Training Customer Service

Bill Ferreira, PAHM 520-***-**** - *********@*****.***

***** *. *** ****** #****, Phoenix AZ 85022

www.linkedin.com/in/billferreira

SUMMARY OF QUALIFICATIONS:

• Expert with Instructional Systems Design (ISD) processes (ADDIE) implementing

blended/remote learning systems, eLearning, Instructor Led Training (ILT), and On-The-

Job (OJT) just in time training systems efficiently, on time, and within budget.

• Experienced at implementing and managing training development projects with direct

leadership skills leading and supervising training, technical, and support personnel.

• Well versed communicator (Instructor/Facilitator). Extremely effective at delivering

courses, instructional workshops and hands on technical training.

• Skilled at performing needs assessments, scoping instructional design projects,

performance gap analysis, evaluation, and communicating training ROI.

• Highly technical. Installs, upgrades, and manages software, hardware, web-enabled

corporate training management systems and eLearning systems.

PROFESSIONAL EXPERIENCE:

Lead Instructional Designer: BNSF Railroad (Force V Technologies), AZ

6/14 – Present

• Cut down new hire to job qualification time for producing employee by over 30% by re-engineering

locomotive mechanical/electrical maintenance training systems and certifications.

• Improved the instructional design processes and shortened training development project schedules while

improving learning experiences.

• Streamlined courseware development process by 20% by standardizing courseware and introducing

templates and other training artifacts.

• Communicated training implementation Return On Investment (ROI).

Instructional Designer: Sedona Learning Solutions, AZ 9/13 –

3/14

• Designed, developed, and implemented Electronic Medical Records (EMR) software training simulations

in the healthcare industry using Captivate and Articulate Storyline.

• Managed eLearning projects.

• Designed, developed and implemented templates and style guides.

• Conducted eLearning curriculum QA reviews.

Instructional Design Consultant: SunPower, Inc. (Techprose), AZ

5/10 – 12/10

• Designed and developed blended remote, ILT and eLearning training systems in the

solar power industry.

• Designed and developed solar power plant construction management and construction

project management training certifications and technical training programs.

Page 1

Bill Ferreira, PAHM 520-***-****

• Developed custom OSHA construction safety remote training for solar power plant field

employees.

• Implemented reporting tools (dashboards) and LMS reporting (training activity and

certification records) to communicate training development and delivery operations.

• Saved over 15 man hours each week by developing and implementing online course

evaluations, surveys, and knowledge checks.

• Coordinated and managed training schedules and training operations.

Training Delivery Manager/ Product Consultant: The TriZetto Group, Inc., AZ

6/08 – 10/09

Training Delivery Manager (6/08 – 10/09):

• Directly led, managed, coached, and supervised a team of over 7 QNXT and

CareAdvance Enterprise (CAE) (managed care software enterprise) product Instructors

and a team of 3 instructional designers/QA reviewers who designed and developed new

training systems.

• Led the training team to increased client software training revenue in 2008 from 1.5

million to over 3.8 million.

• Cut new team member on boarding timeframe in half by personally designing,

developing, and delivering customized ISD workshops to internal teams.

• Designed and developed QNXT and CAE technical and business courseware and

certification programs.

• Performed training needs assessments and conducted training and performance

analysis.

• Managed training schedules, planned training operations, and reported on training

effectiveness.

• Implemented business processes and procedures and coordinated and planned training

events.

Product Consultant (1/11 – 8/12):

• Consulted with client teams to analyzed current and future business practices, processes, workflows, and

design plans in support of configuring and implementing or upgrading enterprise software applications.

• Developed plans with system functionality to address business requirements and configured software

systems to meet the requirements.

• Designed and implemented system testing plans, and testing activities, recommended solutions,

evaluated system performance, and trained clients on the use, maintenance, and operation of new

workflows and processes.

Global Learning Consultant/Sr. Instructional Designer: Intuit, Inc., AZ

1/07 – 5/08

• Partnered with internal business units and provided training and workforce development

consulting services to improve organizational performance:

Page 2

Bill Ferreira, PAHM 520-***-****

• Designed sales cross training systems for technical support teams that led to a 500%

increase in maintenance plan sales and over $9 million in sales in the first quarter the

programs went go live.

• Conducted performance gap analysis and evaluation to increase efficiency which led to

exceeding operational goals.

• Organized and managed training operations with local and multinational outsourced call

centers.

• Conducted remote instructor led, train-the-trainer, and remote training sessions to global

service providers/partners overseas.

• Designed, developed, and delivered specialized ISD workshops to internal learning and

development professionals.

• Developed training delivery coaching and evaluation systems to measure training

effectiveness and demonstrated ROI.

Manager, Training Services: eHealthPartners, Inc., Phoenix, AZ

2005 – 2006

• Implemented custom training systems and managed custom courseware development

projects for clients in the healthcare administration/claims processing/managed care

(payer) industry. Hired, trained, and managed teams of courseware developers and

technical consultants.

• Designed, developed, and managed custom end user training programs that mapped to

client business workflows.

• Performed needs assessments/training analysis. Planned, designed, and developed

role based/performance based custom training projects.

• Created training administration, reporting, and training evaluation systems to measure

the effectiveness of training operations.

Instructional Designer: Aetna/Schaller Anderson, L.L.C., Phoenix, AZ.

2004 - 2005

• Designed, developed, and implemented role (job) based training systems that aligned

with internal business workflows for claims processors and medical management

teams:

• Managed courseware design and development projects. Created instructor guides,

participant guides, supporting course materials, job aids, and reference guides.

• Delivered train-the trainer sessions for QNXT claims processing systems.

Instructional Designer/Consultant: Performance Impact, L.L.C. Phoenix, AZ

1995 - Present

Provided training and IT consulting services. Designed, developed and implemented

training systems, product reference specifications, technical and user support

Page 3

Bill Ferreira, PAHM 520-***-****

documentation, procedures, operational policies, strategic planning, marketing, and

presentation materials. Sampling of customers:

• Over 15 IT hardware/software • Transportation Security Administration

organizations (TSA)

• American Express • Department of Defense (DOD) - US

Government

• University of Phoenix (Apollo Group) • Arizona Public Service (APS) - Utility

Industry

• Boeing, Inc. • State of Connecticut Motor Vehicle

Division

• Petsmart • Detailed project list available upon

request

Instructional Designer/Project Manager: Focus Learning Corp., Pismo Beach, CA

1992 – 1995

• Managed instructional design, development, and delivery projects in the Nuclear Power

Utility, Department of Defense, and Aerospace industries.

• Performed marketing, sales management, sales support, and technical support for

training design software systems and services.

OTHER EXPERIENCE:

Training Manager/Instructional Designer/Instructor/Aircraft Maintenance Technician:

United States Air Force (USAF), Worldwide Duty

Multiple roles and duties in designing, developing, and managing OJT training programs, cross

training programs, instructor led training programs, eLearning, procedures, performance

support systems, train-the-trainer programs, video productions and reference tools. Areas

supported: Space launch operations (NASA - Space Shuttle, Titan II and Titan IV satellite

vehicles), satellite launch crew certifications, aircraft maintenance, aircrew training and other

support functions. Provided ground and in-flight maintenance, inspection, and repair on EC-

130H aircraft.

Page 4

Bill Ferreira, PAHM 520-***-****

TECHNICAL TRAINING & SOFTWARE EXPERIENCE/SKILLS:

• •

Adobe Captivate and Articulate Healthcare Software – QNXT,

Storyline CareAdvance Enterprise (CAE),

• Cerner and Meditech EMR systems

HTML/Dreamweaver

•

• Help Desk Management Systems

Wordpress

•

• LDAP Meta Directories

Photoshop (digital photography)

•

• Customer Service Systems – CRM

Robohelp

Systems

• Snagit and Camtaisia Studio

• Marketing Information Management

• Audio recording systems

Systems

• Corel Draw/Paintshop Pro

• Instructional Systems Design

• Learning Management Systems

(ADDIE/ISD)

(LMS)

• Training Management

• Knowledge Bases

• Project Management

• Peoplesoft/Oracle Based Enterprise

• Communications

CERTIFICATIONS:

Instructional Systems Design (ISD)/ADDIE: Over 700 hours of formal education and

certifications in ISD/ADDIE, Principals of Instruction, and Training Management: USAF

AHIP/PAHM - Professional Academy for Healthcare Management Associate Certification

(PAHM): Certified America’s Healthcare Insurance Plans (AHIP)

QNXT - QNXT 4.7 Professional Masters Certification and 3.4 Processional Associates

Certification: Trizetto, Inc.

EDUCATION:

• University of Phoenix – Bachelors of Science in Management, Information Technology

(BSMIT)

• Community College of the Air Force - Associates in Applied Science in Instructional

Technology (AASIT)

• University of New Hampshire - Associates in Arts, General Studies (AAGS)

AFFILIATIONS:

• American Society for Training and Development (ASTD)- Affiliate Member

• International Society for Performance and Instruction (ISPI) - Affiliate Member

• Cape Cod Technology Council (CCTC) – Former Affiliate Member

• Arizona Consortium of Computer Education (ACCE) – Former V.P. of Marketing/Web

Development Team/Affiliate Member

Page 5

Bill Ferreira, PAHM 520-***-****

INTERESTS:

Digital photography, web site development/administration, playing the guitar, music recording,

motorcycles, and camping.

Page 6

Contact this candidate