Training and Development

1. ✦Mentored support staff in customer service trouble-shooting related to web-based HTML report generation and customer output requirements –  support staff were able to handle more customer issues in the initial customer call – less calls were escalated to 2nd level customer support  Facilitated conference sessions for distance learning topics and presented product training sessions – Level 1 Instrument indicated that expectations had been met or exceeded 
   

2. ✦Created and deployed a train-the-trainer curriculum for 2 large districts for a web-based application – other district accounts were secured as a result of a successful implementation and referrals
   

3. ✦Created step-by-step job aids to improve training results for web-based application training - Level 2 assessment done by schools.
   

4. ✦Created and modified SME training at the division office for content and application navigation throughout a multiple tiered software development process managed by corporate – Level 1 Instrument indicated that expectations had been met or exceeded
   

5. ✦Created sequential process mapping documents incorporated into an online User Manual used by all customers as a part of training the training reference materials
   

6. ✦Designed and developed a 3-week modular curriculum deployed in Media Technology classroom that resulted in solving the business problem of: “more students enrolled than the lab could accommodate”
   

7. ✦Applied Accelerated Learning Strategy and design to CISPI Cracker Barrel Session Presentation: “An eLearning [Media] Solution – Is it Right?   Oct. 2008 – Well attended, Positive feedback
   

8. ✦Some Project Examples
   
   

Elearning / Technology

1. ✦Saved marketing time by writing web site product content, updating links, and doing page mock ups
   

2. ✦Influenced survey staff supervisor to integrate the Citrix GoToMeeting virtual tool into call center which resulted in the elimination of session errors and allowed the geographically distant customer guided, hands-on practice under the trained eye of the survey specialist
   

3. ✦Conducted business requirement research – incorporated into knowledge database design
   

4. ✦Contributed LMS feature analysis, business objective and staff training options for the Online Task Force eLearning Charter document.  Charter was accepted and implementation had begun at the time of office move.
   

5. ✦Managed ASP hosting account for all income-generating web-based applications ($800,000/yr)
   

6. ✦Created the module flow, storyboards, content, and proposal for a Blackboard based eLearning course – recognized as a quality design – content repurposed for ILT training
   

7. ✦Created and maintained a product line web site aligned with multiple parent company objectives – used for pre and post sales support
   

8. ✦Coordinated, produced weekly announcement storyboards and scripts for CCTV studio projects – Studio used to produce Chairman’s Award video project for Motorola sponsored F.I.R.S.T project
   

Vendor Management

1. ✦Negotiated deeply discounted leader/staff training for Online Task Force team members – saved 33%
   

2. ✦Negotiated a decrease in hosting fees while increasing equipment and service over a 3 year contract 
   

3. ✦Interviewed and hired a local IT support firm that met the business objectives of disaster recovery, timely response, and budget constraints – Result: successful server migration, back up, firewall integration and improved office productivity support
   
   

Project Management 

1. ✦Achieved productivity goal in the midst of software upgrade and procedural changes prior to launch of knowledge database
   

2. ✦Successfully managed multiple vendor deliverables related to product while also creating a favorable outcome in the office operations project goals of staff space reallocation, the migration to a VoiceIP phone system, and the orientation of a new Sr. Vice President to office productivity tools. 
   

3. ✦Managed projects related to the SI Planner customer accounts for 130 schools and 4 large districts while contributing expertise, training, procedural and operational support to the cross-functional areas of marketing, surveys instruments, customer service, and conference division deliverables
   

4. ✦Initiated a data-based reporting format with software development vendor to accurately track the ROI goals of survey optimization project
   

5. ✦Cross trained support staff member and assistant director to maintain the critical functions of the office and software product maintenance schedule.