Sam Osman Email & Phone Number

So excited to be back in public safety at Comtech!

Englewood, Colorado

• Technical trainer facilitating classroom and virtual classroom (vILT) training on healthcare software.
• Instructional design for classroom based and online training.
• Manage project planning, status reports, travel arrangements and expense reports (Concur).
• Work closely with team members and clients to provide exceptional customer service to internal and external stakeholders.

• Functional Team Manager who continued to travel and train at customer sites while leading the Training, Technical Writing, and Provisioning teams with their respective commitments and deadlines.
• Collaborate with multiple teams (Development, Solutions Architect, Sales, Support, Installation, Proposal Writers, and Quality Assurance) to ensure the product delivered met contract and customer requirements.
• Consult with customers to determine specific requirements for software configuration, training venues and schedules, and post-implementation and upgrade support options.
• Manage a team of Technical Trainers responsible for delivering intensive technical software training to end users, administrators, and internal employees.
• Manage a team of Technical Writers responsible for creating end-user product documentation for TCS software applications which includes creating and updating product release notes, user and installation guides, product.
• Manage Technical team responsible for configuring and troubleshooting 911 call handling and call routing software.

• Lead Technical Trainer II responsibilities are in addition to the Technical Trainer II role.
• Mentor and train Technical Trainers on products and processes.
• Coordinate the training team to deliver training to customers, channel partners, and internal personnel.
• Managed on-going partner relationships for training programs to solicit feedback and learning requirements.

• Coordinate with the Director of Service Delivery to improve upon processes, schedules, and projects.
• Responsible for training clients, co-workers, and business partners on microDATA’s E911 hardware and software.
• Deliver instructor led classes at client sites, vILT, and webinars.
• Specified and built Mobile Training Center (MTC) for customer site training.
• Create technical manuals and quick reference guides for end users in civilian and military Public Safety Answering Point (PSAPs).
• Created recorded trainings that are sold to clients as an option for refresher training in lieu of instructor led training.

• Team responsible for the development, deployment, maintenance and upgrades of the contact center's various telephony hardware and software systems to ININ CIC or from CIC 2.2 / 2.4 to 3.0.
• Created technical training documents for corporate, contact center and agency employees; which now reside on the American Family Education website.
• Trained American Family Insurance trainers on Interactive Intelligence (ININ) software.
• Consolidated 13 contact center numbers and IVR routing to a single 800 number (1-800-MYAMFAM).
• Upgraded the Win32 client in the Denver contact center to the ININ CIC 3.0.Net version.
• Configured categories for ININ Interaction Recorder to allow workgroups to separate their recorded calls.

• Development, maintenance and upgrades of the contact center's various telephony hardware and software systems and processes including inbound call flows, voice recording and outbound predictive dialing systems.
• Analyzed new business and existing processes, suggested improvements and participated in the design of new systems.
• Worked with senior management, project manager, client and co-workers to determine needs and facilitate solution implementation.
• Identified, troubleshot, clarified and resolved problem situations or elevated if appropriate.
• Worked closely with Data Analysts and Report Writers ensuring accurate data mining and understanding of what the queries or report were reflecting (SQL and Crystal Reports).
• Prepared and presented formal and informal, written and verbal presentations to peers, clients and management regarding project objectives, development and progress.

• CIC 2.x software, Windows 2000 Server, Exchange 2000, Active Directory, Terminal Server 2003, Microsoft SQL Server 2000, Microsoft Office 2000, Outlook 2003, Windows XP Workstations, Symantec PC Anywhere, Crystal.
• Technical trainer for new hire and follow-up training and materials for all employees of educational call center, performed individually or in groups of up to 250 people.
• Prepared course materials and taught technical training to all new employees.
• Created and updated SQL training databases and ININ dialer campaigns for hands-on training, and technical training manuals.
• Created quizzes related to training materials to ensure understanding of processes.
• Created Final Exam that determines pass/fail of training and consequent employment.

• Consulted with parents and students regarding supplemental education via ININ telephone and email.
• Earned “Rookie of the Month” award for highest number of student enrollments in May 2001.

Taught business classes including Operations Management, Professional Development, Management Principals, E-Commerce, Economics, Marketing and Human Resource Management in 8-week modules for the evening Bachelors degree program.

Created and taught a Business Ethics Certificate online course, focusing on development of foundation understanding and best practices of Business Ethics in organizations to people throughout the world.Instructed Services Marketing online course focused on background and understanding of marketing systems.

Recruited domestic and international students for private, technical school.

Mba, Business, Marketing

Certificate, It / Hit

HIT Certificate, GPA of 4.0 A+ certification course, GPA of 4.0

Bs, Marketing

Graduated Cum Laude