Professional implementation specialist and project manager with over 18 years of experience in training delivery, course development, task analyses, adult learning, project management, customer support and promotion of services. Highly skilled with implementation and project management for government public sector services, banking, insurance, accounting, utilities, and contracts software applications.Expert on business processes and industry best practices. Strong skills in conducting client needs assessments, time and project management to ensure optimal implementation of the software applications. Called upon as an expert to provide recommendations to ensure successful client implementations of the company’s ERP systems. Duties also include research and analysis of software problems leading to product corrections, and improvements. Strong inter-personal and communication skills with both internal staff and clients. Over the years, in various roles have worked with hundreds of public sector customers.Professional ExperienceProgressive and direct responsibility for software training implementations for the NaviLine software suites. Tasked with client business and conversion analyses, to include: delivery of training and configuration services leading to deployment and use of the company’s ERP software applications. My experience and competences include:•Demonstrated successful project management skills including fact-finding interviews, requirement and conversion analyses, writing reports and making oral presentations to address client process re-engineering issues.•Selected by senior management to handle difficult customer training and software satisfaction issues. •Developed and managed core training courses using hands-on innovative course techniques including audio-visual aids, “hands on” lab exercise manuals, computer-aided instruction, web-based training tools, on-line documentation and teleconferencing technology.• Developed and updated needs assessment surveys, course outlines, lesson plans and evaluation tools for software products. Designed and delivered training for Human Resources’ employee development courses.• Appointed by the President of the company to lead an estimated $1 million project to transform our user documentation from paper-based to electronic-based. Personally recruited, interviewed, hired, trained and managed 12 technical writers to accomplish this task.• Analyzed and resolved customer software and non-software complaints in a call center environment as a Customer Support Leader for call escalation.