Clearwater Consulting - Sole ProprietorWork with organizations to map workflow to functionality in LMS and CRM applications, identify divergence, and configure systems to close functional gaps. Act as subject matter expert for CRM tool. Liaison with vendor, internal stakeholders and application support team to maximize efficient use of the CRM. Collaborate with staff/board/executive directors on written and technical components of outreach, research and funding opportunities. Examples of services that I have fulfilled for clients:• Configuration: Configured CRM tools to support the workflow of a variety of functions: grant tracking, sending newsletters, tax receipts, event registration webforms and all other functionality available in the application.• Writing: Wrote newsletters from scratch, grant applications and articles.• Research. Prospected and screened grants for environmental, animal welfare and veteran related organizations.• Reporting. Configured reports for foundation and corporate application deadlines, annual donor and grant amounts and related constituent reports.• Administration. Administered grants and tracked deliverables for two separate nonprofits. Administered all primary CRM records--constituent, grant, emails, donations etc.I have positive reviews from my former colleagues in the IT world here on Linkedin. Please also see my profile on Upwork, where you can read a review of my work from a client I worked for remotely, from my office in California to theirs in New York:https://www.upwork.com/freelancers/~0164b2baa601037314?viewMode=1Current nonprofit client references available upon request.

Convergys is a global HR outsourcing company with 110,000+ employees worldwide, all of whom are required to take training that is delivered and tracked by the LMS.Subject matter expert for the corporate learning management system. Liaison with vendor, internal stakeholders and application support team to maximize efficient use of the LMS. Examples of duties and accomplishments:• Analysis: Mapped EUGDPR requirements to data points in the data warehouse and created a template for EUGDPR data requests which saved the organization from hundreds of thousands of dollars in penalties.• Analysis: Created Use Case Diagrams for the LMS which facilitated discussions with the vendor and internal stakeholders regarding system evaluation, and performed comparative analysis of Mzinga LMS to Litmos LMS by mapping business requirements to functionality.• Configuration: Configured localized websites, learning objects (course, program, assessment, etc.) and metadata to match system capability to workflow requirements of the organization, saving local training teams thousands of effort hours annually.• Reporting: Developed ad hoc reports for executives, the Training department, and other managers to track compliance, program progress and on boarding of new employees.• Support: Prepared and presented train the trainer sessions to LMS stakeholders on how to create courses, setup programs, administer ILT and other administration tasks which reduced support tickets by 10%, and acted as tier three escalation for the LMS support team.• Administration: Extracted, Transformed and Loaded (ETL) thousands of course registrations for the corporate compliance team monthly to ensure that annual legal and / or client penalties were avoided. • Testing: Tested all vendor and internal developer software releases before deployment into production environment to ensure new functionality met requirements and assure quality of bug fixes.

NorthgateArinso is a global outsourcing company specializing in HR and Payroll services. Managed a globally distributed application support team for client (Convergys) LMS. Subject matter expert and primary contact for the Convergys LMS. Examples of duties and accomplishments:• Administration: Consolidated and created security roles and permissions to provide protection against misuse and system corruption.• Analysis: Performed an extensive evaluation of Taleo and SkillPort against the existing LMS (Mzinga), by mapping business requirements to functionality. • Configuration: Configured more than 15 different websites for the LMS, partitioned by region and function, ensuring not only that employees could navigate training in their native language but that training specific to these groups was not visible by other groups.• Implementation: Provided subject matter expertise and acted as point of contact between project lead, developers, SkillSoft, and one of the largest banks in the US for the implementation of SkillSoft into SAP learning module.• Management: Managed, trained and delivered performance reviews for the LMS tech support team, consistently met service level metrics and reduced tickets by 10%.• Reporting: Created a dashboard report of key support team metrics ensuring that upper management had an accurate view into the work done by the support team and that the support team had a tool to track and identify areas for improvement. This dashboard assisted in the surfacing of a pattern of issues in the Philippines which, upon resolution, reduced support tickets by 30% over a three month period.• Support: Managed the creation of more than a hundred step-action job aids (methods and procedures) for both NGA and clients, reducing training time of support personnel, empowering trainers and satisfying clients.

Managed a globally distributed support team for the Convergys LMS. Examples of duties and accomplishments:• Admin: Migrated content from legacy LMS into Mzinga LMS--downloaded, redeployed and verified functionality of content and reports, ensuring that close to 100 courses, representing thousands of hours of development, were not lost to the organization.• Analysis: Assisted developers with the automation of the creation of learning objects and the ongoing mass registration of learners into those objects, saving Convergys thousands of dollars in manual administration costs and ensuring the timely and accurate registration of learners into required courses.• Management: Built out LMS support team infrastructure in first year: migrated support from email to Sharepoint, configured automated notifications, documented methods and procedures and created a self service portal in Sharepoint that saved both the support team and internal customers time in finding the information they needed to resolve issues.• Management: Managed a support team to a voluntary attrition rate of less than 10% annually with high employee morale by understanding career paths and delivering clear performance reviews.• Reporting: Created ad hoc learning reports with sql for course completion, assessment completion, student transcripts etc, providing intelligence to upper management and the training team on agent retention, completion rates and satisfaction with instructors.• User Support: Consistently managed LMS end user support to meet service level agreement that all tickets be responded to in 24 hours or less, and 75% of all tickets resolved within 48 hours.