Training Software

MICHAEL A. MILLER

**** ********** **, *******, ** 27603 Tel: 919-***-**** Fax: 866-***-**** **********@**.**.***

INNOVATIVE TRAINING LEADERSHIP

Analytical and solution-focused training leadership professional with a hands-on background, strong business

acumen, and extensive experience developing, managing, facilitating, and delivering technical and non-technical

training and support programs in diverse industries. Track record of deploying technologies and training programs

that reduce training costs, enhance internal communications, and improve staff performance.

Core competencies/transferable skills include:

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Business analysis/consulting Retail operations management

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Effective management of concurrent projects Staff management & development

• •

Employee skills/needs assessment Strategic training planning

• •

Excellent oral & written communication skills Technical support leadership

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Instructor-led and web-based training programs Technical systems/end-user documentation

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Leadership & succession planning Training program budget management

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New employee orientation programs Training program design/development/delivery

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Position-based training plans Vendor contract negotiation & management

PROFESSIONAL EXPERIENCE

MANAGER OF TRAINING (Corporate)

Highwoods Properties, Inc. – Raleigh, NC

05/1998 – 12/2008

Managed all proprietary and third-party software training programs for this $4.1 billion Real Estate Investment Trust

(REIT) with up to 550 employees, focusing on third party (Microsoft) software and proprietary financial, real estate

leasing/modeling, CRM and accounts payable systems. Training support for over half a dozen new or significantly

enhanced software systems.

• Reduced training delivery costs 80% by conceiving, designing, and developing Web-based training.

• Directed and coordinated development of the corporate IT Sarbanes-Oxley compliant operations policies and

procedures, resulting in increased data protection and physical security.

• Authored, coordinated, and delivered Leadership Development and Training Program, a key Corporate

• Succession Plan component.

• Identified, evaluated, and negotiated cost-effective contracts with national and regional training vendors.

• Designed, developed, implemented, and maintained a comprehensive Intranet site which increased efficiency

in communications and information exchange across all departments and divisions.

SR. TRAINING & DOCUMENTATION COORDINATOR

HEALTHPOINT, GP / HEALTHMATICS, GP – Cary, NC

09/1996 – 04/1998

Developed and implemented training programs and training / end user documentation for a Medical Services

(Hardware and Software products) company with as many as 50 employees. Planned and delivered training

programs on proprietary clinical records management software targeting value added resellers (VARs), product end

users, and internal support personnel. Authored and produced system documentation for technical and non-

technical audiences. Designed, developed, implemented, and maintained corporate Intranet site, resulting in real-

time communication and improved efficiency and information exchange across the company. (Note: HealthPoint,

through mergers/acquisitions, was absorbed by A4 Health Systems, which was purchased by Allscripts (MDRX))

MICHAEL A. MILLER 919-***-****

TRAINING & DOCUMENTATION COORDINATOR

GENENTECH, INC. – South San Francisco, CA

10/1993 – 08/1996

Created and delivered proprietary and third-party software training programs for external and internal users in the

300-member Medical Affairs division (clinical trials) of this international biopharmaceutical research and

manufacturing company. Created technical documents, including user manuals, tip sheets, and design

documentation.

MANAGER OF TECHNICAL SERVICES

AMICUS INFORMATION SYSTEMS, INC. – Emeryville, CA

06/1992 – 03/1993

Created and directed the activities of a customer support department, including training and end-user support

functions for a 35-person legal publication firm in support of the design and implementation of a new online civil

case disposition database system. Supervised two training and support specialists and six contract software

development specialists. Developed and executed testing plan for proprietary database and interface software

systems to successful completion and implementation/training of beta test site staff.

SENIOR SYSTEMS CONSULTANT

REFERRAL SYSTEMS GROUP, INC. – Citrus Heights, CA

06/1989 – 06/1991

Developed technical documentation in support of software development and end-user training for national ASK-A-

NURSE program providing on-line 24/7 nurse triage and clinician references services. Provided nationwide ad-hoc

report programming support; hardware, software, and training support.

MICROCOMPUTER SUPPORT SUPERVISOR

CALFARM INSURANCE COMPANY – Sacramento, CA

09/1985 – 06/1989

Designed, developed and delivered all hardware and software training programs (proprietary and third party

software) for statewide multi-line insurance and financial services company with 183 offices. Developed technical

documentation including software development lifecycle documents and end-user training/support materials, for

proprietary multi-line insurance modeling and proposal systems.

EARLY EXPERIENCE: Developed strengths in management, supervision, leadership, and project planning as a

Telecommunications Center Supervisor and Staff Support Administrative Supervisor in the US Air Force. Held Top

Secret security clearance and was assigned to Air Force Special Security Office (AFSSO). Honorably discharged.

INDUSTRIES SUPPORTED: US Armed Forces; Property, Casualty, Life Insurance; Legal Information Services;

Biotechnology; Medical Devices and Software; Commercial Real Estate Development/Leasing/Management; and

Retail Startup and Operations.

EDUCATION, TRAINING AND ASSOCIATIONS

BS in Business Administration, Management Information Systems

CALIFORNIA STATE UNIVERSITY – Sacramento, CA, May 1985

Certified Internet Webmaster (CIW) – Associate Webmaster

Certified Internet Webmaster (CIW) – Professional Site Designer

Member – American Society of Training & Development (ASTD), Raleigh Chapter

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