Designed, developed and maintained instructional training materials, wrote technical network manuals in various formats including but not limited to instructor-led, self-paced web- based, distance-learning and computer-based technologies.Managed small and medium projects for technology and operations.Ensured business is compliant with state and federal training guidelines.Proactively identified training opportunities through onsite and remote observations working sessions, analyzing data to identify root cause, and leading weekly calibration sessions.Created surveys and assessments to measure training effectiveness.Project management: developed methods and procedures, and made data driven decisions to support organizational goals of minimizing expense while managing customer experience expectations.Generated reporting as requested for quality and training evaluations, trend analysis and ad-hoc reports based on business needs.Provided consultation on techniques to improve network process performance and overall quality and training process improvements.

Developed software specifically writing code for the performance of all functions involved in the development and maintenance of new and existing software applications.Used JavaScript programming language and technology to analyze, design, program, debug and modify software enhancements and new products used in local, networked, and Internet-related computer programs.Responsible for analysis of current programs including performance, diagnosis and troubleshooting of problem programming, and designing solutions to problematic programming.

Created process improvements to communicate outages/issues affecting end users, systems, phones and building access. Consulted with management on process management and improvement of call routing.Administrated Qfiniti call recording application.Created methods and procedures and quality standards for Call Quality Guidelines.Provided technical troubleshooting to recover from 800 number, network, network tool or recording system problems or outages.Identified root cause, resolutions, workarounds, testing and implementation of Vendor/IT fixes or changes. Provided troubleshooting documentation for MyCSP articles. Approved proposed business requirements, system requirements and tech system designs related to tools utilized and supported. Assisted in providing leadership for projects, including collaborating with call center teams to develop business cases, defining business and/or tech requirements and preparing detailed plans and call center availability for implementations.

Design, develop and maintain instructional training materials in various formats including but not limited to instructor-led, self-paced web- based, distance-learning and computer-based technologies supporting the new Digital Life product. Determine performance standards, skill/knowledge requirements and training objectives. Perform task analysis to identify appropriate training resources and procedures. Conducts follow up to determine applicability of course material. Deliver Learning Services curriculum according to design to ensure standardized and consistent delivery of material. Also, responsible for producing design plans targeted to client based performance needs, developing courses and learning interventions, & integrating a variety of adult instructional techniques. Uses a systematic design process & support tools to select appropriate media & to develop storyboards, job aids, scripts, & instructor led as well as self-paced materials. Design software tools used: Presenter, PowerPoint, Photoshop, Captivate, Lectora, and, DocuTools.

Coordination and management of content creation, review and solicit input from product management and marketing. Utilize Captivate for updating Practice Management Software Training courses, Webcast and podcasts.

Research, plan, design, develop, and assist in implementation of training technology (e.g., publications, computer-based training, and other performance support systems) using instructional design principles and adult learning theory. Worked with subject matter experts to obtain information required to develop new training. Outline lessons, design user interface and other visual media, build storyboards, and write content including exercises, activities, tests and assessment tools for both participant and facilitator.Interview key stakeholders, internal customers and subject matter experts to determine performance needs and gaps. Gather information through industry best practices and cross functional business partners.

Support and maintain client call center and back office end-user electronic training and Web Based material for all applications used to support the client. Create and update Web-Based Training, Online help, Storyboards and Interactive Flash simulations for various modules using SME interviews, existing technical documents, Client specifications, and IBM Simulation Producer. Work with Project Managers, and Business Analyst to create technically accurate documents (using RoboHelp, Photo Shop, MS Power Point, Captivate, IBM Simulator, and Snag It) participate in project meetings and conference calls.Used Adobe Captivate to produce computer-based training; captured Screen using Paint shop Pro/Photoshop, and Snag It. Responsible for development of training simulations, on line help systems, and daily maintenance of new hire student guides, facilitator guides, simulations, role play scenarios, on line/LMS content and training curriculum within the on line systems.

Wrote documentation and training standards for information technology application systems. Lead efforts in developing, coordinating, monitoring and conducting training and documentation programs related to IT initiatives and projects. Created Web-based Training materials for the technical team including Story boards, Online help, and Flash simulations. Answer questions about installation, operation, configuration, customization and usage of designated systems and services. Apply fundamental level diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Work with Project Managers, and Business Analyst to create technically accurate documents, participate in project meetings and conference calls. Used the following application and tools, Captivate, IBM Simulator, Snag It, and Photo Shop.

Wrote and maintained Alliance Data's clients call center and back office end user training material for all applications used to support the client. Responsible for developing ongoing day to day training needs as well as maintaining new hire student guides, facilitator guides, simulations, role play scenarios, and online help systems. Created Web Based Training, using Adobe Captivate, and Adobe RoboHelp, to Develop and customize training curriculum, press release and huddle communications, exercises, assessments, and PowerPoint presentations. Conducted train the Trainer on material developed. Ensured all training documentation is consistent with the standard templates used within Alliance Data Utilities Training and keep current in the utility and deregulation industry. Worked with operations to ensure product knowledge is accurate and consistent with implemented business processes.

Responsible for managing implementation and installation of network computer systems that specialize in Endoscopic image management techniques for hospitals and outpatient care centers. Provided end user and system administrator training. Performed complex enhancements within the software based on customer's requests. Provided post-installation support and troubleshooting via Unicenter. Evaluated requests for system software acquisitions to provide recommendations to management. Analyzed existing software for incorporation of desired enhancements. Tested newly developed versions of software and made suggestions for improvement. Provided training to internal and external customers on the capabilities of upgraded software. Participated in compatibility testing related to implementation of HL-7 gateway technology.

EADS is a leading supplier of PBX equipment and services, with $80M in annual revenues. Developed training curriculum, courseware and tools for instructor-led, workshop and web-based Ethernet (LAN/WAN) training for internal and external customers. Developed train-the-trainer materials, reference guides, reference e-card and job aids. Identified and implemented improvements in training curriculum and courseware using standard testing methods, needs analysis, ADDIE instructional design methodology and redesigning existing training programs. Maintained training materials. Provided and maintained standards for all training documents. Provided training as required to internal and external customers. Conducted technical troubleshooting training for backup/recovery for 800 number, network, recording system problems or outages. Developed and conducted first web-based training program for Sprint on EADS Centergy 5 remote call center products (GUI Interface). Strategic Business Partner on New Product Enhancement Team, which introduced 4 new versions of Centergy Product Line. Conducted a 6-week training program at University of Minnesota, on Station Database, ACD (automatic call distribution) and Centergy Reporting for administrators, generating $90K in revenue for EADS. Presented "Telephone Doctor" Training Program for call center personnel. Developed first time documentation on EADS product line, which served as customer reference for required additional and/or bundled training. Selected as a speaker at the Annual EADS Telecom User's Group (ETUG) Conference, May 2004.

Implemented the process of a call center from conception resulting in a completely operational contact center. Responsible for managing the day-to-day operations of a call center handling claims for extended home warranties and mechanical breakdown insurance. Major clients were: Texaco, AAA, and SecureGuard. Presented call center performance data in sales meetings, which was successful in securing AAA and SecureGuard accounts. Developed claims processing and sales procedures and customer service training modules. Negotiated reduced rates with staffing agencies for temporary to permanent personnel. Established and managed the budget for the call center. Hired, trained agents to support new and existing clients. Forecasted calls based on marketing promotions for workforce scheduling to ensure quality service levels. Provided leadership business decisions for backup/recovery from 800 number, network, recording system problems or outages. Analyzed internal and external reports and recommended changes in Automatic Call Distribution configuration. Conducted needs analysis to identify training opportunities and methods of redesigning training programs.