Provide a variety of training, documentation, and evaluation services for teams that support retirement plan administration. Collaborate with project teams made up of a diverse group of employees, to develop and deliver training for new system enhancements for Windows 2013, Salesforce (CRM), Training Partner (LMS), and other internal proprietary software. Conduct needs assessments of existing processes and procedures to develop and deliver product service training.Write procedures, user guides, instructor guides, job aides, exercises and tests to insure successful implementation of end user training for teams that support retirement plan services). Design, create, and maintain a 2010 SharePoint site to host documentation required to support sales and support teams; site was built on a functional design with multiple cross references to aid end users with the ability to quickly and efficiently locate the desired document. Wrote 26 internal retirement product companion guides within a 45 day time frame to accompany the marketing product points to assist our sales team learn and understand the company’s complex product lineup.

Managed all aspects of credit union-wide training plans that supported the conversion of core/host computer systems, and six front-end software products. Conducted a needs assessment survey to determine and satisfy training and scheduling needs for organization wide training. Wrote procedures, user guides, instructor manuals, job aides, exercises, and tests to ensure successful implementation of end user training. Coordinated an innovative training schedule for five training locations throughout the States of Oregon and Washington, while maintaining branch and department staffing levels necessary to sustain customer satisfaction. Presented train-the-trainer classes to satisfy training entire credit union staff in a 2-month time frame; developed self-paced exercises to hone skills in preparation for the go live date.

Managed the Deposit Pro, and Sales Pro software lines, and the Printed Forms Division. Analyzed trends in banking, and reviewed customer enhancement requests, to determine and forecast changes to software, and printed forms products, based on costs, revenue generation, and customer satisfaction. Directed software release projects, coordinating all aspects of the release to insure that the design, engineering, legal, and validation teams all met deadlines for on-time delivery of software releases. Wrote business plans to support and justify costs, resource allocation, and new employee staffing for software enhancements and new product designs. Wrote technical/enhancement specifications, release notes, user guides, help files, and quick start guides in support of quarterly software releases. Designed and created forms, brochures, catalogs, and marketing materials for the Printed Forms Division.

Completed a 20-year career in logistics and supply, and received one Army Commendation Medal, and two Army Achievement Medals for outstanding and meritorious service, in a non-combat area.