Project Manager Training
Resume:
JEFF HOLMES
Raleigh, NC ****2
HOME: 919-***-**** ******.***@*****.***
SUMMARY
High-energy Senior Trainer and Instructional Designer who takes complex applications and concepts then turns them
into tools and ideas that are easier for users to interact with, understand, learn and use. Proficient at creating both
training courses and aides helping non-technical users learn how to both use software applications and integrate those
acquired skills in their business. Driven to successfully satisfy the learning and communication objectives of all
parties; business owners, developers and end-users of software applications. Experienced at facilitating interactions
between software developers and users through engaging dialog, demonstration, design and testing in the creation of
usable technology. Motivational technology speaker with a commitment to integrity in the promotion and
understanding of technology initiatives.
Demonstrated proficiency in the following areas:
• • •
Microsoft Office Suite E-Learning ADDIE Model
• • •
Dreamweaver Adobe Captivate HTML/CSS/Flash
• • •
Techsmith Camtasia Adobe Photoshop SDLC
• • •
Microsoft Live Meeting Adobe Fireworks Online Video/Voiceover Production
WORK HISTORY
CGI GROUP, INC, Raleigh, NC 2009 - Present
Senior Consultant
As a Senior Consultant, support an internal project assignment to successfully integrate a new tax management
system at the North Carolina Department of Revenue creating and delivering Computer Based Training (CBT), Live
Training and Coaching/Mentoring curriculum.
• Create both high-level and detail-level training design documentation then create user guides, instructor led
content and e-learning using Adobe Captivate in support of integrated tax management system.
• Facilitate workshops in software applications, instructional design, business transformation and leadership
development.
• Perform needs analysis with business stakeholders to identify training needs, define business process issues,
analyze operational efficiencies, develop creative learning objectives and effectively measure results of
knowledge transfer.
• Mentor, train and coach junior instructional designers in the ADDIE model of instructional design, adult learning
theory and technical training production processes.
ING ADVISORS NETWORK, El Segundo, CA 2000 – 2009
Project Manager Training/Usability
Managed the technology training, writing, and usability initiatives with $50K budget for approximately
8,000 full-time employees and independent financial advisers.
• Trained 350 end-users on common business software applications such as; Microsoft Office, Visio, Project and
Windows, Internet applications, anti-virus, Adobe Creative Suite products and others.
• Developed course materials and conducted both classroom, one-on-one and web-based training using Microsoft
Live Meeting and WebEx for 8,000+ home office staff members and financial advisers that resulted in 93%
adoption rates for web applications and portals.
• Reviewed and recommended third party teaching aids, created evaluation tools and follow-up sessions to
support the learning objectives of both home office staff and outside contractors.
• Managed e-learning initiatives and vendor relationships for online learning systems including creation of
standard operating procedures, train-the-trainer content and ongoing support for virtual training as a Microsoft
Live Meeting Administrator.
• Developed storyboards, wrote scripts, performed voiceover and produced videos using Audacity, Adobe
Captivate and Techsmith Camtasia for more than 100 different recruiting, marketing and technology streaming
web casts and CD-ROMs as well as performances at live events.
• Selected to facilitate national and regional presentations, seminars and workshops on leveraging technology in
the workplace and trends in the financial services industry.
• Created the functional requirements and managed third party integrators for the web-based client account
reporting, document management and contact management systems developed by ING.
• Translated highly technical and regulatory information into easily understandable concepts for end users through
the creation of white papers, manuals, worksheets, newsletters articles and online help.
• Wrote and edited marketing copy promoting the ING Advisors Network Broker-Dealers targeted at independent
financial planners.
• Managed all application usability projects. In 2007-2008 this led to a 20% improvement in customer satisfaction
scores during a challenging representative retention period.
• Spear-headed usability as a best practice in the organization then integrated it as a core competency in the
software development life cycle.
• Facilitated usability testing with financial advisers and planners, reported on results of testing and created
business requirements for user interface improvements and information architecture.
• Created personas, wireframes, paper and interactive prototypes for testing of proposed design changes and
usability enhancements.
• Served as Business Sponsor for more than 50 enhancements to ING web applications; reviewing functional
requirements, providing guidance and direction to developers and making final approvals of features.
Independent Training Consultant, Los Angeles, CA 1998 – 2000
Trained and supported individuals and groups on Microsoft Office application software, operating
systems, Internet and other software as needed.
• Performed training needs and cost assessment analysis for both government and business entities enabling
organizations to select the most appropriate training solution for their needs.
• Provided training support for proprietary software applications resulting in a deeper understanding and
skillful use of technology by training participants.
• Developed training handouts, leader's guides and job aids that were used by 20+ trainers in their workshops,
seminars and classes.
PUBLIC STORAGE, INC., Glendale, CA 1996 – 1998
Senior Trainer
Managed six member staff on the implementation of nationwide training for new division of Public
Storage, Inc.
• Supported and supervised new trainees through mentoring, observation, and feedback.
• Developed a 10-day call center agent training covering all aspects of corporate policy, procedures and culture
resulting in the successful training of approximately 700 call center sales agents to improve service delivery.
• Trained 200 warehouse employees on inventory control, customer database, legal/regulatory requirements
and delinquent tenant tracking software to successfully operate the Pickup & Delivery business unit.
• Created materials for and facilitated workshops in sales, customer service, inventory control, delinquent
tenant tracking software, performance appraisal, new-hire orientation and management development.
EDUCATION AND CERTIFICATIONS
BS, Business Management, University of Phoenix, Costa Mesa, CA, 2005
CompTIA A+ Certification
VOLUNTEER ACTIVITIES
Triangle Radio Reading Service, 2009 - 2011
Triangle Usability Professionals Association, 2008 – Present
Breast Cancer 3-Day Fundraiser and Walker, 2004
Board Member, National Academy of Finance, Juan Cabrillo High School, Long Beach, CA, 2003 – 2004
Webmaster, H.E.L.P. Senior Legal Services (http://www.help4srs.org), 2001 – 2002
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