Tom M. Email & Phone Number

Perform onsite MORvision system Health Checks, Tune-Ups, and Training for ISGN customers.• Conduct business process and system reviews with senior management, IT, and system administrators. Analyze customer business processes and requirements, review current system configuration. Identify bottlenecks and opportunities to streamline system performance by eliminating rekeying of data and reducing data entry errors. Explain recent system enhancements and provide system administrator with guided instruction on how to implement.• Provide system administrator and end-user training to improve system and user performance.

Responsible for planning, development and delivery of all Origination Products division learning systems and communications. Managed a team of technical writers and trainers including personnel recruiting, assignment of work, weekly progress meetings, performance reviews, and evaluating/editing deliverables. Managed all projects related to learning systems, internal and customer facing websites, and product release documentation. Responsible for developing monthly reports to upper management detailing revenue, progress, issues, planned activities, and resource requirements of the Knowledge Services team. Sales support including proposal development, marketing, product demonstrations and customer relationship management. Achievements include:• Successfully managed the development and delivery of all Instructor-led and eLearning Courses, Training and Reference Guides, Help Systems, Product Release Notes, and Webinars for customers and professional services staff.• Implemented ISGN’s first e-learning curriculum providing customers with live and on-demand training regarding ISGN products, vendor plug-ins to their software, and compliance/regulatory requirements.• Developed and delivered new hire training programs for Sales, Product Development, Training Specialist and Product Support Specialist personnel located locally and overseas.• Developed and delivered sessions for the Synergy 2009 User Conference including “Applying Business Rules through MORvision Macros.”• Recruited, on-boarded, trained and managed a team of Technical Writers located in Chennai, India.• Provided product development team with direction on ISGN’s next generation, .net Loan Origination System including feature set and design of user-interface.• Restructured ISGN product curriculum and pricing, increasing related revenue by over 50%.

Supervised a team of Training Specialists including training, document editing, performance review, time approval, and leading biweekly Training Team meetings. Successfully executed the roles of supervisor/project manager, instructional designer and trainer. Delivered on-site product training and services for ISGN clients. Achievements include:• Led ISGN’s cross training initiative to consolidate Professional Services and Product Support operations.• Proposed, designed, and delivered ISGN’s first-ever online Custom Forms Workshop.• Certified in and delivered System Tune Up and Implementation services.• Recipient of ISGN’s Elite Merit Club award, recognizing the top 10% performers in the company for 2007.• Master of Ceremony for ISGN’s 17th annual User Conference.

Generated the MORvision product on-line Help system, Training Guides, Reference Guides, and courseware. Developed and delivered product training for ISGN clients. Achievements include:Created a virtual Tour Guide in Web Help to provide beta customer group with a guided tour of ISGN's next generation .net software.Planned, designed, and developed all end user and system administrator documentation and training for beta version .net LOS software and Screen Designer software including On-Line Help system, Reference Guide, Administrator Fundamentals Training, Instructor's Guide and Participant Handbook.

Delivered new Core Teller System training to bank branch personnel.Delivered new-hire training covering systems, regulations, sales techniques, and customer service using instructor-led, eLearning, and role-playing training methods.Managed an interactive, multi-media lab.

Delivered Documentum WebTop (v5.2) training and provided desk-side support. Trained over 200 Documentum users

Responsible for operations, managed client projects and directed sales (new and existing business development). Managed and worked directly on various IT systems projects for Fortune 500 firms. Accomplishments include:SQL*LIMS/QA system implementation to meet 21 CFR Part 11 compliance for Pfizer. Developed the system and process flows and training strategy. Provided ongoing Documentum Training to R&D personnel at Pfizer, including updating the course and reference materials. Received Ford Motor Company's Excellence Award for work on a variety of Purchasing, Engineering, and Quality System Training and Documentation projects for five consecutive years.

Responsibilities included recruiting, employee evaluation, and training of staff as well as sales development. Project Manager on a number of client projects including: Completed Documentum System testing and documentation. Delivered training modules including Viewing and Printing Documents, Advanced Searching, Creating Documents, Routing, and Security Settings.Managed the development and delivery of a training program for Ford Motor Company's Global Purchasing system impacting 900 buyers worldwide. Managed a SAP documentation project for Perrigo Company (health and beauty aids manufacturer).

Instructional Designer and Trainer on variety of sales automation training projects including:• Developed and delivered sales force automation training including contact management, e-mail, networking, and word processing software for over 750 Helene Curtis sales representatives.• Developed and delivered a sales automation training program for pharmaceutical sales reps at Lederle Laboratories. This included modules on email, contact management, reporting, and word processing.• Developed and delivered sales and marketing data collection training for A.C. Nielsen retail staff.

M.A., Industrial Organizational Psychology

Bs, Psychology