Nicole Taylor

901-***-****

acy63t@r.postjobfree.com

Please accept this letter as an initial introduction of my professional and educational experience. I am an Information Technology professional with experience in project management, business analysis, quality assurance testing and technical leadership. A result oriented Consultant with comprehensive experience and demonstrated proficiency as a Learning Project Manager of local and global applications. I have demonstrated capacity to lead technical teams and collaborate with key business personnel at all levels of the organization. An accomplished IT Project Manager with over fifteen years of successful managed healthcare, business development and growth in highly competitive markets. Leverages interpersonal skills and time management techniques which allowed for increased profits while exceeding corporate goals and objectives.

Additionally, I am a certified Virtual Learning Technologists experienced in many of the top LMS software. I have strong communication, customer service, and coaching skills. I am a natural born team leader with an entrepreneurial spirit and have a deep-rooted passion for motivating adults towards education. My teaching styles are enthusiastic, engaging as well as motivating. Former evaluations include positive comments regarding my excellent organizational skills and the ability to understand my student’s needs.

I hope you will find my IT Healthcare background and education makes me an excellent candidate to join the team. I look forward to hearing from you to arrange next steps. Sincerely,

Nicole Taylor, MSET, CTT+

Submission Summary

Implemented the completion of more than 15 projects (up to 4 concurrently) in the Network Integration and Staging Infrastructure programs. Specialized in both Waterfall and Agile PMLC, some projects were blended. Expert at tracking, validating and reporting on budgets and estimates (both fixed bid and time-and-materials). Quick to learn and implement processes, applying them to the proper situations. Strong organizer, leader, and documenter of meetings: Minutes of meetings get distributed the same day. Proven ability to work with cross- cultural and global teams across the US, Europe and Asia. Teams contained 30-45 members with representation from different applications and organizations. Skilled in managing project end-to-end testing, including defect prioritization and resolution. Authored and maintained issue and risk log ensuring timely task completion necessary to maintain project timeline. Authored and maintained Project Plan. Reported status to upper management. Mentored more than 7 project managers in the AT&T PMO processes. Attained 100% SOX compliance on audited projects.

Key Achievements: Managed projects that led to the first controlled introduction of the Network Integration and Staging Infrastructure programs to end users, and projects to enhance Network Integration capabilities and salability to allow teams to expand the product use in the market. Managed projects that led to timely error reporting for AT&T Network Integration Staging.

Leading Fortune 100 companies: US Bank, Grainger, Smurfit Stone, Capital One, and Cuyahoga Community College project teams for new and replacement installs throughout the U.S. . Goal-driven, energetic, motivated to increase stake holder outcomes. Supports Next Gen Workplace technology, Cornerstone LMS and SharePoint learning experience in healthcare management, leadership training, network integration, instructional design, infrastructure planning and operations, education management, human resource management, information systems management and workforce readiness. Medium - Large Scale Projects National Assignments Economic Forecasting Cost Critical Projects

Leading Technology Teams Technical Training

Education / Training

DeVry University, Denver, CO

Master of Science in Educational Technology (MSET) Belhaven University, Memphis, TN

Bachelor of Business Administration (BBA)

Certificates:

• Certified – CompTIA Certified Technical Trainer (CTT+) certification for instructors

• Certified – NHA (National Health Career Association) Test Proctor

• Certified – 12 Hour Train-the-Trainer Workplace Readiness Academy

• Certified – Adobe Certified Instructor (ACI), Adobe Acrobat Connect Host

• Certified – CENTRA Trainer

• Certified – Microsoft Office

• Certified – United Healthcare Ovations

Training:

• Trainer – Enterprise Voice & Online Services with Microsoft Lync Server

• Trainer – Cisco WebEx Training

• Trainer – EDT 520 Instructional Design Educational Technology Sr. Trainer

United Healthcare - Medicare, Part D (prescription drug coverage). Trained 75+ Associate Trainers in the modules of : Pharmacy, AARP, Enrollments and Attestation,

Anthem Blue Cross Blue Shield - ACA (Affordable Care Act, On/Off Exchange Basics, Metal Levels, APTC and State Subsidy Payment Recon, Federal Marketplace, Enrollment & Billing, Billing Reconciliation, Monthly Exchange 834 File Reconciliation, FFM Reports and Claims Adjustments.

Core Qualifications

Computer Skills:

• Skype Business, Microsoft Office, Microsoft Word, Microsoft Excel (Pivot tables), Microsoft PowerPoint, Microsoft Outlook, Microsoft Publisher, Microsoft Access, Mac OS, and Network Communication.

• Anthem Systems: WEM, BPM/Ultera, Call Care Browser, WGS/ISG, Ventanex HQ, Client Console, Transcentra, and Premium Discrepancy On-Exchange.

• Davita/Healthcare Partners Systems: RPS,

Professional Experience

Information Systems - Hypercare Tech Lead/Level 1 Desk Support Supervisor Amgen (Contingent Worker)

September 2016 – Current

Led the IS Hypercare Technicians team (11 technicians) supporting the staff in handling the new NextGen Workplace technology, Go-Live (Skype Business, IS Peripherals, Prysm video walls, Polycom trios, Crestron Air media, and Airplay. During the Go-Live period, perform a practical on-the-job technical training for stakeholders and end users.

Set up customer support network, including temporary business resource centers, to deliver training material, education, and detect resolution during implementation go-live.

Conducts analysis and uses analytical skills to identify root cause and assist with problem management as it relates to state requirements

Creates specifications for reports and analysis based on business needs and required or available data elements.

Collaborates with stakeholders to modify existing analysis or reports to meet specific needs. Project Consultant

Davita Healthcare Partners, El Segundo CA

June 2016 – October 2016

Assisted in the instructional development of technical training for the (RPS) referral portal system software deployment.

• Conducts training sessions to all levels of hospital staff and external offices.

• Supporting physicians, nurses, care coordinators and staff with referral management training.

• Instructional Developer.

• Experience with Waterfall, Agile, and Scrum methodologies.

• Information systems and information technology implementation

• Environment tester

• Maintain e-learning modules and training guides

• Facilitate virtual, instructor led, and conference call training Technical Training Consultant

The Learning Oasis Academy, Greater Los Angeles, CA 2016 – Present

Guiding Pharmacy Technician students through the continuous process of planning for their future and mastering fundamental skills required for career success.

• Instructional Design Multimedia Specialist: Develop web based, instructor led and blended learning.

• Supports mobile, Cornerstone LMS and SharePoint learning.

• Experienced in soft skill modules:

• SMART Goals

• Customer Service Excellence

• Managing Change

• Interpersonal Communication

• Conflict Resolution

• Decision Making

• Problem Solving

• Quality Management

• Career Readiness and Advancement

• Design, teach, and evaluate academic courses offered through The Learning Oasis Academy.

• Develop lesson plans and competency based curriculum for participants in the area of writing and computer Skills.

• Stimulate students to learn through the use of learner centered curriculum to meet individual strengths and weaknesses, while increasing student’s engagement to learn.

• Creates collaborative learning activities to build self-esteem and to increase the knowledge level of Pharmacy Technician students.

• Design and develop formative and summative assessments (pre and posttest), course syllabi, and overall course evaluation tools.

• Provides individual feedback to students, The Learning Oasis Academy staff to discuss strengths, weaknesses, and problems that the students experience within the learning environment. Technical Project Manager

ANTHEM, INC. (Contact Center), Woodland Hills CA

2013 – 2015

Promoted from Technical Training Consultant to Technical Project Manager to plan, schedule and execute all stages of learning and development management, hardware and system rollouts.

• Created cost-benefit analysis and ROI assessments used as the basis for decision making on proposed IT implementation projects.

• Resolved numerous project issues including staffing shortages, tactical matters, scope creep and divergent business and user needs.

• Consulted, regarding client training needs, utilizing root cause analysis and developing service level agreements, to meet client needs and identify ability gaps.

• Provided mentoring to new trainers Completed project management, curriculum design, and governance and training efforts in partnership with Compliance, Regulatory, Legal, Learning & Development and Financial Operations – Reconciliation.

• Experience with Waterfall, Agile, and Scrum methodologies.

• Instructional Design Multi-media Specialist: Develop web based, instructor led and blended learning curriculum.

• Assessed curriculum effectiveness through the analysis of levels one, two, three, and four Kirkpatrick evaluation models.

• Assessed business implications for each project phase and monitored progress to meet deadlines, standards and cost targets.

Sr. Learning Specialist

SITEL Corporation (BPO), Memphis, TN

2007 – 2009

Leading outsourcing providers of customer experience management. Led the United Healthcare, Medicare Part D project: Provided Train-the-Trainer for 75+ Associate Trainers. The UHC Open Enrollment rollout consisted of 1100 call center representatives.

• Provide onsite and web-based training for clients in the United States and Internationally

• Deliver onsite and web-based training to clients of various skill levels on LMS, Performance, Succession, Compensation, and Extended Enterprise functionality

• Create and develop custom projects for clients including: online courses, user manuals, and quick reference guides.

• Develop learning materials, aids, curriculum to assist call center personnel and to maintain on-going development of recent learning.

• Conduct needs assessment, obtaining technical data and scheduling effective programs to achieve project success.

• Partner with clients and act as resource for offering best practice solutions and processes

• Develop new training programs for targeted systems learning and ensuring delivery Return on Customer Investment (RoCI)

• Facilitate New Hire on Boarding and First Day Meet and Greet activities.

• Provide Train the Trainer facilitation and Mentoring to Associate Learning Specialists

• Provide coaching to underachieving Customer Service Sales Associates Network Integration Project Manager

AT&T Network Integration Staging Center, Memphis, TN 2000 – 2007

Responsible for leading small to medium staging projects: network design, engineering, configuration, operational tasks, and enterprise projects on a combined voice/video/data network infrastructure project scope encompassing vendor equipment site survey and site recommendations. The integration phase includes staging, pilot deployment, quality assurance, installation and back-out plans, production deployment, user cutovers and transitional operations support and escalation

• Perform high profile customer migrations from various systems involving backhaul and enterprise circuits and configurations

• Improve processes and standards, as needed, to streamline the installation and deployment of network equipment

• Manage projects and oversee all stages involved until equipment configuration and project hand offs are complete

• Perform daily break/fix on Nortel, Adtran, Avaya (VOIP) AFC, Calix, Cisco and Cyan systems; including card adds, customer DSL configuration, Cisco router and switch configuration, port administration, system upgrades, and software upgrades.

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