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Hendersonville, Tennessee, United States
November 06, 2018

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Karen M Carrillo

*** ******** **

Hendersonville, TN 37075

Home: ***/***-****

Cell: 615/642-7442

Email address:

Linked in page:


In pursuit of a position as in IT Trainer where I can utilize my outstanding facilitation skills to develop new hires into dynamic and effective employees, and to provide ongoing training to incumbent employees on new software, procedures and techniques. I desire a position that utilizes my flexibility and adaptability to situations. As a valued employee, I intend to represent, in the highest regard, not only the company for which I am employed, but for the department that I represent as well. .


5 years of experience as a Technical Trainer,

25 years of experience in IT

Experienced Travelling Technical Trainer

Excellent written and oral communication skills

Extensive knowledge of Windows based operating systems and MS Office 2010 and 2016

Outstanding Facilitation Skills to any level student (from the mailroom to the boardroom)

Extensive experience withAdult Training Methodologies

Course Development, Publishing and Updating

Self Starter with attention to details

Safety Training/CPR Trainer

Collaboration with stakeholders to ensure that training provides the intended outcome

Able to Master new courses and applications with ease

Ethical and professional, yet personable and approachable

Relevant Employment History

2016-Present Senior Helpers

Franklin, TN

Recruiting, HR and Training Manager

Using multiple disciplines, facilitate training of new employees on corporate software, corporate standards and caregiver methodologies and procedures

Project Management in developing the HR department of five previously independent offices, into a corporate entity.

Creation of all user id’s of new employees, setting up their accounts and proper level of access to all software utilized by caregivers and office personnel. Off-boarding terminations.

Create caregivers that exceed expectations of care for dementia patients, the mentally ill, and physically challenged adults

Facilitated courses to management and non-management employees

Perform all functions of Human Resources for West Nashville office for 100+ employees. (Hiring/terminations, disciplinary actions, payroll, terminations, salary increases, workers comp claims, insurance, promotions, exit interiews)

Recruit, interview and hire new employees using job fairs, job boards online, cold calling, Jobs4TN career center.

Instrumental in the success of the Nashville office of Senior Helpers which was failing when I was brought into the company. We are now a strong, healthy and growing office with impeccable caregivers, schedulers and office personnel. All of which were brought into the Nashville office after I came onboard and some of which I interviewed and hired.

Top HR Manger for corporate offices for 1st, 2nd and 3rd quarter of 2017, consistently exceeding interview, hiring and quality goals placed upon my position by corporate headquarters. I started with Senior Helpers December 12th, 2016 and right out of the gate set the bar for all other offices and their HR Managers. Continuing to exceed expectations of owners to increase revenue, client count, billable hours and caregivers.

Revamped onboard training to be more effective and to bring all caregivers to within the scope of their job requirements

On call responsibilities to manage schedule and caregivers during off hours and peak times.

2011-2016 Ramsey Enterprises Gonzales, LA

Technical Training Instructor (Assigned to AT&T as equivalent to their Senior Training Manager in-house position)

Classroom/Technician training management

Core curriculum development

Facilitated courses to management and non-management employees and to vendors

Diverse curriculum facilitated. Technical and non technical.

Training network personnel in network engineering, outside plant, cable placement and repair, customer service, sales, provisioning and maintenance, central office operations, driving safety training, and premises installation and repair, and CPR/AED

Project Management

Maintained training labs, material ordering and classroom setup

Conducted performance reviews of students, entered those scores into their training record

Administered progressive discipline when necessary

Partnered with clients to achieve common revenue/service goals

Worked closely with design personnel to develop and maintain course

Conducted train-the-trainer sessions for certification in various technical material

Monitored progress of students during multiple weeks and multiple curriculum streams

Desktop and IPad Support for all users/students as necessary

Asses a user’s permissions to network and software applications and correct user access

Project member (One of three chosen of 300 instructors) in hardware and software rollout to 4300 technicians and management across the southeast.

Special Projects

Built/rebuilt labs according to course specifications

Strike Contingency Training: Reducing 6 week course to 1 week, delivering to non union management and office workers, making them viable technician replacements in the event of a strike.

Hardware/Software (Universal Personal Device) rollout to Southeast Construction Technicians and Managers. With this project I was one of three Ramsey Enterprises Instructors utilized in the rollout of a handheld 4G device to approximately 4,300 technicians and their managers. Criteria for this project was that the trainer must be able to hit the ground running after being introduced to the hardware and software product during a beta test session. Must be tech savvy, personable and relatable, able to facilitate to multiple levels of employee (mgmt. & non-mgmt), and must be able to travel and represent Ramsey Enterprises in the highest regard.


DynCorp Int’l Ft Worth, TX/Melbourne, FL

System Administrator/Kirkuk, Iraq

Logistical support for DynCorp’s DOS GINL contract in packing, moving, tracking, unloading and inventorying all IT equipment pre and post shipping.

Perform random and quarterly audits pertaining to Department of State owned equipment.

Sole desktop and network onsite support of all corporate site users in Kirkuk, Iraq for all IT issues to complete resolution

Independently plan, design and execute installation and setup of corporate infrastructure for the location in which I was assigned.

Manage servers, including e-mail, print and their associated operating systems and software.

Create Security Groups and Distribution Groups in the Iraq domain, populated memberships

Performed server/peripheral/laptop/desktop imaging, configuration, recovery, installation, backups, audits, maintenance, troubleshooting

Manage security solutions, including firewall, anti-virus, and intrusion detection systems..

Create procedures in ITIL format and post internally (Sharepoint) for personnel to access

Ensure network connectivity of all workstations either through LAN or VPN software

Asset management and logistics

Perform network design and capacity planning.

Installation and setup of multiple 3 meter network satellite dishes to remote location for secure State Department business, MWR network and television systems

Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts.

Develop, implement and maintain policies, procedures and associated training plans for network resource administration, appropriate use, and disaster recovery.

Establish service level agreements with end users.

Administer and maintain end user accounts, permissions, and access rights.

Install all inside/outside communications wiring

Image/re-image and Wipe Machines as required

Monitor and test network performance and provide network performance statistics and reports.

Provide Voice Over IP telephone connectivity through network to department heads and other key personnel at work and living locations.

Recommend, schedule, and perform network improvements, updates and repairs.

Provide guidance to junior members of the team.

Provide initial survey of new locations with operational requirements, hardware and peripheral logistics including inside plant switch and cabling requirements

Installation and Support for all site users for company laptops and personal desktop/laptops, printers and scanners

Work with military command with regard to SIPR and NIPR access and security requirements

Perform other duties as assigned by the IT Country Manager

Maintained DOS Secret Security Clearance


Deloitte LLP Hermitage, TN

Information Security Administration/Access Services Analyst

Active Directory 2003/Exchange Management Console 2003 - created, modified and deleted domain email and network accounts

Created, modified, and deleted network and application accounts. Emergency terminations

Documentation – Prepared, updated and posted procedures using ITIL format and posting to Sharepoint site.

DHC FTP access provided by creating administrator accounts’

Supported user base of 45,000+/- users

Essbase – performed user creation, modification and deletions per approved requests using SQL script templates.

Ran reports and comparisons, using MS Access, to perform monthly and annual audits of network and application accounts. Data entry into defined tables and forms.

Project Management participation – Using MS Project 2003, participated in projects for upgrades, installs and transitions of applications. Provided new procedures/audit controls.

Service Desk/Remedy ticketing system – created and worked trouble tickets and requests (T1/T2/T3) to completion

Installation of software on laptops for upgrades and implementation.

Remote and onsite support of users via Remote Desktop, telephone, and ticketing system for SAP, MS Office, and Internal Time and Expense system issues.

Significant Accomplishments

Access Services Department onboard training listed as 1 year. I completed all training in under 4 months, while developing policies and procedures for the group and reorganizing and streamlining request processes, improving departmental image.

Reduced turnaround time for access issues from an average of 5 days to less than 2 days for submitted change requests.

After only 4 months in Information Security/Access Services department, due to reorganization within the firm, was left as only analyst to handle all requests on a firm wide basis for all 27 systems. During the next 4 months, I assisted upper management in the interviewing of and conducted training of 4 new analysts. All of this while continuing to provide quality support of user base of >40,000 employees, often working 80+ hrs weekly.

Consolidated multiple filing systems into one condensed online system for easier retrieval of user access status requests.

Created initial process and procedure documentation for all procedures related department. SOX and OGC compliant

Supported users remotely and in group settings on usability and procedures.


Deloitte LLP Hermitage, TN

Active Directory/Exchange Administration Analyst

Created/Modified/Deleted network accounts and email as required

Created/Modified/Deleted Distribution lists and AD groups

Created Organizational Units (OU) and populated

Blackberry and Good Server device setup and removal

AD Group creation and membership changes as necessary

Emergency Terminations of access to corporate network

Mailbox Moves during upgrade of servers

Project participation for implementation of new software

Troubleshooting of access and account issues of Outlook

Migration of all mailboxes from Exchange 2000 servers to Exchange 2003 servers.


Deloitte LLP Hermitage, TN

Computer Operator/Day Lead Operator/Supervisor and Production Control Analyst

Participated in Y2K testing of mainframe system in Phoenix, AZ to insure that all bugs were removed prior to Fiscal Year End rollover.

Administrator of automated time and expense software for all users firmwide 40,000 users).

Controlled permissions within ATSW (automated time and expense system)

Report distribution via LAN/WAN and WEB, of mainframe reports using Acquire software

Setup reports for network distribution and posting to network shares.

Backup production control scheduler

Transitioned AcQuire system from LAN to internet based reporting.

Transitioned time and expense system users from ATSW to DTE, both internally developed applications.

Desktop support of users via Remedy and Service Desk software for MS Outlook and Exchange issues.

Schedule/Control job flow into and out of the mainframe computer

Scheduling of operators’ rotating schedules, vacation scheduling

Manage output of reports and data from mainframe computer

Transmit firm payroll to Citibank

Assist IT manager in annual evaluations of operations personnel

Immediate supervision to 8 computer operators

Verify accuracy and quality of output print and files.

Running cable for hardware moves and setup of new servers and peripheral

Application Competencies

MS Active Directory 2000-2007, MS Exchange Server 2000-2007, Windows Server 2003-2007, Exchange Management Console, SAP, BW (Business Warehouse), CRM (Client Relationship Management), Sharepoint, DHC-FTP, Essbase, MS Access 2003, MS Project 2003, MS Office 2010, Cisco Secure VPN, Lemur, DIPS, TMS, dPlan, Service Desk 11, MS Powerpoint, HP Printers, HP Fax, Office Copiers, ATSW (Time and Expense), TMS Interface, Honeywell Bull Mainframe 9000/DPS90, GCOS Operating System, IBM-AS400 Mainframe, Windows XP, Vista and Windows 7, Bentley version 8.1, Netmotion VPN, ISAM Essbase, Outlook, Firefox, Internet Explorer v 11, xCapture imaging/gps software, Remedy ticketing system, Service Desk ticketing system


Madison High School Madison, TN Graduated 1984 top 10%

USAF Technical Training Biloxi, MS Certified Communications Specialist 1984

New Horizons Training Center Nashville, TN

Active Directory Implementation and Administration 2000/2003

Exchange Server Implementation and Administration 2000/2003

MS Access 2003(Beginner and Intermediate)

MS Project 2003 (Beginner and Intermediate)

MS Sharepoint 2007

MS Word 2007(Intermediate)

MS Excel 2007(Intermediate)

Alison Online Certification/Diplomas

Human Resources

Corporate Management

Trainer Competencies

Additional courses:

Management fundamentals course (in-house)

Listening and Feedback courses for teams(in-house)

Ethics and Harassment courses taken annually over the years

CPR Trainer certification

Military Experience

USAF 1984-1990

Communications specialist

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