Employed by Indotronix International Corporation (IIC) to support their client, Unisys as a technical trainer and curriculum developer on Unisys’ largest support contract to date, Army Enterprise Service Desk (AESD).* Supported Unisys in standing up a brand new call center in Augusta GA by facilitated New Hire On-boarding and Army Enterprise Service Desk training (15 days) to approximately 200+ Service Desk Agents in just over three and a half months. To pull this off in such a short time frame, class sizes were from 24 to 65 agents at a time.* Developed 31 courses and facilitator guides for the AESD course curriculum. Updated 7 courses received from last (incumbent) AESD contractor. * As part of the Army contract, my Secret Security Clearance was reactivated in Feb 2015.

Hired for my Cloud Services expertise to train Cbeyond’s newly acquired Cloud Data Center IAAS (Infrastructure as a Service) and SAAS (Software as a Service) products to Cbeyond’s newly stood up Cloud Sales Team.* Assisted in the design and development of the Cloud Services Curriculum.* Facilitated live and virtual instructor-led cloud product courses to Cbeyond’s sales force, building their confidence and competence in selling Cbeyond cloud products, helping increase cloud product sales.* Conducted train the trainer sessions on cloud services to sales and operations trainers to build their technical skills.* Created “Cloud Corner” SharePoint site to enhance sales and operations teams’ technology understanding. This site provided information on cloud, MPLS, network, storage system, and server virtualization technologies.* Hosted and facilitated Technical Rapid Fire training sessions for sales, sales engineering, and technical operations personnel to increase their Cloud Server, Cloud SIP PBX, and MPLS competencies. * Facilitated instructor-led New Hire classes to Cbeyond Technical Tier 1 and 2 agents in Cisco, VoIP (SIP), and networking technologies; voice/data systems troubleshooting; and voice/data systems restoration.* Administered learning plans, courses, test, and classes through Cbeyond’s LMS. Developed testing and tracking metrics to ensure comprehension of key concepts. Provide feedback to business units on their personnel’s progress.* Certified as a Development Dimensions Institute (DDI) Facilitator in 2012.

Provided training and instructional design for two high visibility contracts for the US Army: Warfighter Information Network-Tactical (WIN-T) Battalion Command Post Node (BnCPn) System and Joint Tactical Radio System Handheld-Manpack-Small Form Fit (JTRS HMS) Radio Systems.* Provided formal classroom training on the WIN-T BnCPn to the US Army in accordance with ARMY and TRADOC training and documentation standards. Trained Army personnel on installation, operation, management, and maintenance of the BnCPn and associated component equipment. The BnCPn system consisted of Cisco 2811 and 3825 Routers; Cisco 3560G Switches; Cisco ASA 5510 Firewalls; Cisco Call Managers; Cisco 7962 VoIP Phones; Citrix WANScalers; KG-175D and KIV-7M encryption devices; and CTM-100/C Protocol Converters.* Developed O & M courses for the JTRS HMS Radio Systems for the US Army in accordance with ARMY and TRADOC standards. Developed Contractor Data Requirements Lists (CDRLs) supporting system installation, operation, management and maintenance of the JTRS HMS Manpack Radio and associated component equipment. * Presented with General Dynamics Silver Eagle Award by the CND Director of Training in August 2010 in recognition of above and beyond performance and contributions to the JTRS-HMS Training Program.

As Lead Instructional Designer, developed web, distance learning, and classroom based training courseware for internal and external customers. Performed task analysis, developed storyboards, and created courseware for training courses. * Increased customer proficiency, decreased support calls, increased customer’s satisfaction by creating courseware detailed in the product operation, maintenance, administration, and fault isolation.* Provided expertise in course development by developing training course labs for less technical, course developers, ensuring appropriate hands on experience and confidence of customers. * Managed the Alpharetta, GA Training Center.

Developed and taught instructor-led training courseware to Carrier Access’ internal and external customers. * Developed critical training course in approximately 30 days to meet the company’s contractual obligations with top customer.* Reduced support calls, and increased product sales by teaching customers how to install, configure, and maintain Carrier Access’ Voice/Data/VoIP Access Device; DS1/DS3 Multiplexer; GR-303 Voice/Data Concentrator; and Wireless T1/E1 DACS and TDM/ATM converter.

Conducted business consulting consisting of analyzing customer’s operations, identifying inefficiencies, increasing customer profit using Prophesy’s applications. Created job description, policies, and procedures. * Ensured retention of five high profile customer accounts and create additional sales opportunities for Prophesy’s account managers by solving customer problems that were not resolved by the support group.* Tested Prophesy’s accounting/dispatching software, identifying deficiencies. Ensured quality software for Prophesy’s customer base and increasing customer confidence in Prophesy’s products.

Developed and taught instructor-led training courseware to Telenity's internal and external customers. Designed and equipped Telenity's first training center and US support/training lab; developed all training and technical writing policy and procedures. Managed seven remote trainers and technical writers in Turkey and India.* Directed an internal training program to train new software developers, support and test engineers; which was instrumental in Telenity growth from a seven employee company to a 250-employee company in less than 2 years.* Created custom training courses for custom-embedded Next Generation Wireless (GSM, GPRS, GMLC) voice and data VAS applications to meet contractual obligations and build customer confidence in Telenity’s software. * Increased sales and improved customer relations by developing and providing presales technical demonstrations to Tier 1 and Tier 2 wireless carriers in North America, Europe, and Asia.

Performed duties as technical trainer, course developer, test engineer, and SS7 & ISDN protocol consultant.* Taught System Engineers and Developers SS7, ISDN, ATM, on the utility of protocol analyzers to diagnose protocol problems, greatly reducing software code errors. * Identified grounding and cabling problems in test labs that caused high Bit Error Rates and high frequency induction; lead to Telcordia Technologies certification of the test labs.* Troubleshot software protocol problems in Tachion's Collapsed Central Office Switch, isolating problems in hours that engineers troubleshot for days.

Trained internal and external customers; developed custom courses; recommended trainers and material needed for those courses; ensures that customer receives quality training that meets their needs.* Supervised and trained two technical trainers; increasing core competencies and knowledge to provide the customer with quality training.* As technical expert for Inet's Diagnostics Products; SS7; IS41C, D, & E; GSM; GPRS; ISDN; and X.25 protocols; provided training and assistance to Support; improving their technical skills to better assist customers.

Held four careers in the US Air Force: Manager, Customer Service, Program/Project Management; Defense Fire Control Radar Engineer, Wideband Communications & Security System Engineer; Munitions Maintenance Specialist* Managed 3 offices; awarded the Air Force Meritorious Service Medal for increased productivity and reorganized functions to better serve the Vandenberg AFB's 5000+ customers.* Managed contracts with GTE, GTE Mobilnet and AT&T Wireless with over 5000 business lines, trunks, data circuits and 117 cellular telephones worth $4.5M; discovered and discontinued unused/under used circuits saving $54K.* Established first of its kind Engineering and Acquisitions office at Falcon AFB using quality principles; awarded the Air Force Commendation Medal and won the 1994 Quality Air Force Team Award for the Air Force Space Command.