Customer Service Training

KIMBERLEY W. BRADLEY

*** ***** ***** ****, *****, MD 20721 301-***-**** abhs3t@r.postjobfree.com

Computer/Softskills Training Courses Taught

Word Processing Microsoft Office 2007, 2003, XP, 2000, MS Word 95/97,

Software: WordPerfect 4.2, 5.0, 5.1, 6.1,7.0, WordPerfect Suite 8 & 10,

AmiPro, Sun Office

Email Software: Lotus Notes 5.0, 6.5, Outlook 2007,2003, XP, 2000, 97,95,

GroupWise, ccMail, InterAction

Scheduling Schedule Plus, On-Time, Calendar Plus, Calendar Creator

Software:

ERP/Databases Oracle R12 eBusiness Suite Financials and HCM, SAP HCM, SCM CRM

Applications: Financials, Oracle PeopleSoft 9.1,9.0, 8.9, 8.8,8.43

Financials, Prism, Momentum, Supply Chain Management, Customer

Relations Management, HCM, HRIS Base Benefits Recruiting,

Procurement, General Ledger, Accounts Receivable,Accounts

Payable, Materials Management, PeopleSoft Banner, Order

Entry, Order Fulfillment, Budgeting, Projects, Billing,

Purchasing, Asset Management, Student Administration, Grants,

Cash Management, Inventory, Oracle Financials Suite 11i,10x,

FoxPro, Crystal Reports, FMS, Access, Lotus Notes, autoVATS5.0,

Dbase, Paradox, Personet, Iris, IRIMIS, Oracle User

Productivity Kit, PeopleSoft User Productivity Kit, Global

Knowledge OnDemand, HEAT, Kronos

Department of SMART, WebGram, Cable Express, DS Security Briefings, TATC,

State: TOMIS, OFMIS, SIPRNet, InteLink, OSIS, Coliseum, JWICS, Blue

Bird, CWN, Portal X, NIPERNET, EJ-maps, IDAMS, DTW-Citrix

Lexis, Westlaw, Cite Rite, Compare Rite, CaseMaster III,

Legal: Nutshell, LawCruit, Case Manager 2000, Carpe Diem, Time Notes,

VAX, Elite, Docs Open PC DOCs, CheckCite, FullAuthority,

Westmate, Ingres, ProForma, Jurisoft CheckCite, SmartPatent,

Pike & Fisher FCC Forms 1997, Matthew Bender Authority, Legal

Solutions Plus, Hot Docs. ChemDraw 4.0, CCH Performs Plus II,

CaseStream, Deal Proof, Live Note, Concordance, Case Manager

2000

Desktop PowerPoint, Harvard Graphics, CorelDraw, MS Publisher, Visio

Publishing:

WEB MS FrontPage, PageMaker, Hot Dog, RoboHELP, Lotus Learning

Development: Space, Open Space, DreamWeaver, Macromedia Flash, Borodino,

OnDEMAND, Captivate, Snag IT

Project Lotus Agenda, Microsoft Project, PeopleSoft Projects

Management:

Platforms: Windows XP 2000, NT 4.0, Novell, Banyan, Windows 95/98, DOS, &

Windows 3.11, Citrix, Active Directory

Spreadsheets: Excel, Quattro Pro, Lotus 1-2-3, QuickBooks Pro

WEB MS NetMeeting, Lotus Sametime, America Online, VPN, Citrix

Communication: Server, WebEx, SharePoint

Workshops Workplace Violence, DISC- 360 Behavioral Analysis,

Conducted: Communicating Effectively with Your Co-Workers,,Effective

(Sampling) Presentations, Workload for Management, Business Etiquette and

Office Politics, Telephone Techniques, Office Management,

Management Leadership, FTE Management, Interviewing and Resume

Writing, Change Management Focus Groups, Time Management, Seven

Habits of Highly Effective People, Stress Management, Train the

Trainer, Public Speaking, Executive Presentations, Team

Building, Leadership, Diversity, Change Management, Customer

Service, Professional Listening Skills, Coaching Skills for

Managers and Supervisors, Directing for Success, "Negotiation:

The Art and Science of Getting What You Want" Mastering the

Challenge of Change, Dealing with Difficult People Training

Tough Topics Series: Sexual Harassment, Spirituality, HIV/AIDS

in the Workplace, Disabilities, & Multiculturalism, front Desk

Essentials, Listening and Memory Enhancement

Memberships American Society for Training & Development

Certifications: Anti-Defamation League "A World of Difference" Trainer

Certified EEOC Diversity Trainer

Certified Instructor/ Facilitator Langevin Certified

Certified Technical Trainer + CompTia

Facilitation Certification for Trainers (The Training Clinic)

International Association of Facilitators

Langevin Certified Performance Consultant, Langevin Certified

e-Learning Specialist

Langevin Certified Instructional Designer/Developer, Langevin

Master Trainer

Master Microsoft Office User Specialist

Microsoft Master Instructor

Microsoft Office Specialist Expert 2000/2003, 2007

Certified Oracle/PeopleSoft UPK Developer Release 2.7, 3.5

Support Center of Washington (Management Training Workshops)

Windows 2000 (Learning Tree)

Softskills Leadership Skills for Federal Employee's, Dealing with

Training for US Difficult People, Diversity, Team Building, Coaching Skills,

Federal Presentation Skills, Executive Briefing Skills, Ability to

Government Research, Analyze, and Solve Problems, Administrative

Agencies Management Seminar, Customer Service Skills for Federal

Employees, Managing Your Priorities and Workload and Office

Management, Upward Mobility for Federal Employees, Ability to

Communicate Orally, Introduction to Project Management,

Administrative Support Staff Conference

Security DOD/DISCO Top Secret Security Clearance U.S. Department of

Clearance State (Active) since 5/2009

Professional Experience

Trainer/UPK Developer

KIMTRAIN, LLC through PowerSolv to Montgomery County Government 10/2010 to

Present

Tasked with providing Oracle R12 HCM, Financials training and UPK

development for all county employees in the following courses: Manager

Self Service, Employee Self Service, Labor Distribution, Payroll, Core

Human Resources, iRecruitment, Oracle Advanced Benefits, Performance

Management, iProcurement, Asset Management, and Purchasing. Provided

training for over 1600 county employee's. Developed computer-based

training for all 10,000 county employee's to access Employee Self Service.

Training/Change Management Consultant

KIMTRAIN, LLC to Team IBM subcontractor through The Squires Group 6/2010 to

10/2010

Responsible for the development of courseware and course delivery for all

Metropolitan Washington Airport Authority (MWAA) staff implementing Oracle

R12 eBusiness Suite. Using the ADDIE methodologies' develop courseware and

change management. Addressing areas of business process gap/fit and impact

analysis, change readiness and risk assessment/management.

Training Lead//Consultant

KIMTRAIN, LLC to AU & Associates at Howard University 4/2008 - 6/2010

Responsible for development of UPK's and training for both the Financial,

Student Banner, Benefits Administration, and HCM modules for University

wide implementation. Lead training effort by presenting training courses to

university personnel as well as creating a change management effort to

improve user acceptance and adoption by developing a relational top down

approach. Currently lead developer of Computer Based Training using

Oracle's User Productivity Kit.

Conference Facilitator/Trainer

Human Resource Institute 10/2006- Present

Present softskills training courses and conferences to federal government

employees from all agencies and departments. Teaching a myriad of sessions

ranging from one to five days in length. Deliver keynote address at yearly

motivational conferences for administrative staff. Responsible for speaking

at career development women, and professional development, leadership and

management conferences. Serve as speaker for warriors transitioning from

Military to civilian life.

Help Desk -Training Lead//Consultant

KIMTRAIN, LLC to Worldwide Information Network Systems Department of

Justice 10/2006 - 4/2008

Led training effort of the Office of Justice Programs IT support contract

for the Office of the Chief Information Officer. Also served a Acting

helpdesk manager and responsible for managing both the GMS and OJP

helpdesk Tier one staff, OJP Tier two helpdesk staff, as well as the phone

helpdesk staff and administrative assistant. Draft team training guides,

process flows, operational and desk reference guides. Conducted in team

training sessions such as customer service, phone etiquette,

troubleshooting helpdesk calls tier 1 support, remote access training and

VIP support. Develop as need ongoing management reports for program

manager. Responsible for leading effort to close over 700 outstanding

helpdesk tickets to end a user support backlog. Implemented a separate

queue for all helpdesk requests according to ITIL standards. Responsible

for developing ad-hoc training materials for contact and federal government

staff.

Training Lead//Consultant

KIMTRAIN, LLC to Access Systems Department of State 1/2006 - 10/2006

Lead training and change management activities for the Human Resources

Bureau to upgrade from PeopleSoft 7.0 to PeopleSoft 8.8. Responsible for

assisting in developing change management materials and marketing

presentation in order to receive high user acceptance of new system.

Authored and conducted familiarization sessions demonstrating the new

upgraded system to all users. Conducted all training class for modules

Organizational Development, Workforce Development, Benefits,, and Workforce

Development, Workforce Administration, Employee Self Service, Manager Self

Service, ePerformance and Recruiting. Taught a total of 500 users based on

their roles and permissions. Assisted Functional and technical teams with

unit and integration testing. Developed User Acceptance Plan testing plan

and directed testing activities by providing user training to mitigate user

errors. Developed training curriculum plans, and training delivery plan.

Using the User Productivity kit recorded all actions to produce business

process, testing, and training and job aid documents.

Trainer/Consultant

KIMTRAIN, LLC, CONSULTANCY SERVICES FOR GTSI CORPORATION 12/2004 - 1/2006

Serve as a trainer in the implementation of PeopleSoft EPM, CRM, HRMS, and

SCM applications for GO-LIVE and ongoing and hew hire training. Developed

work instructions, quick references and class exercises for "Just In Time"

training. The audience consisted of sales, inventory, purchasing,

warehousing, billing, accounts payable and receivable, and human resources.

Conduct 12 classes teaching both the business process and software.

Handled all change management activities and incorporated competencies into

training.

Facilitator, Instructor/Contractor

KIMTRAIN, LLC TRAINING SERVCES HEALTH AND HUMAN SERVICES, HHS UNIVERISTY

3/2005 - Present

Provide training services to various agencies in the department. Teaching a

customized customer service course to SAMHSA representatives. Designed a

taught a Executive Presentations course for the Emerging Leaders Program

that prepares graduate students for leadership roles within the department.

Trainer/Management Consultant

KIMTRAIN, LLC CONSULTANCY SERVICES FOR THE FEDERAL DEPOSIT INSURANCE

CORPORATION

11/2004 - 12/2004

Served as a courseware developer for the PeopleSoft Financials 8.8 modules

General Ledger and Projects. Developed user guides and job aids for FDIC

Division of Finance employees. Edited and finalized Web-Based Learning

Assistant using OnDEMAND authoring tool to capture live software

demonstrations. Served as a functional analyst duties included planning for

and manage assigned projects on a day-to-day basis including training,

change management and business process re-engineering; lead Competency

Center in module(s) of expertise and responsible for establishing Quality

Assurance standards and an oversight medium to ensure all configuration and

related documentation is performed administrative functions and all other

functions as directed by Project Management.

Trainer/Management Consultant

KIMTRAIN, LLC CONSULTANCY SERVICES FOR THE DISTRICT OF COLUMBIA 8/2004 to

11/2004

Assigned to specific DC government agencies to ensure that go-live

readiness is achieved across all delivery areas. Work with the assigned

agencies to ensure that they are fully engaged in project activities and

successfully manage a readiness scorecard that addresses the delivery areas

of people, processes, data, technology, applications and cutover readiness.

Perform PeopleSoft HCM V8.8 Service Pack 1 conducted presentations

highlighting both DC Government business processes and the core software

functionality. Help prepare for transition workshops to ensure that the

new business model is sufficiently and accurately communicated to the DC

Government staff. Prepare for and develop content for monthly end user

briefings. Conduct formal classroom training sessions as assigned prior to

go-live.

Trainer/Management Consultant

KIMTRAIN, LLC CONSULTANCY SERVICES FOR THE TRAINING ASSOCIATES, &

TECHPEOPLEUSA 2/2000 to 8/2004

Developed and delivered PeopleSoft Financial 8.8 module training for the

Bowne Corporation in all US regional locations (13 implementations).

Worked with the corporate PeopleSoft team lead to develop courseware to

incorporate Bowne Financial business rules and implementation of their

business process into the production and training systems. Provided change

management and usability services during corporate implementation of

PeopleSoft financials modules deployed using a web-base tool via Citrix

servers for the Bowne Corporation. Assisted in the development of the

Instructional Design Development plan for all of Bowne's tier one and two

managers, as well as business and financial analysts. Conducted training

sessions to all site locations throughout the continental US after software

rollout. Serve as an instructor teaching a myriad of courses for

PeopleSoft ERP, SAP, Oracle, to Microsoft Word, Project, and PowerPoint, to

Customer Service, Organizational redevelopment (Role based and Project

based), to Customer Service Skills and Executive Presentations.

Trainer/Change Management/Usability Specialist

U.S. DEPARTMENT OF STATE MANAGEMENT BUREAU SMART PROGRAM OFFICE 11/2003 to

3/2004

Served as a consultant to the Department of State on a project designed to

change the way that the department conducts foreign affairs around the

world in the development of a software messaging system. Provide direction

to the development team for the Graphic User Interface of the SMART system.

Developed web and computer based training using RoboDEMO and RoboHELP for

user testing demonstrations. Aid in the development of change management

and organizational redevelopment strategies. This project implementation

will effect 26,500 users worldwide. Conduct training sessions at over 270

posts worldwide to users groups comprised of ambassadors, diplomats,

foreign and civil service staff, and Foreign Service nationals. Instruct

various interagency staff in the use of classified programs and systems for

all cleared Americans overseas. Provide executive training for the

Secretary of State, Undersecretaries of State and their senior staff.

Develop courseware training and instructional design for instructor lead

courses conducted at the Foreign Service Institute and technical training

centers worldwide. Implement change management and change leadership

strategies to evolve the business process, technology, and human capital

through communication, team building, and networking strategies among key

stakeholders. Develop and implement organizational and communication

channels and structures to facilitate changes in the process, technology,

and personnel. Advise the client leadership team on how to manage and lead

an organization through dramatic change. Apply diverse analytical models

for organizational design. Design, create, and deliver a variety of change

management related approaches and deliverables.

Information Management Instructor

U.S. DEPARTMENT OF STATE NATIONAL FOREIGN AFFAIRS TRAINING CENTER FOREIGN

SERVICE INSTITUTE

School of Application Information Technology 8/2002 to 11/2003

Conduct training to Senior Executive, Foreign Service Officers and

Intelligence community to use a classified software application. Write

manuals and travel to overseas post to train Ambassadors, Diplomats, and

Foreign Service Nationals. Conduct MOUS certification courses for FSI C-

Tech facility. Present sessions customized for senior staffers including

the Secretary of State. Assist in the rollout of state-of-the-art

software. Responsible for formulation of worldwide training requirements

for all US Embassy Posts to receive training and support for classified

networks and software.

Workshop Facilitator

ANTI-DEFAMATION LEAGUE OF B'NAI B'RITH A WORLD OF DIFFERENCE INSTITUTE

1/2001 to Present

Present ADL EEOC and Respecting Diversity materials, facilitate ADL

diversity workshops, adhere to ADL agenda, process participant feedback,

and administer ADL video presentations. Conduct and submit to ADL a client

needs assessment and/or final evaluation reports. To facilitate as a

follow-up and/or more advanced A WORLD OF DIFFERENCE Institute training

programs.

Training Analyst

MORRISON & FOERSTER LLP 5/2000 to 8/2002

Serve as the firm wide trainer for the Diversity Committee. Deliver

workshops firm wide on controversial topics such as Homosexuality in the

Workplace, Transgenderism in the Office. Responsible for developing and

testing of software for firm wide Investment Management Group to submit

filings via web application to the Security Exchange Commission. Wrote

macro's in Front Page enabling users to convert Microsoft Word documents to

an Internet form application for immediate dissemination at the Security

Exchange Commission. Trained all users on applications customized by firm

programmers. Assist users in office automation: creation of macros, forms,

templates, databases and spreadsheets. Migrated 200 + MS Mail accounts to

Microsoft Exchange accounts and performed transitional training. Perform

new employee orientation training for network procedures and applications.

Manage the Information Technology (IT) help-desk. Coordinate with

programming staff to develop system specifications and quality

documentation. Manage NT and WIN2K user accounts in SMS, Active Directory

and User Manager: new user accounts, Exchange accounts, Rightfax accounts

and user profile management. Perform server and workstation upgrades and

rollouts including hardware and software changes. Managed cut-over of over

300 users to Microsoft Word, Excel and Exchange, including installation,

customization, hardware upgrades, remote dial-in configurations, developing

courseware, documenting and formal training of all levels of staff. Serve

as primary backup support for the local area network (LAN) administrator on

Network and NT network (create new accounts, perform daily back-ups,

monitor network performance, manage user security, support fax server,

remote access server and production servers) Microsoft Exchange mail

administrator.

Senior Systems Trainer

UNITED STATES DEPARTMENT OF STATE, MANAGEMENT BUREAU, DIPLOMATIC SECURITY,

OFFICE OF FOREIGN MISSIONS

12/1998 to 5/2000

Provided software training for the State Department Office of Foreign

Missions during a migration from WordPerfect 6.1 and other legacy

applications to the Microsoft Office 97 Suite. Conducted workshops to

improve the overall morale using the team building techniques, role-play,

and open forum. Worked with management team to assess staffing training

and re-employment needs using the Myers Briggs model. Provided training

using the type-watching techniques for co-workers and management to better

communicate. Assisted in the lifecycle application development of the

Office of Foreign Missions Information System (OFMIS) serving as both the

Quality Assurance Representative and team librarian in accordance with ISO

9001 development standards. Wrote general and customized classes for

computer user community. Editor of Intranet training site using FrontPage

as a Web authoring tool. Using Lotus Sametime authored Distance Learning

courses for use and asynchronies and synchronies environments for users

located in 4 regional offices. Served as librarian and courseware

developer on RAD team developing Oracle Application for the Office of

Foreign Missions. Responsible for writing all on-line screens for Oracle

based customized software-using RoboHELP.

Training Specialist/ Workshop Facilitator

FEDERAL DEPOSIT INSURANCE CORPORATION (UTA) 7/1997 to 1/1998

Responsible for providing structured training sessions and individual

computer training support to the user community during the FDIC's migration

from WordPerfect 6.1, Lotus and Banyan products to the Microsoft Office

Suite (PowerPoint, Word, Excel, Access, and Outlook). Responsible for

developing and delivery of corporate workshops that enable the community to

acquire the necessary skills, knowledge and attitudes resulting in a

behavior change in a measurable and observable way in the work environment

in areas of software and soft skills in order to enhance employee

productivity. Editor of user community newsletter providing readers with

quick tips and tricks while learning and using software. Responsible for

leading the editorial board in the planning and content of the monthly

newsletter. Provide numerous briefings to the executive staff

demonstrating the use of the software as needed to best aid in the

completion of various tasks. Prepared all briefing materials using

PowerPoint. Serve as an advisor on software migration projects. Write

training sessions geared to the specific needs of a division, or section.

Assist the LAN maintenance teams in the formulation of policies affecting

the end user community.

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