Christopher K. Grace, MBA

Bozeman, Montana, 404-***-****, acckbi@r.postjobfree.com

KEY SKILLS/EXPERIENCE

Corporate Computer Classroom Facilitator, 25 Years

Blended Learning Instructional Designer/Courseware Developer, 24 Years

MS-Office, 19 Years

Project Manager /Team Lead, 14 Years

eLearning - 9 Years

Captivate Developer, 9 Years

Adobe Professional, 7 Years

Technical Sales/Sales Training, 18 Years

Healthcare Industry, 10 Years

Leadership Facilitation/Change Management, 5 Years

SAP (Financials and various other modules, Work Instructions, InfoPak,

uPerform), 8 Years

Siebel, 7 Years

Customer Service Skills Facilitator, 6 Years

Graduate Level Instructor/Business Statistics, 2 Years

Relational Databases, 15 Years

EDUCATION

University of Denver, Denver, CO

Masters in International Management/MBA, June 1985

Taught Graduate level Calculus and Business Statistics courses for two

years.

Georgia Institute of Technology, Atlanta, GA

Bachelors in Industrial Management, June 1982

WORK EXPERIENCE

IBM/US Department of the Interior/FBMS, Herndon, VA and Denver, CO

April 2011 - December 2013

SAP Team Lead - Computer Based Training for Deployments 6, 7, and 8.

Responsibilities included building and implementing design templates and

standards for CBTs, conducting Peer and Technical Reviews, facilitating

client reviews and developing CBTs. Duties also included writing and

developing ILT classes for IBM and DOI bureau e-learning developers and

testing and trouble-shooting CBT loads onto the LMS. SAP process areas

included SAP Navigation, Acquisitions, Real Property, Funds Management,

G/L, Assets, and Reporting. Updated the Instructional Design course ware

for the Real Property module and delivered ILT training courses for Real

Property Leasing and Fleet Management to the Fish and Wildlife Service,

National Parks Service, Indian Affairs, Departmental Offices, and Bureau of

Reclamation.

US Department of the Interior/FBMS, Herndon, VA and Denver, CO

April 2010 - April 2011

SAP Instructional Design/Blended Learning

IBM is developing, upgrading, configuring and implementing an SAP Financial

Business Management System for the US Department of the Interior. SAP

process areas include Acquisitions, Real Property, Personal Property, Fleet

Management, GL and AR.

My responsibilities include: Creating Acquisitions, Personal Property and

Fleet related e-learning and ILT courses using Captivate; Delivering ILT

courses and conducting "train-the-trainer" sessions throughout the US for

several bureaus including USGS, BLM, and BOEMRE; Assisting in development

of multiple SAP process areas as needed to support team deadlines.

SRA International, Fairfax, VA

June 2009 - April 2010

SAP Instructional Design

SRA is developing, configuring and implementing SAP Web Based Supply Chain

Management, including SRM, throughout the US Department of Agriculture. SAP

modules include Procurement, Fulfillment and Finance with ISA, CRM, ECC and

an external bid evaluation system.

My responsibilities include:

Creating e-learning, and ILT courses using uPerform with audio tracks.

Delivering ILT courses and conducting "train-the-trainer" sessions.

I created in-depth Procurement courses, with emphasis on Internal,

External, Domestic and International. My audience includes USDA, FSA, FNS,

AMS and USAID, along with commodity, service, freight and freight

forwarding vendors worldwide. Other courses being delivered include MM and

QM.

With my knowledge of Procurement I was asked to perform the UAT, using HP

Quality Center, write test scripts, track defects, and close out threads.

PTC (Parametric Technology Corporation), Needham, MA

November 2008 - July 2009

Instructional Design Project Manager/Blended Learning Developer

PTC is a billion dollar software company with major offices in the US,

Europe and Asia. The company is currently overhauling their Channel

Management processes to incorporate 3 different internal Siebel 8.0

applications plus Siebel PRM Portal as the interfaces to an Oracle back-

end.

Responsibilities included managing a team of 6 instructional designers

crossing multiple departments. Deliverables included over 50 Captivate

WBTs loaded into an LMS with curriculum paths for 18 role based

departments, over 100 Process Documents, 3 video presentations and an

internal T3 for SMEs delivering ILT overseas. Assessments were built with

Quiz Maker and loaded into a Saba LMS, following AICC standards.

Acted as liaison between management stakeholders (including Directors from

Channel Sales, Marketing and Finance) SMEs, Instructional Designers and IT,

while actively participating in deliverable development. Created

standards, mapped Use Cases to Lessons and Topics and outlined required

steps for each deliverable.

Additional duties included presenting weekly status reports, updating

project plans and managing resources.

Contractor-Northhighland Consulting

June 2008 - November 2008

SAP CRM Instructional Designer/Facilitator/Coach

Member of a team of three SAP CRM Instructional Designers, adhering to

(ISD) methodology, responsible for the implementation of a blended learning

strategy combining Instructor-led Training (ILT), Computer-based Training

(CBT), Web-based Training (WBT), and self-study methods to a total audience

of over 2,500 users, for a major Fortune 500 healthcare company.

Deliverables include CBTs and WBTs using Captivate 3.0 and SnagIt, "Train-

the-trainer" for internal instructors, "Train-the-trainer" for external

instructors, 3 separate courses with separate Facilitator Guides and

Participant Guides, creation and Web posting of CRM Process Documents using

InfoPak, production and delivery of LiveMeeting Webinars, LMS integration,

ILT implementation throughout the US and Canada delivered to role-based

audiences.

Contractor-IBM, ATT

February 2008 - May 2008

Instructional Design/Technical Tester/Facilitator

Designed curricula and participated as 1 of 2 facilitators in AT&T's global

initiative to deploy instructor-led eCRM software courses and Siebel

Analytics courses to the business sales group, with my territory covering

Western and Eastern Europe and Canada.

Converted a variety of courses using Adobe Captivate to transform existing

material to an Intranet based curriculum, made available to over 30,000

employees in an SAP LMS, by adding simulations, knowledge checks,

transitions, final assessments, branching, hotspots, and hyperlinks.

Contractor - EDS, Cardinal Health

January 2008 - February 2008

Leadership/Change Management Facilitator

As the company undergoes a major internal cultural change involving Lean

Six Sigma, Kaizen, Team Building, etc., our responsibilities cover

facilitating a series of management and leadership workshops throughout the

US. Courses are taught in Waves and involve role play, hands on exercises,

homework and presentations.

Contractor-Vangent, Inc. Formerly Pearson Productivity Solutions

November 2007 - December 15

CMS (Centers for Medicare & Medicaid Services) Certified Instructor for

PDP, Tier 1, and Tier 2

Conduct 3-week New Hire training courses to Certify Customer Service Reps

for CMS Tier 1. Classes incorporated a variety of technical computer

proficiencies, including a complex Siebel 7.7 application, MS-Access, and

Web based tools, along with a variety of Soft Skills and customer service

skills, written and oral testing and exams.

Contractor-IBM Global Business Services

January 2007 - November 2007

Sales Force Data Literacy Facilitator to ATT/Cingular Wireless

Led instructor facilitated sales sessions for retail reps, store managers,

regional sales managers, and indirect sales managers. The hands-on

seminars focused on selling, demonstration, and provisioning techniques

designed to increase average revenue per customer and decrease subscriber

churning. Each course covered ATT sales techniques and processes through

case scenarios along with in depth features, such as e-mail, IM, photo and

video shooting, internet usage, and music sideloading, for a variety of

hand held PDAs and other cellular devices including the Samsung Sync,

BlackJack, BlackBerry, Palm Treo, Motorola and LG series equipment.

Classes were conducted throughout the US.

Contractor-Pearson Productivity Solutions, (A division of Pearson

Education)

October 2006 - December 2006

CMS (Centers for Medicare & Medicaid Services) Certified Instructor for

PDP, Tier 1, and Tier 2

Conduct 3-week New Hire training courses to Certify Customer Service Reps

for CMS Tier 1. Classes incorporated a variety of technical computer

proficiencies, including a complex Siebel 7.7 application, MS-Access, and

Web based tools, along with a variety of Soft Skills and customer service

skills, written and oral testing and exams.

Contractor-IBM Global Business Services

August 2006 - October 2006

Education Consultant/Facilitator to CapitalOne

Part of the largest IT conversion project in history. Responsibilities

included working with instructional designers, change management

consultants, and site managers in the US and abroad to deploy training on a

variety of new proprietary systems under Windows and on the Mainframe.

Training and change management conversions were tailored to specific

departments, including Card Services, Fraud, Collections, Sales, etc.

Contractor-Long Beach Mortgage Company/Washington Mutual

April 2006 - August 2006

Change Management/Technical Trainer/Facilitator to VP of Corporate

Training.

Member of the roll-out team responsible for deploying training for all

aspects of a proprietary mortgage Loan Origination System. Specific

responsibilities included the facilitation of a 2-day course for Loan Setup

and Post Funding specialists and a 3-day course for Mortgage Underwriters.

30% of the curriculum focuses on "change management" concepts, activities,

and exercises. Classes were conducted at Loan Fulfillment Centers across

the country.

Contractor-Accenture Learning (a division of Accenture Consulting Services)

February 2006 - April 2006

Technical Trainer to Kaiser Permanente internal Underwriters and Sales and

Account Managers.

Worked with Accenture Learning as part of the training deployment team

responsible for delivering technical software courses to large group health

insurance underwriters throughout the California Regions at Kaiser

Permanente. Other audiences included System Administrators and Sales and

Account Managers. In addition to training, the job scope covered providing

daily feedback to the design team and the implementation of revisions.

Class curriculum included process workflow between Internet-based, legacy,

and PC-based systems; how to improve interdepartmental relations;

utilization of the new complex report generating tool; hands-on case-

studies using new tools for underwriter decision making and calculations.

Contractor-IBM Business Solutions

December 2005 - February 2006

Technical Siebel Trainer to BellSouth DSL Customer Agents

Delivered 3-day Retail Trouble Management classes to BellSouth Upper

Management, Supervisors, and Customer Agents. Courses included hands on

demonstrations and exercises using Siebel software and a variety of other

BellSouth proprietary applications. Conducted a Train-the-Trainer for

other instructors.

Contractor-Pearson Productivity Solutions, (A division of Pearson

Education)

August 2005 - December 2005

CMS (Centers for Medicare & Medicaid Services) Certified Instructor for

PDP, Tier 1, and Tier 2

Representing Pearson, delivered Certified training, throughout the United

States, to the Call Center and Insurance Industries, provided floor

consulting, and conducted supervisor training. Primary audience was those

persons having direct contact with Medicare beneficiaries. Certified

courses were 5, 15, and 4 days in length. Responsibilities also included

working with Management to provide floor support and to conduct customized

Supervisor training and Refresher Training as needed in a constantly

changing environment; reporting inconsistencies and providing extensive

written feedback to the instructional design team. Classes incorporated a

variety of technical computer proficiencies, including a complex Siebel 7.7

application, MS-Access, and Web based tools, along with a variety of Soft

Skills and customer service skills, written and oral testing and exams.

Contractor-Primerica Financial Services, Inc. Atlanta, GA

September 2001 - December 2005

Registered Representative/Instructional Designer/Field Trainer/Internal

Instructor

Designed and delivered internal courses. Topics included investment

strategies and preparation of Thompson Financial Hypotheticals; sales

training which included Prospecting & Approach, Presentation, and Follow-

up; insurance marketing which covered industry product types and needs

based planning; how to use new technologies in business including wireless

laptops, Palm OS PDAs, projection systems, and PowerPoint.

Field trained teams of representatives to provide customized financial

needs analysis to clients and families. Instructed students how to use

Primerica's proprietary software for financial analyzing and long-term

planning to provide customized financial blueprints for clients.

Instructed students in the field how to present and implement the financial

reports.

Delivered public seminars on finances, including debt management, asset

management, retirement planning, and wealth preservation.

IntelliSoft Group, Incorporated/Freelance Contractor with Various Brokers

October 2001 - December 2004

Instructional Designer/Technical Writer/Computer Consultant/Certified Lotus

Notes Instructor

Provided needs assessment and Instructional Design consulting to the USDA,

Forest Service. Delivered and taught customized Lotus Notes Application

Development courses to the USDA, Forest Service at offices in Idaho and

Montana. Wrote custom courseware and delivered TeamRoom application

training classes to the USDA, Forest Service in Washington, DC and

Northwestern states.

Instructed courses in Domino Application Development; Domino System

Administration; Web development; Intro and Advanced LotusScript. Delivered

various levels of classes in MS-Office.

Delivered customized Lotus Notes instruction to the State of Hawaii

Department of Education, for CompUSA, Honolulu, HI. The project, spanning

over a year, included 8-weeks of on-site classroom instruction and

additional weeks of technical writing and courseware customization.

Covered topics included System Administration, Application Development, and

object-oriented programming with LotusScript.

Instructional Designer to InterSoft Education, Inc, Montana. Designed and

developed a 2-week instructor led training curriculum covering Internet

video streaming production, encoding, and system administration. The

project first entailed learning the technology from the ground up. Then,

separate 1-week courses were developed and tested. Covered areas included

hands-on camera and filming techniques, video editing, lab exercises, and

exams. Personally, supervised and co-taught the initial "Train-the-

Trainer" classes.

Universal Applications Solutions, Inc., Solon, OH

March 1998 - October 2001

Computer Consultant/Certified Lotus Notes Instructor/Technical Writer/Site

Deployment Manager

Managed a team of 4 instructors to provide Certified and customized

computer instruction. Assessed customer needs, made training assignments,

conducted follow-up and reviews. Worked with the application and system

developers to coordinate instruction with product deliverables.

Instructed Certified courses in Domino Application Development; Domino

System Administration; Web development; Intro and Advanced LotusScript.

Delivered Certified classes for Lotus Education Authorized Centers

throughout the US. Instructed IBM employees and consultants how to use

LotusNotes by conducting on-site Certified training classes in the US and

Mexico.

Assisted IBM with the rollout of Lotus Notes to the Federal Aviation

Administration. As a contract IBM consultant, delivered Certified and

customized training classes at various FAA regional training centers.

Responsible for the team of 3 instructors our company provided to IBM.

Grace and Associates/GraceNet, Inc.

December 1992 - March 1998

Computer Consultant/Certified Lotus Notes Inst./Curriculum Development

Taught Lotus certified courses in Lotus Notes Application Development,

System Administration, Domino Web Development, and LotusScript.

Single training consultant to Dunn and Bradstreet Software for Lotus Notes

roll out across North America. The project involved the instructional

design and delivery of courses for end-users and advanced database

developers. Conducted "Train-the-Trainer" classes to allow company

instructors to take over ownership and course implementation.

Instructional designer and team lead instructor associated with training

the Dunn and Bradstreet Software sales force how to integrate Lotus Notes

technology into their sales cycle. Classes were taught at sales offices

throughout the US and Canada.

Assisted Dunn and Bradstreet Software with the company-wide conversion from

Lotus 123, WordPerfect, and Harvard Graphics to the MS-Office version 1.

Responsibilities included the instructional design and beta testing of the

new Excel courseware to 70+ internal accountants; authoring and delivering

various levels of MS-Word, PowerPoint, and Excel training material and

courses to the rest of the company; conducting "Train-the-Trainer" classes

for internal instructors.

Consulted with and taught Application Development and System Administration

to the Armenian Central Bank for the US Government. Project was conducted

on-site in Yerevan, Armenia. Classroom instruction was taught in English

and through an Armenia translator.

Technical Editor on "Lotus Notes 4.0, Unleashed" for Sams Publishing.

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