Career Highlights

Instructional Design

eLearning Multimedia Development ( Graphic Design

Web-Based Training Development ( IT Project Management ( Leadership and

Supervision

Performance Management ( Team Management ( Business Management

Subject Matter Expert ( Business Development ( Account Management

Information Systems ( Network Engineer ( Operations Engineer

Results-driven, visionary minded, IT and Learning and Development

professional, United States Air Force Veteran, with 19 years of progressive

experience in technical, development, and business-related positions within

the commercial and government sectors. Learning and development background

of 6 years includes working in various functions, such as Enterprise

Program management, Instructional Design, web-based training development,

Graphic Design, Content Development, podcast creation, virtual classrooms,

Instructor-led facilitation, and eLearning Business Development. Prior IT

related job functions include IT Project Management, Network Engineer,

Operations Engineer, software testing, Business Analyst, Marketing and

Commerce efforts, Account Management, DBA, Team Lead, Network Operations

Global Support, Call Center Support, Computer Technician, Systems Analyst,

Systems Administrator, and Management. Swift multi-tasker with exemplary

work ethics and outstanding oral and written communication skills.

Established ability to deliver substantial revenue, productivity, and

quality improvements through well-managed, on time projects. Strongest

attributes include the ability to adapt to new roles/ environments/ and

technologies, strong work ethics, and tenacity to excel in any given role,

which is proven through solid IT career progression. Specialties include:

Instructional Design, eLearning Development,Content Development, Web-Based

Training, Adobe Captivate 5.5, Lectora, Adobe Fireworks, Adobe Photoshop,

Adobe Creative Suite, hardware, software, customer relations, virtual

classroom, blended learning, rapid development, Instructional Systems

Design, Quick Reference Guide, Job Aids, SCORM, 508 Compliance,

Storyboarding, Subject Matter Expert, Information Technology, Engineering,

Adult Learning, Graphic Design, Audio Editing, ADDIE model

Technical Skills Overview

Design and Development: Adobe Flash CS5, Adobe Fireworks CS5, Adobe Photoshop

CS5, Adobe Captivate 2.0-5.5, Macromedia Dreamweaver MX,

Lectora Enterprise Edition, PowerPoint 2007, Adobe In

Design, SnagIt 7.0

Databases: Provance ver. 3.4, LANDesk, Remedy Ticketing System,

Password Courier, Lotus Notes, JDEdwards Oneworld,

Symantec Antivirus 8.1 and 9.0, SQL Enterprise Manager,

Sage ACT! CRM

Administration: Provance Admin, Exchange Server Admin, Eudora WorldMail

Admin, Symantec Antivirus Server Admin, Veritas Backup

Exec Admin, Novell Admin, MS Active Directory

Integration: Provance and Remedy

Data/ Project Microsoft Office 1997-2003, 2007, Microsoft Project, PDF

Management Writer, SharePoint 2007, Tortoise SVN 1.6

Email: Exchange, Eudora WorldMail, Lotus Notes, Netscape Mail

Emulation: Unisys 1100, Citrix ICA Client and Metaframe Management

Operating Systems: Microsoft 7.0, Microsoft Vista, Windows XP, 2000/NT

(Workstation and Server), ME/98/95

Imaging: Norton Ghost

Remote Access: LANDesk Management Suite, VNC, PCAnywhere

Backup/Restore: Veritas/Symantec Backup Exec

Utility/Voice, Web ThinkVantage Technologies, Interwise, WebEx Meeting

Conferencing Center, WebEx Connect

Career History

Del Oro at Cisco Systems ( RTP, NC (remote employee)

Instructional Designer May 2012-Present

Plans, updates, and manages Cisco Sales Associates Program (CSAP);

virtually hosted classes to develop students in the skills of business,

sales, and technical knowledge through instructor-led and self-paced

training, case studies, and sales simulations delivered in state-of-the art

classrooms leveraging Cisco TelePresence and WebEx. Schedules and hosts

project kick-off and walkthrough sessions with lead Technical Development

Managers, facilitators, and partner representatives to ensure all materials

are reviewed and up to date with the latest information before the start

date of the classes. Coordinates upload of final version of documentation

and PowerPoint slide decks with third party vendor to host on the LMS.

Designs and develops Captivate demos to instruct on functionality of LMS.

Matrix Resources AT Blue Cross Blue Shield NC (Durham, NC

Instructional Designer Mar 2012- May 2012

Design and develop soft skills healthcare insurance related eLearning for

internal customers using the ADDIE model. Full business engagement with end

customer, project scoping, writing design and development plans,

storyboarding, scripting, graphic design, multimedia development (primarily

using Captivate 5.5, Adobe Fireworks CS5, SnagIt 7.0, Power Point 7.0),

recording, editing, and importing mp3 audio files for the courses (using

Audacity ver 1.3). Primary point of contact with customer and SMEs for any

updates to the existing finalized course. Create Facilitator Guides for

existing Instructor Led Classes to ensure continuity. Perform peer reviews

on colleagues' web-based training courses. Script podcasts to be included

as an integral part of facilitator held workshops.

ResolvIt at Cisco Systems ( RTP, NC (remote employee)

Instructional Designer Jul 2010-Nov 2011

Planned, designed, and developed predominately IT related eLearning and

Instructor Led courses for internal and external Cisco customers using the

ADDIE model. Full business engagement with end customer (to include at

times multinational Subject Matter Experts), project scoping, working

sessions, writing design and development plans, storyboarding, scripting,

graphic design, multimedia development (primarily using Captivate 5.0,

Adobe Fireworks CS5, SnagIt 7.0, Power Point 7.0), recording, editing, and

importing mp3 audio files for the courses (using Audacity ver 1.3). Rapid

development team member of a Commerce based group; developing, editing, and

performing peer reviews for eLearning courses on Cisco Commerce Workspace

for internal Sales and Financial departments. Post documentation (following

publishing of swf files) for submission to external web team to host the

final course within the Learning Management System (LMS). Primary point of

contact with customer and SMEs for any updates to the existing finalized

course. Created visually appealing, graphic enhanced, high profile quick

reference guides for global use throughout all of Cisco internal employees.

Anfield, Inc. ( Raleigh, NC

Business Development of eLearning Sep 2008-Feb 2010

Orchestrated Business Development for a web-based training development

company, strategically coordinating prospecting activities to capture new

clients within commercial and government business and expand customer base;

extended company's first and only CRM to create business contacts for

upcoming business transactions. Instituted marketing and research functions

to locate key stakeholders, both in commercial and government fields for

the company's training development services. Served as subject matter

expert (SME) primarily responsible for all web-based training-related

issues; delivered high-end corporate presentations to prospected clients as

well as carried out conference calls with key stakeholders in order to

communicate company's capabilities, services, and product lines.

< Built and cultivated strong business network through attending

government functions and trade shows.

< Created custom branding graphics and layout for marketing material, and

designed corporate sales demonstrations.

< Sharpened knowledge on government solicitations and meticulously

composed pertinent proposals to ensure successful negotiation of

contract bids with the government.

NetApp ( Research Triangle Park, NC

eLearning Multimedia Developer/ Content Developer/ Jul 2007-Sep 2008

Instructional Designer

Performed Sole Multimedia Developer function for a Fortune 500 company,

providing expertise in storage area network online training solutions.

Worked with faculty and technical support staff to conceptualize

appropriate solutions based on project goals and requirements. Planned

technical projects and products for multimedia platforms; implemented

principles of graphic design to create appropriate and visually appealing

interfaces; performed quality assurance on all products; and stayed abreast

with software and hardware advances and trends in multimedia development.

Held responsible for interpreting requirements, designing layouts,

researching information, managing product development, and leading

storyboard creation; communicated with the management in response to any

inquires regarding the project. Supported an internal team of 12

instructional designers by creating custom-made vector and JPEG graphics as

well as Captivate simulations in production of e-learning content

development. Primarily worked multiple projects simultaneously (5 or more

at a time) and met or exceeded deadlines on all.

< Skillfully established technical content for e-learning courseware

specializing in storage area network.

< Utilized the Lectora Enterprise Edition in constructing and configuring

e-learning courseware, which was published in the company's LMS to

support full life cycle.

Lenovo Training Solutions ( Morrisville, NC

technical courseware Developer /Technical Writer/ Aug 2006-May 2007

Instructional Designer

Created (Web 2.0) podcasts on new hardware technology releases posted via

Internet; researched new technologies for data on pre-announced and

announced hardware. Acted as quality control for all recent technical fact

sheets to guarantee minimum company costs for product modifications with

clients. Managed updates of technical data sheets distributed to the

customer upon delivery of products.

< Developed technical courseware (simulations and demonstrations using

Captivate) on ThinkVantage Technologies for DVD releases and eLearning.

< Facilitated classroom and virtual classes for global-reaching business

associates and Lenovo staff.

PeopleClick ( Raleigh, NC

Operations Engineer May 2006-Aug 2006

Ran nightly scripts to make updates to the SQL Enterprise Server.

Troubleshooted and resolved open tickets left over from dayshift operations

in regards to failed updates to the company's SaaS (Software as a Service)

Recruitment Management and Vendor Management software.

< Performed cryptography functions for encryption of end-user's

requests.

< Performed nightly differential and weekly full backups to assist

Systems Engineering department.

ACS Enterprise Solutions, Inc. ( Raleigh, NC

IT Project Manager/ Network Engineer Jun 2003-May 2006

Managed multiple IT projects on the NC Dept of Health and Human Services

Seat Management contract. Acted as Database Administrator for Provance;

accountable for asset management, application accountability, user account

supervision, and user-based security. Conducted offsite client visits to

carry out technical site surveys, and setup demonstration equipment prior

to scheduled deployments of PCs and network printers. Formulated project

plans and various weekly testimonies for submission to clients. Counseled

key stakeholders and technical staff on Remedy ticket system by producing

weekly status reports. Managed LANDesk remote utility database; deployed

application upgrades; and remotely administered and troubleshot end-users'

computers. Built queries in LANDesk to export and evaluate data in order to

generate reports for the client. Compiled and tested LANDesk deployment

software upgrade packages prior to rollout into the production environment

consisting of 6,000 end-users' machines. Performed compatibility testing of

commercial off-the-shelf software to ensure alignment with custom

application packages prior to mass deployments. Coordinated antivirus

security updates of 6000 end-users; installed the most recent version of

Symantec Antivirus into PCs of 6,000 clients and 10 servers. Oversaw pre

and post-deployment of Operating System upgrades to 135 workstations at

Everetts, North Carolina Child Support Call Center to ensure minimum

downtime. Monitored and resolved technical issues reported in the Remedy

Ticketing System as part of the Level 3 Engineer Research Team.

< Aided Level 2 technicians with Call-Center support by remotely managing

end-users' machines to troubleshoot and resolve open helpdesk Remedy

tickets.

< Established user accounts/assigned rights and est. network printers in

MS Active Directory.

< Established a Disaster Recovery plan for an interior team to ensure

minimum connectivity downtime of 6,000 clients statewide during

occurrence of downtime due to man-made or natural disaster

< Appointed as Account Manager for all technical matters for Everetts,

North Carolina Child Support Call Center.

< Proactively performed liaison duties between Provance, Alphanumeric

Systems, and ACS staff as well as Department of Health and Human

Services personnel.

< Spearheaded the implementation of the database architecture required to

support an asset management tracking system managing 6,000 machines.

< Assigned as the lead subject matter expert liable for examining best

practices for Provance, including executing location visits to NASA

project, which is situated in Seabrook, Maryland.

Voith Fabrics ( Raleigh, NC

Network Operation Center Global Support Specialist Jun 2002-Jun 2003

Served as the main point of contact on any technical issues associated with

PC hardware, software, or connectivity (VPN, LAN or Dialup) encountered by

plant workforce or sales team members in the field for a German

manufacturing company. Managed duplication, installation, arrangement, and

utilization of a ticket database by setting up new Lotus Notes IDs. Created

certificate authority and handled software; furnished technical support for

Intel NetStructure. Configured and launched nightly tape backups using

Veritas Software; assembled new accounts and monitored mail queues in

Microsoft Exchange Admin. Provided Call Center technical support by

remotely administering end-users with utilization of VNC and PCAnywhere to

resolve Lotus Notes open helpdesk tickets. Prepared laptops (Toshiba Techra

and IBM ThinkPad) to be shipped to customers by installing OS and suitable

company software, and applying required configuration settings.

< Effectively administered 13 terminal servers of Citrix ICA Client and

Metaframe.

< Delegated daily tasks and responsibilities to appropriate staff,

including checking of batch file transactions, deployment of packages to

terminal servers, and monitoring of scheduler in JD Edwards One World.

< Examined global connectivity of 25 plants linked through What's Up Gold

to the headquarters data center in Raleigh, North Carolina.

United States Air Force ( Stateside: ID, SC, AK, NC Overseas: Korea, Turkey

Systems Analyst / System Administrator / Technical Trainer / Dec 1991-Dec

Security Validator / Microcomputer Technician 2001

Oversaw an IT department consisting of 10 subordinates and assumed

responsibility for coordinating, scheduling, and facilitating Office '97

classes to an organization of 250 people. Facilitated weekly microcomputer

and mainframe teaching sessions for interior staff. Implemented, monitored,

and conducted classes on system and workstation security policies. Revised

training records of office human resources for quarterly edits. Documented

configurations and operating principles and practices. Served as liaison

for Base Supply with the Communications Squadron for all connectivity

matters, as well as troubleshot lost LAN and WAN connections. Set up and

monitored day-by-day backups using Backup Exec; processed supply reports

and in-line transactions; and developed recovery reports requested by users

on a Unisys mainframe. Acted as the association's security monitor, and

performed quarterly security validations on user's passwords.

< Installed, configured, maintained, and advanced computer workstations,

servers, peripherals, and network hardware and software within a seven-

year span.

< Created Ghost Images for group deployment of new PCs to guarantee

compliance with USAF requirements.

< Accountable for over $600 thousand microcomputer affirms for base

workforce as well as deployed units.

< Designed and managed master records of computer software for an

organization of 250 people.

< Maintained files and user accounts on Windows NT 4.0 servers connected

to the base LAN for three years.

< Held a Secret Security Clearance for 10 years while enlisted in the

USAF.

Professional Affiliations

PMI Member

American Society for Training and Development (ASTD)

Education

PMP Boot Camp Global Knowledge Training Center ( Cary, NC (earned 36 PDUs

towards PMP certification)

BS in Information Technology Capella University ( Minneapolis, MN

Associate's Degree in Information Systems Community College of the Air

Force ( San Antonio, TX

Microsoft Certified Systems Engineer (MCSE 2000 Boot Camp) Global Network

Training ( Fayetteville, NC

Airman Leadership/Supervisor Preparatory School United States Air Force (

Charleston, SC

Mainframe Systems Analyst United States Air Force Technical Training

School ( San Antonio, TX

Endorsements

"Tenacious and tough, with the will and ability to achieve success under

the most adverse circumstances!"

Don Millner, Sr. Instructional Designer at Anfield Inc.

"Excellent employee always striving for the very best outcome!"

John Riley, Sr. Program Manager at ACS Enterprise Solutions, Inc.

"Top traits include high level organizational skills, leadership and strong

work ethics stemming from military background, and the ability to adapt to

any given environment."

Will Adkins, Project Manager at SAS

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