MICHAEL BOUTILIER

*** ******** ******* ** * Calgary, Alberta T3M 0T6

zxe60j@r.postjobfree.com * 403-***-****

TRAINER / LEARNING ADVISOR

Highly accomplished trainer / learning advisor, providing adept gap analysis, program development and deployment, and virtual / real-world training expertise, building high-level skills among diverse employee bases and within range of industries.

AREAS OF EXPERTISE

- Exceptional combination of interpersonal and technical expertise along with talent for simplifying complexity, ensuring rapid acquisition of principles and processes.

- Proactive analyst and problem-solver, preventing issues and quickly addressing potential problems to minimize impact and optimize performance.

- Polished communicator and persuader, overcoming challenges and obstacles among customers, prospects, and internal stakeholders alike to ensure strongest possible learning program results.

- Recognized for both technical and training proficiency, with consistently high scores for customer satisfaction.

PROFESSIONAL EXPERIENCE

ALTALINK MANAGEMENT LTD. - CALGARY, AB 2010 to 2012

-Senior Client Services Representative

Build and maintain proactive business relationships with AltaLink’s primary customers and industry partners. Act as point of initial contact for primary customers and industry partners. Make decisions on customer projects with significant financial impacts and determine appropriate timing for escalation within AltaLink and other organizations. Manage the overall projects financials and mitigate all risks within AltaLink’s finance group to ensure company coverage. Participating as lead for Client Services on internal and external process enhancement, development and implementation. Monitoring overall schedules and pro-actively follows up on tasks with both internal and external parties.

-Key Contributions:

* Proactively develop and maintain business relationships with AltaLink’s primary customers and industry partners.

* Participate as lead for Client Services on internal and external process enhancement, development and implementation.

* Serve as a single point of contact; coordinating and managing all requests with the appropriate people in AltaLink and with industry partners.

TransCanada Corporation - Calgary, AB, 2006 to 2010

- Trainer / Business Analyst

Develop and deliver training on critical applications and business processes among procurement, inventory, maintenance and work-management groups. Interact with clients to identify training needs and develop / recommend solutions; support clients as necessary. Manage administrative aspects of and coordinate training program among cross-functional team; participate in creation and maintenance of training materials as well as continuous improvement efforts within business systems training program. Resolve conflicts and overcome resistance to new initiatives; evaluate program against key performance indicators (KPIs). Design, develop and deploy business processes and project-manage technical integrations and transitions.

- Key Contributions:

* Demonstrated strong ability to interact effectively with full range of organizational levels, from new hires to executives.

* Developed and delivered demonstration project that resulted in adoption of virtual training program that saved tens of thousands of dollars.

* Designed and delivered to 3,000+ employees new operational training program, achieving 97% client satisfaction rating.

* Successfully managed integration training for 1500 employees retained following acquisitions and mergers - $9 billion in value.

Clear Environmental Solutions - Calgary, AB, 2003 to 2006

- Training / Technology Consultant

Consulted with clients to identify training gaps, assess needs, and develop appropriate training programs, focusing on technology, business training, and certification requirements. Crafted and assessed training policies, guidelines and procedures. Developed and coordinated customized training programs. Served as technical resource regarding equipment selection and procurement; interfaced with vendors as well as clients and prospects. Served as technology / training go-to person during period of explosive growth.

- Key Contributions:

* Crafted work-management process to track hours, tasks completed and other performance metrics.

* Successfully coordinated in-house training initiative to meet needs of largely mobile workforce.

* Created consistent on-boarding process to minimize disruption in business experiencing large churn with frequent hiring periods.

* Identified revenue opportunities with both existing and new clients.

* Demonstrated skill in managing multiple functions and requirements simultaneously to address rapid growth from 10 to 100 employees for company recently purchased by large publicly traded Canadian energy services firm.

UNIFIED SYSTEMS GROUP – Calgary, AB 2002 to 2003

Client Account Manager

Designed and delivered technology / telecommunications training to established and new clients; served as client liaison within organization. Evaluated clients' needs and created training programs to support goals; coordinated training delivery and follow-up. Interacted with vendors; participated in design of computer and telecommunication networks. Managed large client list along with extensive post-project follow-up program.

Key Contributions:

•Secured consistently exceptional reviews and feedback from hundreds of customers representing large, prestigious corporations in various industries.

•Proactively engaged customer base, achieving consistent 2%-5% increases in month-over-month revenue compared to previous year’s month.

Prior experience includes positions as Teacher & Assessment and Evaluation Consultant, Calgary Roman Catholic Separate School District, Calgary, AB / School District 18, Fredericton, NB / New Brunswick Department of Education / Alberta Education

EDUCATION

Professional Post-graduate Certificate, Information Technology, 2001 SAIT Polytechnic, Calgary, AB

Millennium Scholarship ~ First-class Honors with Distinction

Bachelor of Education, 1996 – University of New Brunswick, Fredericton, NB

Dorothy F. Skene Memorial Scholarship (awarded to top student) ~ First-class Honors with Distinction

Bachelor of Arts, English, 1993 – Dean's List – St. Francis Xavier University, Antigonish, NS

Professional Development: Business Process Reengineering, Managing Change, Business Writing and Presentations, Organizational Behavior and Development, Conflict Resolution, Project Management, Leadership, Team Building & Communication

Technology

Platforms: Windows 2000, Windows XP, Windows Vista, Mac OS, Linux, Mobile computing

Software: Avantis, SAP, Word, Excel, PowerPoint, Outlook, Project, Webex, Cisco TelePresence, EDMS FileNet, Adobe Captivate, SnagIt, Smart Technology Tools, Mobile Computing, Mitel, Nortel, NEC, Goldmine

Professional / Community Associations: Alberta Teachers Association, Canadian Information Processing Society (CIPS), Inn from the Cold Society, Calgary Humane Society, Southern Alberta Rottweiler Rescue

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