitney Bowes’ Mailing Efficiency, GeoSpatial, and Business Intelligence Enterprise Applications;
• Provided exceptional technical support via phone, email, and web service requests to clients and business partners, adhering to the Service Level Agreement (SLA), and logged and monitored incidents in the CRM tracking.
• Researched, analyzed, and performed troubleshooting on… Show more
• Researched, analyzed, and performed troubleshooting on software issues to determine root causes and worked with the Engineering team to identify and validate issue resolution;
• Provided assistance with user account management, software installation and upgrades;
• Conducted weekly Delivery Team meetings with Engineering, Product and Project Management teams to identify and facilitate escalation and prioritization on application bugs/defects, software patches/work-around, and.