Technical Support Customer Service
Resume:
Ben Yohannes
Interactive Training and Communications (ITC)
(Nov. 2016 – Current)
Arlington, VA
Training Project Manager/Coordinator
Technical consultant for real-world training professionals and conferences meeting key performance indexes by designing and executing learning solutions in competitive and commanding environments. Identifying business needs, employee performance gaps, and recommending blended solutions to enhance individual, team and organizational performance.
American College of Radiology
Dec. 2010 – Nov. 2016
Planned and organized meetings, events, and conference to ensure the highest levels of performance and technical support for the ACR\AIRP (American Institute for Radiologic Pathology) medical training course. Coordinate with instructors the format for daily course materials and delivery to support Interactive presentations for live audience engagement. Defined technical integration strategy and developed Integration plans for training course materials for LMS platform. Program Coordinator for scheduling, providing technical support and management for AIRP medical education course. Provide onsite A/V and technical support and daily recording of attendance for MCE credit and live lectures.
Walter Reed Medical Hospital Washington, DC
(Sept. 2001 – Dec. 2011)
Ten years' experience in the maintenance and troubleshooting of complex infrastructure and systems. Managed security, Server backups, and network redundancy strategies. Advocated and implemented Interactive Audience Response System enhancement to the RPIS (Radiologic Pathology Information System) education course. Collected, analyzed, and reported program metrics, including product technical performance measures and key performance parameters.
Key Functions:
• Managed the instructional design, development, and delivery process for the AIRP Medical Education Program including delivery methods, assessment questions and supporting resources for delivery to corporate LMS (Learning Management System), CMS (Content Management System) and website.
• Sr. Manager on the implementation project, overseeing the training solution and course curriculum by collaborating with instructors/section chiefs and team members prior to delivery of instructional course content for eLearning.
• Ensured integrity of training content and onsite and virtual delivery while working with education dept. team to institute technical strategies and user guides, generating efficient work-flow.
• Influenced Executive Leadership on strategic direction and implementation of industry best practices, process improvements, educational techniques, instructional methodologies, and training delivery techniques.
• Coordinating onsite logistics, scheduling and recording conference calls, and setting up of hotel and travel arrangements, delivery of recorded conference content for archive and online distribution, manage processing of invoices and expense reports for the events.
• Advised the Executive Leadership team on risks and issues that impacted the training solution delivery, providing innovative mitigation solutions and recommendations tools to engage audience participation.
• Proven ability to design, execute, communicate and work with staff in a diverse team and alongside departments.
• Experience in business process design, strong analytical and communication skills when coordinating facilities events, collaborating and designing training material and schedule.
• Met frequently with Course Director and project executive leadership team to provide project updates and reports.
• Experience with developing, maintaining, and administering online learning and efficiently utilizing the Microsoft Office suite, especially (PowerPoint. Excel. Word, Camtasia, Adobe Audition, TurningPoint 2008/Cloud, WebEx).
• Experience operating in a government and non-profit organizational providing high level of customer service and resolving customer requirement, document and maintain knowledge base, and work with team members to provide a high level of customer support.
• Managed logistics of training 5000+ end-users after developing a comprehensive learning solution and work plan for an organization-wide system implementation project offering blended learning solutions.
• Reduced training expenses by creating instructor-free learning methodologies and creative blended solutions that served a diverse learning audience.
• Increased bandwidth service by analyzing and recommending solutions to provide Wi-Fi in theater supporting 800 BYOD in a dense theater environment for education.
• Acted as liaison advisor among students/instructors and administrative staff to be awarded the ACR Employee Service Award for five years dedicated service and contribution.
Education
Bachelor of Arts: Virginia Polytechnic Institute and State University Blacksburg, VA
Graduated 1991
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