- Develop and deliver basic and advanced technical training for customers, employees, and Help Desk personnel using advanced teaching methods, hands on training, and focused training methods.- Quickly learn new training programs and requirements needed to deliver new training programs.- Use tests, training evaluations, and feedback to continually improve training programs.- Work with clients and management to outline training requirements, improve programs, and develop curriculum.- Use established guidelines to evaluate trainee performance and make recommendations for individual and class improvement.

• Technical Trainer o Redesigned the advanced technical repair course. Overall participant satisfaction increased by 30%. This training program was utilized nationally and internationally.o Collaborated with management to implement a new level 2 Call Center training program which brought new employees online 25% faster with a 15% reduction in errors. o Developed an online training program utilizing input from multiple departments to train 3rd party service providers. First visit onsite repair success rate improved by 30%.o Implemented additional training programs for new customers, re-sellers, partners, level one call centers and technical support increasing overall customer and partner satisfaction. • Senior Field Engineer - responsible for the installation, repair and upgrades of disc publishing systems for government, banking, medical and corporate accounts consisting of 1 to 80 mission critical systems. o Supervised the activities of the major install group requiring the coordination of field engineers, integration engineers, management, and customer representatives. Responsibilities included: scheduled manpower, documented complications, initiated corrective actions and updated SAP.o Supported the major account service group by performing onsite upgrades, submitting site evaluations, training onsite technical staff, coordinating onsite activities, submitting reports and recommending corrective actions. Increased resale percentage and customer satisfaction.o Provided small accounts with system integration by installing and networking new equipment, evaluating customer needs and providing hardware and software training to match. Program increased new customer satisfaction and reduced new customer service requests.

• Coordinated with purchasing and warehousing to maintain component levels so production would not be affected by shortages resulting in a 15% improvement in production.• Investigated and incorporated a more earth friendly water based printing system reducing costs by 15% and eliminating the need for hazardous waste disposal.• Supervised the team responsible for on-demand production and packaging of electronic media. • Supervised technical support crews responsible for maintaining equipment and buildings. • Sourced, scheduled and verified 3rd party contractors.

• Under my direction the site became ISO 9000 certified.• Updated the production line to include additional automation to increase production by 40%.• Incorporated additional QC stations reducing production errors by 25%.• Managed the shift leads responsible for supervising production teams on multiple shifts. • Hired, trained, disciplined, evaluated and scheduled the 10 to 30 full and part-time employees.• Interfaced with customers to ensure all aspects of custom orders were correct.• Coordinated with corporate departments to evaluate and adjust budgets, maintain warehouse levels and address personnel and facility issues.