Project Manager Customer Service

Richard Totten Resume Document Transcript

RICHARD A. TOTTEN

*** ******* ****** ~ Cary, North Carolina 27513

919-***-**** (home) *******@*****************.*** 919-***-**** (cell)

PROFILE

Seasoned professional offering more than 15 years of experience in training and development in

information services, communications, manufacturing, financial, banking, insurance, government,

consulting, project management, healthcare, and customer service, which includes more than 20 years of

leadership experience. Consistently meets or exceeds project performance parameters. Self-motivated and

highly adaptable; thrives in challenging individual or team environments. Strong conceptual abilities to

assess needs and execute plans to meet identified goals. Highly developed interpersonal skills to listen,

communicate, and coach clients and peers.

SUMMARY OF QUALIFICATIONS

TRAINING/INSTRUCTIONAL DESIGN

Provided specialized training to staff and clients in individual and group settings, including instructor-led, self-paced,

computer-based, web-based, paper-based training, and criterion-referenced instruction.

Executed needs assessments for proper focus, developed training options, and resource requirements.

Trained staff and clients in the areas of software engineering, soft skills, new hire orientation that included industries such as

banking, insurance, medical, governmental, retail, manufacturing, clinical research, and oil and gas: selected training topics,

designed and developed instructional materials, coordinated facility and additional instructors, delivered classes, and performed

evaluation analysis.

Developed and presented training sessions and workshops at international and national conferences.

Initiated evaluation methods to improve future training sessions.

Instructor of Foundation of Graphics course at North Carolina State University.

Established an internal sound studio for eLearning development.

LEADERSHIP/MANAGEMENT

Managed all system design, planning, development, implementation, and training for consulting firm with over $50

million in annual sales.

Led operation, management, software development, customer relations, and customer training teams.

Designed and developed effective marketing materials and strategies for custom software solutions.

Led conference-planning preparations for Epsilon Pi Tau Leadership Academy and North Carolina Career and

Technology Education.

Prepared and presented proposals, budgets, and goals for clients and executive management.

Developed and managed annual budgets exceeding $5 million.

Recruited and evaluated personnel for both clients and employers.

CUSTOMER SERVICE

Instrumental in developing excellent client relationships which resulted in over $2 million of new business.

Provided technical assistance to both in-house and client personnel.

Initiated training solutions to resolve customer issues.

RICHARD A. TOTTEN PAGE 2

EXPERIENCE

RIANTO CORPORATION 2009 Present

Learning Performance Consultant

As a Learning Performance Consultant, I support the learning organization, am responsible for customer

relationship management (CRM), provide learning consulting to clients, needs analysis/requirements

documentation, learning solution design documentation, determine course maintenance needs,

curriculums/learning paths and evaluation/metrics of learning solutions for all projects associated with the

clients and programs. I also manage the development team and third-party vendors who have been selected to

develop/deliver a project aligned to an organization. I act as an internal consultant to the project team, as well

as to business stakeholders.

ALLSCRIPTS 2009 2010

Senior Instructional Designer

As Senior Instructional Designer, my primary responsibility is to establish and implement Academy-wide

standards, processes, and methods for all aspects of instructional design, including translating curriculum

designs in to course materials, determining proper event types for blended learning, and participating with

divisional teams to execute on ID strategies.

I work closely with the Lead Curriculum Designer and with divisional Education Development teams on key

Academy initiatives: product upgrade/releases, new Allscripts product rollouts, and on-going new Academy

offerings.

My role has the challenge of continuously envisioning new course offerings to maximize client value,

develop a strong Allscripts Academy brand, and to secure and increase the revenue stream for Allscripts.

RICHLIN ENTERPRISES, Cary, North Carolina

Consultant 1987 2009

As a consultant, instructor, and project manager, I have led several projects to their successful completion.

This encompassed the analysis, planning, development, implementation, and maintenance of many different

software systems, which includes insurance, communications, real estate, banking and finance, and

government software systems.

One of the primary responsibilities of being a consultant is the training of both members of the project team

and end-users in the use of the new software systems being implemented and of the tools utilized in

developing the software systems.

Because of my extensive experience, many clients utilized me to develop recruiting strategies and

requirements, evaluate and interview candidates against client requirements, and make recommendations

regarding the best candidates for the client.

Project Manager 2008 2009

As Project Manager, the primary role is to manage Information Technology custom learning development

projects that deliver effective learning solutions for the IT tools globally deployed across the organization.

The Project Manager will interact with Information Technology Learning Group instructional designers and

developers and clients to define project scope, deliverables, timelines, and requirements. The Project

Manager will manage the project using project management methods within the context of good instructional

design methodology.

RICHARD A. TOTTEN PAGE 3

EXPERIENCE (CONTINUED)

Instructional Design Team Lead 2005 2008

The Instructional Design Team Lead is responsible for leading the effort to develop training materials that

will be used in the statewide training effort and involves both instructor-led classroom training and self-

paced e-learning. Helps design the materials and is responsible for overall quality and timely curriculum

production. Leads a team of other instructional designers and works closely with subject matter experts and

client project leaders. Highly proficient being a strong leader and instructional design methodology. Able to

perform team administrative duties, coordinate work assignments, and ensure adherence to aggressive

production schedules. Responsible for creating an in-house sound studio to develop voiceovers for eLearning

curriculum.

eLearning Instructional Designer 2004 2005

The eLearning Instructional Designer is responsible for development of course and support materials to be

used in the statewide training effort. Work as part of a team to develop eLearning training materials, using a

rapid instructional development authoring tools.

Instructional Designer 2002 2004

As an Instructional Designer, analyzes organizational training needs and design instructor-led, self-study,

online, action, and blended learning programs that supports business goals and improves individual

performance. Develops and/or works with courseware developers to develop print, computer, and web-based

learning material. Conduct Train-the-Trainer sessions, if appropriate, and evaluate planned learning

experiences. Sets up work plans when beginning design projects, to consult with managers and Subject

Matter Experts (SMEs) on training content, and to work collaboratively with all stakeholders.

Project Manager 1994 2002

Create and maintain an information technology project plan that communicates tasks, milestone dates, status,

and resource allocation. Utilize software life-cycle methodology. Coordinate delivery of development (beta)

and production releases that meet quality assurance standards. Assist technical team in design and

development tasks. Assist test team in creating test plans and testing efforts.

Software Engineering Specialist 1989 1994

The Software Engineering Specialist s role is to design, execute, assess, and troubleshoot software programs

and applications. This includes configuring, coding, developing, and documenting software specifications

throughout the project life cycle. The Software Engineer will also oversee system startups in a timely and

accurate fashion, and provide support to other departments where required.

Project Leader 1987 1989

Develops software functionality that meets customer needs and design specifications, on time and without

software problems. Other responsibilities include providing expertise in one or more specific technical areas,

assisting team members in the technical engineering aspects of customer implementation, and mentoring and

providing technical guidance for engineers. Acts as a trusted advisor for the customer on their projects, and

drives customer ROI results.

NORTH CAROLINA STATE UNIVERSITY, Raleigh, North Carolina

Instructor/Research Assistant 2002 2006

Responsible for developing, implementing, and performing instructional activities for college students

enrolled in graphic communication courses in the department. Provide assistance to students that require

extra support for course material.

DATA-PRO, INC., Tyler, Texas

Vice President, Data Processing 1984 1987

Responsible for the complete operation, management, programming, customer relations, and training of the

Data Processing Division; for maintaining, implementing, and training of software and hardware systems.

Senior Application Developer 1982 1984

Performs technical tasks including analysis, design, programming, and testing related to the implementation,

maintenance, and modification of batch and interactive applications.

Prepares job and application documentation to established standards using office suite tools. Develops

software test plans and procedures and executes them.

RICHARD A. TOTTEN PAGE 4

TECHNICAL SKILLS

Designed, developed, and implemented software systems utilizing software engineering tools

Maintained current in-house and client legacy systems.

Developed detailed analysis of client Information Technology capabilities.

Proficient at developing and editing both video and audio.

Dreamweaver, Flash, Fireworks, Microsoft Office, Microsoft Project, Open Office, FrameMaker, SharePoint, Adobe

Photoshop, Acrobat, and Premiere Elements.

Pinnacle Studio, Snagit, Camtasia Studio, Audacity, Movie Maker, and Inspiration.

AutoCAD 2006, SolidWorks engineering design tools.

WebCT, Moodle, Open Elms, eFront learning management systems, OutStart Evolution LCMS; CENTRA collaborative

learning tool, Microsoft LiveMeeting.

OutStart SoftSim and Trainer; Lectora Professional Publishing Suite, Captivate, Articulate, and STT Trainer.

COBOL, RPG, CL, BASIC programming languages on Windows-based and AS/400 platforms.

EDUCATION

NORTH CAROLINA STATE UNIVERSITY, Raleigh, North Carolina

Doctor of Education, Technology Education, expected 2012

Minor: Training and Development

Master of Education, Technology Education, 2004

Concentration: Graphic Communications Education

Bachelor of Science, Technology Education, 2002, summa cum laude

Minor: Graphic Communications

UNIVERSITY OF TEXAS, Tyler, Texas

Computer Science, Business Administration

CERTIFICATIONS

Certified Scrum Master

AFFILIATIONS

American Society for Training and Development (national and local chapter)

ScrumAlliance

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