Corporate Training and Courseware Development specialist who delivers detailed product and end user training with two primary goals: to increase customer product knowledge and understanding, and to provide customer satisfaction. Also knowledgeable in methods used in designing, developing and delivering successful training programs and adult learning.
--Trained on-site and virtual training classes in CA Clarity PPM (V7.2-V14.2) for over 8 years including:
CA Clarity PPM Project, Resource, Portfolio Management
CA Clarity PPM Administration, Finance, Process Management
CA Clarity Objects, Attributes, Views, Partitioning, Portlets
--Developed training manuals for instructor/self-led training for all the CA Clarity PPM courses listed above, and, also for MSSQL/Oracle Installation and Clarity Business Objects Reporting V12 - 14.2 (with SME assistance).
--Developed/conducted customize training in CA Clarity PPM products for 'Services- New Hire' training, including student presentations to test for product knowledge.
--Teamed with Sales to customized scenario-driven, CA Clarity PPM Project Management training to international CA Partners.
--Developed training materials for CA Service Desk Knowledge Store, CA Service Desk Administration and CA Service Catalog based on SME input.
--Teamed to create CA Clarity PPM certification tests for both CA Clarity PPM Business Analyst and Professional.
--Gathered SME's and experts, then wrote and conducted virtual panel presentations, discussions and Q & A sessions for Education conferences.
--Developed and delivered on-site and virtual technical training materials, through lectures, demo and labs, to over 800 internal services/support resources, and external clients in CA Clarity PPM product lines.
-- Conducted teach-backs to certify for CA Service Desk Administration, and CA Service Desk Knowledge management - (training demand declined-only taught portions as a "substitute").
-- Developed multiple courses with over 200-pages per training manual, and 120-page lab guides, in both hard and soft copies.
-- Created and recorded formal snippets for short, on-the-fly, training posted on the company internal U-tube sites.
-- Currently creating a scenario-driven Studio Capstone course. Students practice Studio skills to decide what/how to implement features in a live lab environment. Scenario's are go-animate videos.
-- Created courseware, and conducted certification training, for internal and partner trainers on CA Virtual Classroom techniques.
?Trained over 400 resources as Contract Trainer, primarily on CRM systems, including Siebel/SAP/Peoplesoft. Trained primarily pharmaceutical Sales Reps (Pfizer, Roche, Abbott, Bayer).
--Created training courseware, labs and user guides for General Electric Rail division (9-month project).
On-site and in house technical and end-user training to Telephone Operating Companies and independent clients. Specialized in designing, implementing and training for Call Center clients in following product lines:
--ACD (Automatic Call Distribution-both main switch and IP based) - 3 weeks total training
--CCMIS (Call Center Management Information distribution and reporting) - 9 weeks of training
--Centrex (Large client private telecom system) - 3 weeks of training
Graduated- cum laude. Completed college while working full time.
Working towards MBA - incomplete
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