Training Manager

Michael Jernigan

Renton, WA *****

http://www.linkedin.com/pub/michael-jernigan/15/526/937

206-***-**** **********@***.***

LEARNING AND DEVELOPMENT SPECIALIST

Results-driven Training Management Professional with strong background in project management, staff leadership, and curriculum design. Top performer who consistently seeks new challenges and opportunities and successfully exceeds goals and objectives. Effective customer and inter-departmental liaison with outstanding troubleshooting, problem-solving, and relationship management skills. Skilled in developing training specifications internationally, with demonstrated expertise creating training programs specific to region.

CORE COMPETENCIES

Training Development

Staff Leadership

Relationship Development

Customer Support

Program Management

Staff Mentoring

Requirements Gathering

International Travel

Storyline and Captivate

PROFESSIONAL EXPERIENCE

Microsoft, Redmond, WA 2013 – 2017

Learning and Development Specialist

Responsible for Xbox, Surface, and tools used for support agent training worldwide.

Completed agent training for successful Xbox launch in China.

Created agent training for a new support design model moving from agents with specific responsibilities to universal agents. An award was given to all on this team.

Worked with cross-team group and support agents to improve communication and expectations between Microsoft and vendor (support) sites.

Developed a Learning Lab recommendation for all sites intended to help agents become familiar with devices and services they do not normally support along with Learning Lab Activities for them to work through.

Kept training and Tool User Guides (TUGs) current for the tools I was assigned to support to make sure agents had the most current information available.

Represented training on several high-visibility and successful project vTeams.

Aquent Studios, Seattle, WA 2012 – 2013

Sr. Instructional Designer (Microsoft)

Working as a vendor assigned to Microsoft’s IEB (Interactive Entertainment Business) division. Updated and created new training for Microsoft Surface support agents.

Monitored feedback on training and used that feedback to update course content for Surface RT/Pro.

Created new labs for agents as needed to refresh and enhance their skills.

Managed localization of training content.

T-MOBILE US, Bellevue, WA 2011 – 2012

Compliance Program Manager

Training manager for Compliance and Ethics Office; developed and launched the Code of Conduct Review and other Professional Standards Training (PST) courses into the Learning Management Systems, including completion driving and final reporting.

Developed completion reports for all 2011 PST courses.

Learned and utilized Captivate to develop the 2012 Code of Conduct Review course and worked with course owners of 3 other courses to get them developed and revised.

Acted as Emergency Response Team (ERT) floor captain with regularly scheduled tests and status reporting.

CONTENT MASTER GROUP, Redmond, WA 2010 – 2011

Lead Instructional Designer (ID)

Managed pool of about 30 Associate IDs. Developed training strategies utilizing Luminosity Studio and other training development tools.

Took over and completed Microsoft Xbox support training that was in jeopardy of failing and completed the project on time and at budget.

Developed whitepapers and internal training for employees on ID topics and concepts relating to training for Compliance and Ethics and ID process.

Assisted sales staff in presales conversations with clients and potential clients relating to ID concepts and effort identification for projects prior to submitting bids that produced more accurate pricing and proposals which led to a higher return on projects.

MICROSOFT CORPORATION, Redmond, WA 2001 – 2010

Compliance Training Manager

Directed 2 staff members and contractors. Developed and implemented training methodologies and programs. Facilitated training for the Office of Legal Compliance.

Developed and implemented corporate-wide annual Standards of Business Conduct training with completion rates of 99% in the last 3 years and over 95% in the 2 previous years.

Successfully created video-based online training for anti-corruption within 2 months in 7 languages, resulting in a 98.6% completion rate among ~ 100,000 employees worldwide.

Collaborated with other groups within Microsoft’s Legal and Corporate Affairs office and managed multiple vendors in providing training development.

Upgraded Passport 2.0 to 2.1 on-time and in-budget. Project included collaborating with developers and partners for focus groups.

EDUCATION

Credits towards PhD – Curriculum and Instruction, Memphis State University, Memphis, TN

MRE (Master of Religious Education), Midwestern Baptist Theological Seminary, Kansas, MO

BS, Educational and Experimental Psychology, Central Missouri State University, Warrensburg, MO

Dale Carnegie Management Training, 12-week course

AWARDS AND CERTIFICATIONS

CCEP – Certified Compliance and Ethics Professional (expired)

PMP – Project Management Professional Certification (expired)

Awarded the Highest Award for Achievement by classmates in the

Dale Carnegie course completed in April, 2004

Listed in “International Who’s Who in Informational Technology”, 2000 Edition

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