• Providing customized Microsoft TEAMS on-site and Power Hour Master Class webinars. • Offered open e-mail support for any MS TEAMS /MS Office questions• MCS,Inc. - Microsoft Office Certified Instructor with 30 years of experience• 30 Minute Q/A after the conclusion of each class

--- Customer Service Soft Skills Training:In today's fast-paced business landscape, exceptional customer service isn't just a choice; it's a game-changer. Our dedicated team has been hard at work crafting and delivering comprehensive Customer Service Soft Skills training tailored specifically for Robison's incredible call center employees.Some of the topics included: Effective Communication Techniques, Active Listening Strategies, Empathy and Understanding, Conflict Resolution Mastery, Building Customer Rapport, and Problem-Solving Skills.--- MS Teams and Office 365 Master Classes:Why settle for ordinary when you can be extraordinary?In today's dynamic workplace, harnessing the true capabilities of Microsoft Teams and Office 365 isn't just a choice; it's a strategic advantage. Our team of experts has meticulously crafted these Master Classes to provide Robison's employees with insights, tips, and tricks that go beyond the basics.

Microsoft TEAMS, Windows, OneDrive, ServiceNow, OneNote, Office 365 Power Hour Webinars - GlobalAll training is in Voya compliance.• Conducting customized MS Teams Master Class webinars globally using the MS Teams platform• Providing highly customized MS Office 365 Master Class nationally• Provided customized webinars on ServiceNow new "Next Experience" UI with a 99% attendance • Created customized computer training videos to support the new hardware and software Voya initiative.• Created a series of customized OneDrive training videos to coincide with the OneDrive Master Classes this was part of our MCS blended learning initiative. • Developed custom training manuals or "Cheat Sheets" for all students• Delivered custom Call Center soft skills training• Provided customized Microsoft Windows 10 and MS Office 2016 Migration Power Hour webinars to all employees nationally using the Zoom.us platform.• Providing over 200 customized Microsoft Windows 10 and MS Office 2016 Migration Power Hour webinars to all employees nationally using the Zoom.us platform.• Providing customized Microsoft Windows 7 Migration webinars to all employees nationally using MS Live Meeting• Developed customized class: “New Features of Windows 7”• 10,000 + users will be migrated.• Providing Certified Microsoft Office Trainers to deliver our custom “New Features of Windows 7” class• Trained, managed and coordinated Certified MS Trainers• Conduct needs assessment for customization• Offered company wide open e-mail support for any MS Office 2010, 2013 and Windows 7 questions.

Training   • MS Office    • Pharmaceutical Software    • Soft Skills Management Training   • CRM Applications    • Proprietary Applications • IP Telephone   • PC/Mac • MS Office Certification • Seminars • Webinars • VirtualHardware   • Networking • Service • SupportCisco Phone Systems   • Installation • Services • Support • TrainingCorporate Videos (In HD)Additional Capabilities   • Web Development • Flash Multimedia Animation • Database Design • Project Management • Interactive Marketing CDs • Help Desk Support

Formed a company providing highly customized motivational applications training, computer consulting, courseware development, sales, service, multimedia services, web development, corporate videos, IP telephone training, and networking to companies located worldwide.

We recently engaged in a contract to deliver a series of "What's New in Office 365" and various Microsoft Office classes for their team. o Providing Microsoft Office 365 and Windows 10 Migration training to all corporate employeeso Upper Management / One-on-One sessionso Concentrated group classes and seminarso Developed customized classes: “New Features of MS Office 365”o Customized MS Outlook Sinor Administration classo WebEx national webinars

We are training over 2400 employees on the powerful MS Teams platform. We are proud to be part of Springfield Clinic's success! Our series of "Power Hour" webinars are designed to train the full functionality of MS Teams. We are delivering a series of "Fundamentals", "Power Users" and "Tips and Tricks" webinars that will help the employees of Springfield Clinic to harness the full power of MS Teams. Some exciting advantages of our MS Teams training that will greatly help the Springfield Clinic's employees:- Save time- Reduce the number of e-mails- Reduce versioning of files- Easy collaboration between peers and outside communicators- Easy scheduling of meetings- Quick conversations with chat- They will stay connected, anytime, anywhere

We recently engaged in a contract to deliver Adobe Photoshop classes and various Microsoft Office classes for their team. o Custom Adobe Photoshop webinarso Providing Microsoft Office 365 and Windows 10 trainingo Concentrated group Zoom webinars

Current Projects:MS Office training, CBT/WBT development, Videos, Voice Overs, National hardware/software setups nationally at multiple BMW delerships, and Courseware development. Developed exciting 4 station rotating customized technical migration classes on BMW’s proprietary software and hardware. This unique design was implemented to maximize the hands-on experience for each power user taking the class. The classes are designed to support BMW’s global migration to their new proprietary system called ISPI NEXT. The system is currently being implemented globally to every BMW dealership.• Delivering national hands-on customized classes offered weekly at multiple locations throughout the country• Orchestrated a team of MCS professional trainers for the rollout.• Developed easy to read Step-by-Step manuals that seamlessly coincides with the 4 station classes. The manuals are clear and easy to read guides for the admins and/or IT technician. • Responsible for the installation and breakdown of the classes for each location.This included but not limited to: servers, desktop PCs, laptops, monitors, keyboards, mice, network wiring, hubs, routers, switches, NAS, wireless access points, and multiple proprietary BMW devices. A complete working BMW Dealership computer infrastructure was reconstructed at each training location and then broken down for the next training location.• Microsoft Migration Classes.Word, Excel, Powerpoint and Outlook 2007 - 2013 Classes

End-User Microsoft Application Training via Classroom-Based Training Services.We provide classroom-based indtructor lead training (ILT) in the implementation, maintenance andtroubleshooting of Microsoft software products; and that focus on improving software skills based onmanufacturer approved/authorized curricula and methods which may be supplemented with othermaterials.

• Providing Microsoft Office 2010 Migration training to all corporate employeeso Upper Management / One-on-One sessionso Concentrated group classes and seminarso Developed customized classes: “New Features of MS Office 2010”• Provided Certified Microsoft Office Trainers to deliver our custom “ New Features of Office 2010” class• Trained, managed and coordinated Certified MS Trainers• Held bi-weekly business meetings to conduct needs assessment • Subject Matter Expert (SME) answering any phone or e-mail questions on Microsoft Office 2010• Created full color quick reference guides, handouts and other cheat sheets to coincide with the classes

• Providing customized Microsoft Office 2010 Migration webinars to all employees globally using MS Live Meeting • Created an exciting 3 minute “New Features of Office 2010” Highlight Reel (video) to build awareness, excitement and curiosity for the webinars. This increases the webinar attendance.• Developed customized class: “New Features of MS Office 2010” • 10,000 + users will be migrated. • Providing Certified Microsoft Office Trainers to deliver our custom “New Features of Office 2010” class • Trained, managed and coordinated Certified MS Trainers • Conduct needs assessment for customization

- Microsoft Office Master Instructor providing MS 2013 training to The Met employees- Subject Matter Expert (SME) answering any questions on all Microsoft Office applications- Created quick reference guides to coincide with the classes

Provided Microsoft Office training to all employeesUpper Management / One-on-One sessions.Concentrated group classes.Developed scenario-based labs with to coincide with class delivery.Developed (with management) an education training program designed to develop and promote confidence in the employees.Subject Matter Expert (SME) answering any phone or e-mail questions on Microsoft Office.Created quick reference guides, handouts, and other cheat sheets to coincide with the classes.Acted as a floating instructor moving from one workstation to the next answering any live on-the-job questions.Created a credit-based system to enhance employee attendance.Developed Pre and Post class evaluation to track effectiveness of the classes.Created homework to reinforce course objectives.

We are training the State Farm team at Lynn G. Dobrowsky Insurance Agency, Inc. on "How to Better Manage Your Outlook Inbox". The exciting 3-hour zoom webinar focuses on the best functionality of Outlook to quickly and effectively manage their Inboxes. Some of the topics that we cover are:- Conditional Formatting- Search Folders- Tips and Tricks- Conversion Cleanup- Folder Size Reduction- The Power of Rules

• Providing customized Microsoft Office 2013 Migration webinars to all employees globally using WebEx• Developed customized class: “New Features of MS Office 2010”• 10,000 + users will be migrated.• Providing Certified Microsoft Office Trainers to deliver our custom “New Features of Office 2010” class• Trained, managed and coordinated Certified MS Trainers• Conduct needs assessment for customization

• Developed interactive CBT modules in Captivate 8 for senior management training and reinforcement• The interactive eye-catching modules contained an animated introductory splash slide, role playing HD videos (produced by our sister company Back Home Productions), interactive scenarios and animated graphics that truly engaged the users• Worked as a liaison/project manager between BHP and LIJ• Organized and lead project meetings

• Providing customized Microsoft Office classes• Developed and delivering customized MS Office classes for Lannett's employees• Conduct needs assessment for customization

• MCS - Statigic Business Partner• Providing Customized Microsoft Office 2013 classes• Subject Matter Expert (SME) answering any e-mail questions on Microsoft Office 2013

I am delivering a specialized 15 week Microsoft Official Academic Course (MOAC) to over 77 students at Mercy College. The college credited class not only teaches them Excel 2013 but it also prepares the students to successfully pass the Microsoft Excel 2013 certification exam (Exam 77-420 ). The MS Excel exam is issued directly from Microsoft and it is recognized in the industry as an official acknowledgement of Excel proficiency.

Providing customized Microsoft Office classes.

• Providing customized Microsoft Office 2010 classes• Developed customized MS Office 2010 classes for PepsiCo.'s employees

• Providing customized Microsoft Office classes• Developed and delivering customized MS Office classes for NATHAN SPORTS employees• Trained, managed and coordinated Certified MS Trainers• Conduct needs assessment for customization

• Providing Microsoft Office training to corporate employees

• Delivered Customize MS Office Excel classes to Macy's employees

Delivering (MCS,Inc.developed) class: "New Features of Microsoft Office 2007" In-house and via WebEx sessions. Developed - Full Color tri-folds/Quick Reference Cards

Senior CBT Developer and designer

Provided Microsoft Office training to Blume Tech's ClientsDeveloped and delivered a class on "What's New in MS Office 2007".Lead trainer to provide nationwide corporate MS Office training via in-house and online.Developed MS EXCEL 2007 VBA macros to automate client processes.Subject Matter Expert (SME) answering any phone or e-mail questions on Microsoft Office.

Traveled nationally providing Microsoft Office 2007 training to all corporate employees.Upper Management / One-on-One sessions.Concentrated group classes.MS Office 2007 seminars.After receiving corporate wide feedback, developed (with management) a focused education training program.Subject Matter Expert (SME) answering any phone or e-mail questions on Microsoft Office 2007.Created quick reference guides, handouts, and other cheat sheets to coincide with the classes.Acted as a floating instructor moving from one workstation to the next answering any live on-the-job questions.

• Developed Siebel CRM/SFA training deployment and class courseware• Developed 15 CBT modules in Captivate 5 for new hires and senior management• Developed 90 Second Flash video to promote excitement in the sales forceo Subject Matter Expert in the development of interactive web-based flash training modules as a preface to the instructor led training and review guide post class delivery• Lead trainer to provide corporate CRM/SFA applications training• Vendor for Seibel CRM new hire training - 600 sales representatives in 2 dayso Project manager and lead trainer working in conjunction with sales and IT department for a successful deliveryo MCS,Inc. provided, organized and supported 5 senior professional trainers needed for the 2 day deliveryo Managed payroll and expenses for all employeeso Lead “Train the Trainer” (T3)web sessions• Working with the management team:o Develop Quick Reference Cards for different specialty groupso Created scenario-based instructor guides (scripts) to be used for Sales Force CRM/SFA trainingo Recreated, reviewed and updated End User guides with changing business practices, policies and legalo Aided in the course design for the Siebel CRM/SFA application training. o Created interactive class room games to enhance the class experience and review course topics

IBM - MAXIMO / SIEBEL CALL CENTER POWER COACHSupported Maximo and Siebel CRM/SFA software to NYCHA employees in the borough offices and their developments throughout the 5 boroughs.Delivered group training sessions on Maximo and Siebel softwareSupported upper and lower management.Received a 3 week train the trainer on NYCHA's custom asset management program (Maximo) and on Siebel Call Center.Reported on any daily issues during the delivery.reference guides, handouts, and other cheat sheets to coincide with the classes.

conducting corporate computer training on Siebel CRM/SFA proprietary software designed to support pharmaceutical representatives.Developed and delivered Train The Trainer (T3) classes for deployment.Responsible for interviewing, hiring, and training Novo Nordisk trainers. Delivered New Hire training and upgrade training to managers and the sales force.Aided in the development of training and methodology for courseware and training deployment.; Provided CRM/SFA training designed to support pharmaceutical sales force; Received a Train the Trainer.Responsible for class preparation and delivery.

Lead trainer providing Siebel CRM/SFA end-user training designed to support pharmaceutical representatives for AstraZeneca Lead SAP CRM/SFA trainer for Forest Laboratories providing end-user training to the pharmaceutical sales team.Delivered New Hire training to 50+ students per class.Advised on enhancements for delivery and courseware.Received a Train the Trainer on Siebel and SAP software.Responsible for class room setup and delivery.

LEAD TRAINER/DEVELOPER/TECHNICAL WRITER

Successfully delivered proprietary Siebel CRM/SFA training designed to support pharmaceutical representatives Trained help desk support to:Decrease service times.Deliver high quality results to sales questions and/or concerns.Reduce help desk calls and cost.

Held 6-day accelerated MS Office Certification (Boot-Camp style) seminars throughout the country.Prepared students to take and pass Microsoft Office certification tests.; Conducted customized corporate computer training on a Microsoft foundation to account executives.Created materials to coincide with the customized training for seasoned and new hire account executives.

Conducted corporate computer training on Dendrite CRM/SFA proprietary software designed to support pharmaceutical representatives out in the field. 75+ Students / Class.

Globally conducted custom corporate computer training on proprietary software based on a MS foundation.Created and edited manuals for all custom classes.Created and edited database programs to accommodate the unique needs of the employees.

Traveled to nationwide franchise offices to evaluate current procedures in computer training.Developed and implemented action plans to ensure maximum output at each franchise office.Achieved 33% sales growth in the Long Island franchise.

Held MS Office corporate computer training classes to meet the needs of the employees.