Training Engineer

Joanna Patterson

**** ***** ****** ****** ***. **6 Virginia Beach, Virginia 23454 Phone: 757-***-**** E-Mail: ***************@***.***

Summary

Highly qualified, and well-developed technical professional, with extensive technical analysis and support training experience, that excels

at collaborating with cross-functional teams and coordinating multiple project/program management tasks simultaneously. Solutions-

oriented with notable success directing a broad range of IT initiatives while participating in planning and implementation of government

systems solutions in direct support of targeted objectives.

Experience

Electronic Data Systems (NMCI) 2002-2009

• NMCI Enterprise Training & Awareness Manager

• Supervised staff of over 50 Instructional Designers, Training Coordinators, Knowledge Managers, Technical Trainers,

Communication Specialists, and program liaisons

• Responsible for training, e-learning, communications, and knowledge management functions for all end users and internal

support personnel

• Responsible for all training project timelines

• Planned and maintained multi-year budget for training and communications group

• Implemented and performed a wide range of user acceptance testing and data collection.

• Developed multi-year plan for DoD 8570 directive.

• Participated in Six Sigma project to streamline user communications

• Earned Six Sigma Green Belt

• Developed and implemented two COTS learning management systems and one internally created system

• Developed and implemented user facing Knowledge Management system

• Co-Chair of the Training & Communications Review board between EDS and PEOIS Government office

• Assisted in coordination of several NMCI Enterprise conferences

• Assisted in marketing campaigns for user awareness

• Participated in the redesign and standardization of the web-based repository for all NMCI documentation

• Responsible for multi-year Military Detachment program of over 180 Sailors and Marines

• Authored technical documentation, training tips, marketing tips and created computer based training modules

• Responsible for service level agreements related to training and user communications

Coleman & Associates (Verizon DSL) 1996-2002

• Training Manager

• Responsible for training various call centers for DSL and ISDN technical support

• Authored training courses, tips, and other training related items

• Supervised a group of Instructional Designers and Technical Trainers

• Created and implemented internal Knowledge Management system utilizing Support Soft

• Responsible for project and program adherence

• Network Engineer

• Assisted in Network design and implementation for initial beta trials for Verizon DSL

• Worked with CISCO and other manufacturers to pinpoint specific troubleshooting boundaries for help desk and NOC

technicians and appropriate escalation procedures

• Worked on several pilot program technologies including the initial trial for video on demand

• Primary liaison between NOC and local central offices for troubleshooting and training localized staff

• Supervisor

• Supervised group of over 50 ISDN help desk agents, order writers, customer care and sales representatives

• Created schedules and adherence standards based on work force management statistics

• Performed all quality assurance related duties

AeroTek (USAA) 1995-1996

• Network Engineer

• Responsible for team of 10 computer technicians

• Responsible for transitioning all internal USAA employees from “dumb” terminals to Windows NT

• Responsible for project timelines and budgetary adherence

• Performed seat and server upgrades

Education

Computer Dynamics Institute

Certificate in Electronics - Accredited institution focused on electronics and Novell Technology.

Graduated in 1996 with a 3.9 overall GPA.

Bellevue University

Bachelors of Science majoring in Adult Education (Expected Completion 2010)

Certifications and Achievements

Active DoD Secret clearance

•

Six Sigma Green Belt

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ITIL Foundations v3.0 Class

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Raised NMCI Customer Satisfaction scores from 61%-91% for training and from 70%-85% in user communications

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Received NMCI PEOIS Government Team Work award

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Executive Presentation skills for leaders course

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Experienced in speaking to high-ranking Government officials

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Skilled presenter with previous experience in delivering presentations to large groups

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