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Technical Trainer - QA Tester

Oak Forest, Illinois, 60452, United States
August 18, 2018

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Oak Forest, IL *****

708-***-**** –


Over fifteen (15) years of experience in software testing and conducting end user training for implementation projects, including contact center operations

Advanced knowledge and experience of Instructor-Led and Web-Based Facilitation

Conduct performance gap analysis to identify training opportunities

Develop/customize training curriculum and the measurement of training effects. Facilitate structured, scripted hands-on technical training on various software programs


Adapt Telephony – Oak Brook, IL 01/15 – Present

Senior Business Consulting Manager - Testing

Manage the Testing Team Services within the Adapt Consulting group, as well as serve in the lead test role for effective delivery of the testing workstream for large, complex software implementation projects.

Responsible for analyzing the solution requirements from business requirements and design documents; developing test plans, test cases and test scripts; executing test cases; diagnosing test results; managing defect resolution processes; communicating progress to the Project Team. In addition to performing testing tasks, conduct training for client’s testing resources prior to User Acceptance Testing and managing the User Acceptance Testing process

Responsible for collaborating with Implementation Services, Development Services, and the Sales team with estimating work effort related to Testing Services and review of testing effort related to pricing work orders and proposals

Collaborate with Client Account Managers, Sales Team members, other Adapt teams and Adapt leadership to address client relationship and implementation issues, as well as sell and deliver additional software and implementation services

oDesign and develop Testing Services product offerings

oWork with Executive Leadership to define vision for Testing Services

oManage Testing Services personnel administratively

oManage scheduling and utilization of Adapt Testing Services resources for client implementation projects

Collaborate with project managers to clearly define project testing requirements, status, and identify staffing requirements and timing

Kairos Worldwide – Chicago, IL 05/14 – 01/15

Instructional Design - Technical Trainer – QA Testing (Contract)

Design, develop, facilitate and evaluate training instruction (classroom and web based) for the deployment of the new Interactive Voice Response System for Cook County agencies

Schedule and facilitate the User Acceptance Testing process; identify/log defects, work with developers to validate defect resolution, coordinate retesting sessions with agencies for final UAT signoff

Contract ended, hired on with Adapt

Deloitte – Chicago, IL (Contracted through Briljent – Indianapolis, IN) 07/13 –05/14

Technical Trainer – Instructional Design

Facilitate structured hands-on technical software training. Develop storyboards, training outlines, job aids, instructor/student guides and customize PowerPoint presentations for Instructor-led classroom and web-based training.

QA – Tester

Write test cases per Jira ticket HLD for client requests of software enhancement, pass or fail test cases and log defects in Jira.

Ellegro – Dallas, TX

Technical Trainer (Contract)

Facilitate 3-hour content-mirrored instruction on the newest CRM Outlook software for Crowe-Horwath employees

Eagle Productivity Solutions - Rochester, NY

Technical Trainer (Contract)

•Deliver custom software training on the latest mobile technology to industry sales representatives.

•Abbott Labs – software upgrade - Max 3.0 (Siebel)

•Pfizer Animal Health US – deployment of CRM software - Excite

•Bayer Women’s Health – navigation based training of new CLM Sales Tool – Engage

•AZ Canada – tablet training for CLM navigation techniques of new selling tool

Successfully facilitated training for over 100 pharmaceutical sales/management staff during national sales meeting deployments.

Tom Zosel &Associates - Lake Bluff, IL (Contract Trainer)

•Facilitate soft skill leadership training for distribution centers utilizing optimized labor standards.

Conducted teamster/management joint training sessions on-site at distribution centers.

E.J. Malek and Associates - Inc., Milwaukee, WI (Contract Trainer)

Facilitate 2-day training workshops in Lean Manufacturing.

•Conduct 2-day training on Joint Team Leader selection processes.

•Conduct 3-day Train the Trainer sessions. - Certified over 20 new trainers

As part of the joint initiative for Lean Manufacturing, conducted training sessions for UAW and Management to Executive Management.

Presentation Skills Workshops (Consultant)

Wilder Presentations - Boston, MA

•Facilitate 1-day Presentation Skills Workshops for Clinical Science Managers coaching them to effectively & efficiently deliver clinical data within a limited timeframe.

TEAM Coalition Master Trainer – TiPS Certified Trainer

Conduct Instructor Development Programs (Train the Trainer) for facility managers/supervisors. Conduct certification classes for 1 to 225 participants. Successfully trained & certified over 100 trainers and over 2000 participants for sports & entertainment venues.

S&S Development Group – Chicago, IL

Trainer - Instructional Design (Contract)

•Conduct needs analysis to identify training strategies.

•Establish training objectives; develop materials to include classroom, online and on-the-job.

•Facilitate structured Job Readiness Training workshops: to include basic to intermediate Microsoft Office (Word, Excel, Outlook)

Central States SER – Jobs for Progress - Chicago, IL

Customer Service / Job Readiness Trainer / Job Developer (Contract)

Develop/customize content; facilitate customer service and job readiness training for dislocated workers in the transitional jobs program. Conduct professional development follow up workshops preparing participants for permanent placement.

•Establish relationships with employers and local businesses marketing the program to create job opportunities and placements for participants. Place participants with partnered businesses based on training, skills and interest.

Pace Para transit – Schaumburg, IL (Consultant)

•Develop/Facilitate 3-Phases of Customer Service Training for all Para Transit to include Pace and contractor

•Research course objectives by attending meetings at Pace and various contractor sites, riding the Para transit bus, observing call centers, meeting with/shadowing supervisors and employees.

oDevelop course content based on research.

oFacilitate multiple sessions for each phase to accommodate 300 employees from various sites.

oDevelop Standards of Service Excellence as they fit into the overall goals of the organization.

Conducted Pilot training sessions for management at the start of each Phases.


Bachelor’s degree in Communications from Southern Illinois University

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