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training and development resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Career Overview

Experienced trainer and travel industry professional with outstanding customer service and resolution skills. Dedicated employee with analytical ability, experienced in software quality assurance and successful working independently and as a member of a team.

Qualifications
  • Camtasia
  • Training & Curriculum Development
  • Deliver demos to internal & external customers
  • Strong collaboration skills
  • Excellent verbal and written communication skills
  • Microsoft Office Suite
  • Google Apps Suite
  • Global Distribution Systems: Sabre, Apollo & Worldspan
  • EDIFACT/AIRIMP Airline Messaging
  • Bugzilla & Buganizer
  • Familiar with Java & XML
  • Worked with Eclipse
  • Rally - Agile project management tool
  • Test Case Manager (TCM)
  • Document Management System (DMS)
  • Proficient in QA Methodology
Professional Experience
11/2013 to Current
Training and Development Charter Oak Health Center Hartford, CT,
  • Develop and deliver end-user training related to the implementation and support of the Commonwealth's new eProcurement system.
  • Develop training materials including presentations, self study manuals, instructor lesson plans, case studies, exercises and related material to meet training objectives.
  • Review/modify workflow maps, functional design documents and collaborate with functional technical experts to help shape course content.
  • Responsible for setting up Executive Agencies, Municipalities and Non-Profits to become involved with the new procurement system.

03/2011 to 09/2013
Product Trainer / Test Engineer Google Inc City, STATE,

PRODUCT TRAINER

  • Developed training collateral for end user training.
  • Train the trainer facilitation at Cape Air's headquarters.
  • Delivered internal training for the PSS group prior to launch.
  • Prepared for and delivered training/demo for a pre-sales meeting for management personnel at their headquarters.

TEST ENGINEER

  • Maintained dual role as Test Engineer and Product Trainer.
  • Contributed to the successful launch of ITA’s PSS (Passenger Reservation System) with Cape Air.
  • Provided on site support for customer before, during and after launch.
  • Developed and maintained comprehensive suite of test plans for major functional areas within PSS.
  • Developed and executed end-to-end workflows.
  • Tracked requirements using Rally which ensured full test coverage and completeness.
  • Documented testing results using Test Case Manager (TCM) and TAC database (internal testing repository).
  • Analyzed and recorded test results and created detailed bug reports utilizing Bugzilla. Re-tested and verified bug fixes.
  • Reviewed and mapped requirements and documentation to testing artifacts.
  • Worked with customer to gather, document, implement, test and deliver requirements for PSS.

20% PROJECTS

  • Google Corps - Google for non-profit volunteer project. Trained to assist non-profits through the planning and deployment phases during the transition to Google products.
  • Product Specialist/Trainer for Google Corps. Researched and created a training deck for One Today and delivered training to fellow volunteers. Created a video using Camtasia.
  • Google Hotel Data Quality - Reviewed data collected from multiple sources to identify and correct inconsistencies.
  • Android Edu Team - Nexus tablet provisioning.
  • Set up & participated in monthly volunteering events.

02/2006 to 03/2011
Training Specialist & Quality Assurance ITA Software City, STATE,

TRAINING SPECIALIST

  • Developed training documentation to deliver to current and future customers.
  • Delivered training to original airline customer.
  • Developed and delivered internal demos of new features being developed.

QUALITY ASSURANCE

  • Balanced a role between QA and Training.
  • Designed and executed functional test plans and test procedures for PSS.
  • Assisted in the development of use cases for new system functionality.
  • Collaborated with Product Managers, Test Engineers, and Developers to enhance the PSS design and identify application defects.
  • Contributed to automated test development, reviewed automated tests for functional accuracy/correctness, and responsible for troubleshooting test script failures.
  • Utilized Eclipse to execute/update/debug automated test scripts written in Java.
  • Manipulated XML files used to define input and drive test cases.

02/1998 to 02/2006
Systems Training Coordinator US Airways Express City, STATE,
  • Provided support to 8 regional carriers consisting of 100 stations from VP to agent level.
  • Conducted training classes on the SABRE computer system for new hires and veteran employees in all aspects of the airline operation from Ticketing to Baggage Service to Cargo.
  • Conducted Train the Trainer sessions for new products.
  • Created and updated classroom curriculums, student workbooks, special bulletins, safety bulletins, memos and newsletters.
  • Learned two new computer systems (SABRE & APOLLO) and responsibilities included developing and implementing training for new and veteran employees.
  • Helped train new instructors.
  • Conducted audits of US Airways Express airports to ensure compliance with company policies and government regulations. Other audits performed include winterization, ramp operations, cargo loading, safety audits, and in-flight audits for flight attendant observations.
1994 to 02/1998
Airport Customer Service US Airways Express City, STATE,

CUSTOMER SERVICE SUPERVISOR

  • Supervised 40 customer service agents on concourse.
  • Supported all areas of customer service operation.
  • Worked directly with customers during regular and irregular operations.

CUSTOMER SERVICE LEAD AGENT

  • Acted as liaison between management and agents.
  • Responsible for conflict resolution with customers.

CUSTOMER SERVICE AGENT

  • Ensured compliance with policies and procedures while performing daily activities at the gate.
  • Conducted on the job training for new hires.
Education and Training
Expected in to to
Associate Degree: Specialized Business Administration
Boyd School, Pittsburgh Technical Institute Division - Pittsburgh, PA
GPA:

Certificate in Travel & Tourism


Google Training Classes:

Presenting with Confidence, Presenting with Charisma, Emotional Intelligence at Work, Unconscious Bias @ Work, Getting Things Done, Managing Your Energy for Sustained Performance, Managing Your Time, I Love Sites, I Love Calendar, I Love Apps & Docs Basics


Google Apps Training to train non-profit organizations on Google Docs, Spreadsheets, Analytics, Earth, Calendar, and Gmail.

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Resume Overview

School Attended

  • Boyd School, Pittsburgh Technical Institute Division

Job Titles Held:

  • Training and Development
  • Product Trainer / Test Engineer
  • Training Specialist & Quality Assurance
  • Systems Training Coordinator
  • Airport Customer Service

Degrees

  • Associate Degree

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