o Responsible for creating and delivering product and soft-skill training using instructor-led and eLearning formats. o Acted as team lead to help organize and direct content development from the team.o Developed and instituted a training certification program for internal facing and external clients & partners.o Created multiple Excel and Access systems to provide training metrics to the business.

o Responsible for scheduling and holding stakeholder meetings, presentations, creating and maintaining project charter, project schedule, RAID log, meeting minutes and RACI charts.o Developed, implemented, and supported custom MS-Access CRM software and reporting tools.o Developed & maintained our interchange pricing system to modify customer rates & predict revenue. o Developed & maintained our Retention Management System that predicted customer attrition through the evaluation of their processing habits. Used successfully to pro-actively save accounts prior to attrition.

o Provided initial and continuing instructor-led training/development for employees.o Created the Bell Sympatico residential and SMB training programs from the ground up single-handedly using presentations, virtual practice software, class materials and formal examinations.o Created & maintained a personal technical support intranet for my students, which lead to reduced call handle time, improved first call resolution and a sense of empowerment and loyalty.o Contributed to development of new company policies.

o Developed database applications using MS Access and Visual BASIC for a highly confidential database.o Promoted to network administrator and was responsible for the installation, upgrade and management of the company’s local and wide-area networks. Networks included Windows NT, 95, Novell and a Unix Dec-Alpha server.o Responsible for installing end-user applications and training employees on their use.