Training Manager
Resume:
SCOTT WATKINS
********@*****.***
PROFESSIONAL EXPERIENCE:
T-Mobile USA 10/2015 - Present
Analyst Application Support – Project/Program Manager and Testing Lead
Support the Enterprise Product Catalog, configuration/testing/support of new system products and offers, and the processing of reference table update tickets
Partner with development teams for the consultation/creation/setup of new products or functionalities
Provide testing support or management of testing teams for different products/offers
Oversee development lifecycle of new products from inception through production delivery
Worked on migration of Metro/T-Mobile data warehouse from physical location in Plano, TX to virtual cloud servers.
Worked on implementation, stand-up, and validation of disaster recovery servers for Amdocs and T-Mobile customer database and end-user applications.
Lead initiation and implementation for EDGE and RISE applications at MetroPCS, application support/owner for training instances: RISE, EDGE, ASAP, POS at MetroPCS specifically
Assists management and other team members in ensuring production stability through understanding of business needs, changes being implemented and high level technical flows
Supported Amdocs CRM product from a managed services and application support perspective.
Partner with the training teams to determine needs and solutions for MetroPCS training environments
Manage the stability and functionality of the MetroPCS training environments
Manage the migration of subscribers from old products/offers to new products/offers
Oversee ServiceNow updates and architecture
Sprint Nextel - Overland Park, Kansas 10/2005 - 10/2015
HRD SPEC II Project/Program Manager and Application Manager
Manage all enterprise Training Environments functional and data requirements; Oversee development teams for new system/application launches; Manage testing and testing teams for development projects; Provide Project/Systems/Vendor Management for all training applications, Oversee Sprint University Training Systems and Environments; Gather gaiting requirements for training systems; Perform gap analysis, root cause analysis, and contract analysis for vendors and internal interests; Work in conjunction with all levels of management, lines of business, executive channels, and vendors; Design training and curriculum for all contact centers; Troubleshoot training problems and training system issues; Project lead for new initiatives; Subject Matter Expert (SME) for CDMA and iDEN systems and Lines of Business (LOBs)
Sprint - Sacramento, CA 10/2004 - 10/2005
Telecommunications Services
Educational Consultant II
Training newly hired specialists in processes/systems/procedures, continued education training for tenured specialists, assessing centers and specialists for additional training or continued education, coaching and giving feedback to production specialists, tracking and trending specialist and center performance (based on adherence/quality/sales/Average Handle Time/adjustments), developing training curriculum, maintaining training processes/procedures/databases, providing quality feedback and consistency, providing root cause analysis in order to determine solutions to network/functional issues, partnering with internal and external customers to provide results that benefit both the customer and company.
Sprint PCS - Ft. Worth, TX 1/2004 - 10/2004
Assist Desk Senior Specialist
Full-time Assist Desk Senior Specialist assisting specialists perform complicated work duties, correcting problems and difficult network and system tasks, handling escalated customer calls, providing resolutions that best fit the customer and company needs, tracking and trending escalated problems and system issues, and working in conjunction with all levels of management and lines of business. Duties also include being a Subject Matter Expert (SME) for all billing systems, SME for Local Number Portability, SME for all operating systems, and a SME for technical support. Proficient in added systems and applications, including ASI, Actiview, Aspect, Clarify, Comverse, CTI, Director, ESM, GNEI, HLR, Outlook, P2K, Premiere, PBS, PinPoint, Remedy, RTA, Service Establishment, Sivox RealCall, Witness, and Wizard, as well as all Microsoft Office programs and general system and Internet applications.
Sprint PCS - Ft. Worth, TX 10/2002 - 1/2004
Sivox Realcall Simulation Subject Matter Expert and Designer
Sivox Realcall Simulation SME(Subject Matter Expert) assisted in creating a training/continuing educational tool for call center representatives. Duties included creating scripts, taking screenshots, creating coaching tools, creating a knowledge base, performing quality checks, revising and releasing simulations using the Sim-Gen builder tool and Voice Sim-Gen tool, proctoring new specialists using the product, assisting and facilitating quality check sessions, demonstrating simulation product to all levels of management, and traveling and assisting with product Pilot launch in Oklahoma City. Recipient of plaque of recognition for work done on the Simulation project.
Sprint PCS - Ft. Worth, TX 6/2002 - 1/2004
Performance Development Senior Specialist
Full-time Performance Development Senior Specialist assisting new-hire specialists with support questions and problems, developing tracking materials to plot training effectiveness, development of new-hire production packet, supervising and initiating debriefing sessions, monitoring and coaching on Sprint PCS Quality guidelines, providing support for trainers, interacting directly with all lines of business and management levels, handling escalated calls. Recipient of multiple On-The-Spot and Spotlight awards.
Sprint PCS - Ft. Worth, TX 6/2002 - 7/2002
Business Sales Escalation Team Senior Specialist
Full-time Business Sales Escalation Team Senior Specialist assisting a dedicated group with correcting business problems and escalations that have gone beyond the Corporate End User department. Developing solutions that meet both the business and customer needs.
Sprint PCS - Fort Worth/Texas 8/2001 - 6/2002
Trouble Specialist
Full-time Technical Support Specialist, defining and correcting network and handset problems; interacting directly with all lines of business and customer solutions departments. Certified for a full scope of customer assistance support services as well as Trouble Specialist. Proficient in multiple computer and network operating systems for the setup, use, upkeep, and maintenance of mobile phones.
EDUCATION / CERTIFICATIONS:
5/1999 Austin College US-Sherman
Bachelor's Degree
Received a Bachlors of Arts degree in History and a minor in Communication Arts
1/1998 Goethe Institute Germany-Prein
Certification
Received a working knowledge of German from the institute
1/1996 American Sailing Association US-Sherman
Certification
Received certification in coastal navigation, bareboat chartering, and general and advanced sailing skills.
8/2016 ITIL Foundation
ITIL Foundation
2/2006 InfoMap
InfoMap
Dynamic Web Template design
10/2004
Sprint University
CCC
Adult training delivery certification
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