Manager Project

Laura Tyler

Telephone 519-***-****

Cell 905-***-****

*********@******.***

Training and Development Manager/Director Diploma, Project Management Education, ITIL Certified

Industry Experience: IT, Finance, Health, Communication, Transportation, Telephony, Transactions

KEY SKILLS

Professional instructional/facilitation skills

Professional communicator with strong written and verbal communication skills

Outstanding organizational capabilities

High degree of tenacity and persistence to get tasks completed on schedule

Independent and pro-active work habits

Experience creating mobile, social, virtual and e-learning programs to fulfill training and skills development

Technically Advanced knowledge of Microsoft Word, Excel, Power Point, SharePoint, MS Project, Publisher, Outlook and OneNote

Above average people skills and very approachable.

Experience using eLearning authorizing tools, Captivate, Robodemo, Articulate etc.

Ability to identify and accommodate different learning styles

Excellent organizational and time management skills with the ability to multi-task

Excellent interpersonal skills including the ability to transfer knowledge to diverse groups of individuals

Have designed and implemented quality monitoring programs that are consistent with business objectives

Ability to breakdown complex ideas and concepts

Coach, mentor and direct Team members

Highly effective at working with budgeting and strategic planning

Experience with Client Reviews, Quarterly Client Strategic Reviews and Steering Committee meetings

Excellent at Identifying opportunities for service delivery improvements

Makes recommendations to management team for process changes

Experience in reviewing existing assessment programs, identifying gaps, and making changes to bring programs in line with company standards

Develop training content based on delivery model - live webinars, pre-recorded webinars, social/community support sites as well as knowledge base material, etc.

Incorporate motivating, creative, and interactive educational techniques to enhance the training experience, in an effort to maximize learning and retention

Ensure new education methodologies are incorporated into training approach

Continually keeping up on best practices in development and training

In-depth experience managing LMS systems and SharePoint databases

Direct experience in assessing education needs, designing curriculum plans to fulfill those needs and delivering the training required

EXPERIENCE

Rogers Communications – March 2013 – May 2015

IT Learning Consultant

Working with ITS management and employees to ensure all training, events, business problems, goals and learning needs are met while keeping in budget.

Job Responsibilities :

Consult with VP’s, Directors, Managers and ITS teams in developing strategic training solutions and introducing best practices that are both customer and learner centric, while supporting the organization in achieving corporate objectives.

Work collaboratively with Program Managers, Instructional Designers/Developers, Facilitation, SMEs and leadership to ensure cross functional communications and business planning.

Work with vendors for the best prices for the technology driven training and skills needed to enable all ITS/Network teams

Coordinate, mentor, motivate and guide team members to ensure successful results

Coordinate all aspects of events (vendor, internal roadshows, IT)

Managed all Oracle, Microsoft, Hadoop, TeraData, Microstrategy and Informatica training and learning credits for all of ITS and Network teams

Responsible for communications with Stakeholders, acting as the main point of contact between the stakeholders, IT managers and the project team(s)

Work with teams outside of ITS to collaborate on best prices and delivery of training and materials.

Create, maintain and manage ITIL, CISSP, PMP, and other Study Groups for the IT and Networking clients.

Managed and contributed to the LMS system

Actively assist with the project planning, problem solving and determining the best solutions to issues that arise.

Contribute to the overall ITS budget in both organizing training, working with vendors and internal teams.

In the absence of the Team Lead and Senior Manager on the team, I have stepped up and taken responsibility by working with project teams and all clients as well as my team, to ensure that we don’t lose momentum in being successful at meeting our clients’ needs.

Create/manage learning programs from needs analysis, project planning, analyzing learners, to developing, testing and evaluating said programs.

Descartes Systems Group – September 2011 –(Contract) – October 2012

Descartes IT Project Manager

Reporting to the Vice President of IT Services, I was responsible for delivering internal projects within scope, budget and time.

I enabled the delivery of technology-enabled projects that address the complex business problems, while acting as a liaison between departments, technologists, and business users. As the IT Project Manager, I monitor and report the progress of concurrently occurring projects to promote systems integration and quality assurance of delivered systems. Typical duties include requirements specifications; planning, reporting, communication, quality control and budget follow up. I also assist with the resolution of conflicts regarding resources, deadlines and standards.

Job Responsibilities :

Manage and deliver multiple projects over the entire lifespan, while meeting budget, scope, time and quality standards. This includes, but is not limited to planning, communication, reporting, coaching and problem solving.

Created and maintained multiple SharePoint Sites including the creation of the structure, links, web pages, web parts, lists and document repositories.

Coordinate, mentor, motivate and guide team members to ensure successful results

Create and maintain Technology roadmaps to ensure business alignment

Responsible for communications with Stakeholders, acting as the main point of contact between the stakeholders, IT managers and the project team(s)

Create, Maintain and nourish Vendor and Client relationships within the project

Contract negotiations and monitoring to ensure all aspects are met

Actively assist with the project planning, problem solving and determining the best solutions to issues that arise.

Managed the Implementation Voice Over IP (VOIP) phone system globally.

Was the administrator of several SharePoint sites including those I created.

Subject matter expert in SharePoint Designer and SharePoint administration

TELUS, Backed by Emergis 2001- Jan 2011 (Previously known as SNS, BCE Emergis and Emergis Inc)

TELUS Knowledge and Implementations Manager (Learning and Development Manager)

The Major roll of this position was to identify, create, manage, and plan the learning and development of all programs, new strategies, employee development, coaching and mentoring, globally.

Designing, planning, delivering and performance management are some of the key initiatives delivered and maintained throughout my 15 year employment with this company.

I took an active role in the recruitment, orientation (soft skills and new employee training), evaluating and managing all training and development initiatives, as well as coached employees in performance, gathering information, talent reviews and organizational learning.

Responsibilities also include managing implementation of new products and services which involve multi department coordination to ensure deadlines for new projects are met. Development and delivery of all training materials and management of knowledge repository.

Tasks Completed :

Managed a team of 5 employees to cover all areas of training and project implementation for all Customer Care (300 employees)

Trained, mentored and was Subject Matter Expert for Financial processing customer service team.

Maintained the Training Budget for 50 employees

Creation and delivery of 88 Training courses (web based, in person)

Created 8 Share Point sites as well as maintained them

Created Certification programs (Incident Management, HEAT, Soft Skills)

Organized the certification of ITIL for Service Desk employees

Work load included up to 25 individual projects at once

Created and delivered Soft Skills training to all Service Desks

Delivered Personality Dimensions Companywide (true colours)

Ensure that Service desk employees are trained and knowledgeable on how the Health system in Ontario works.

Coach/Mentor employees on Health claims and financial transactions.

Created manuals for eHealth at Emergis

Emergis Inc. 1995 – 2001

Bilingual Customer Service Representative

Responsible for technical and non-technical support calls from end users for a variety of Finance products in a 24/7/365 environment.

Created Reports on phone and call statistics for upper management

Maintained filing system

Created and maintained training database for supervisors

COOPER STANDARD AUTOMOTIVE 1989- 2001

Quality Assurance Analyst

Responsible for testing, maintaining and calibrating all quality equipment within the large factory of automotive manufacturing. Tested all components of the manufacturing machinery as well as the material manufactured to ensure the highest quality to our customers

Maintained statistical database

Financial Secretary for the union

Time study coordinator for timing of duties within a job

Tested and determined if materials were within the specifications of the job

Ensured customer satisfaction by going on site to ensure criteria is met

Project Manager for major new projects

Helped Coordinate certification for the company with ISO 9000

EDUCATION AND PROFESSIONAL TRAINING

Training and Development Diploma

Certified Training Manager / Director

Marketing and Sales at Sheridan College

Quality Assurance at Sheridan College

Certified Personality Dimensions Trainer and Coordinator (True Colors)

Trained and have trained in all Financial Industry standards (Interac, Terminal software, POS, Head Office, and CAIL Systems)

Trained and have trained in all Health Industry standards (adjudication of claims, Government programs, benefits, vendor software, CAIL Systems)

Trained and have trained in all EDI and Messaging standards (Ansi, EDIPro, Message Tracking,EDI, CareNet, eForms for the Transportation and Health industries)

Certified in ITIL (Pink Elephant)

Trained in Project Management

Certified in Health and Safety

Certified Time Study Coordinator

Trained in Excel, Word, PowerPoint and all other Microsoft Office Applications

Certified in First Aid

Certified PowerTrack Trainer (WSIB Software)

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