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Manager Management

Location:
Humble, TX
Posted:
February 17, 2017

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Resume:

EXPERT TRAINING MANAGER AND INNOVATIVE PROJECT MANAGER

Highly motivated project and training manager with 19 years of innovative leadership of both QA and L&D teams for non-profit, corporate, consulting and commercial companies across multiple industries. Proven record of continuous accomplishment in presenting to business executives, senior management, admins, developers and field personnel. Ability to execute complex solutions that result in improved efficiency, greater education, higher growth and increased profitability.

Built an enterprise-level instructional design program for greater comprehension of revenue management strategies

Designed and facilitated the building and maintenance training program for inhabiting one of Houston’s first LEED buildings on-time and within budget according to a detailed project plan

Managed all functional, QA and UAT software testing efforts for each release, including facilitation of resources / man hours, enablement of development staff to design / implement and completion of regression test cases

CORE LEADERSHIP SKILLS

Project/Product Management

Deadline/Milestone Completion

Agile/SCRUM Adherence

SOX/SCORM/AICC Compliancy

L&D Solution Implementation

Enterprise Training Leadership

Test Lab Management

Learning Centre Facilitation

Learning Management (LMS)

PROFESSIONAL EXPERIENCE

SERVICE CORPORATION INTERNATIONAL, Houston, TX Jan 2010 to Present

IT PROJECT MANAGER – (Professional Growth, Process Improvement, Test Team Management, Release Tracking, Project Planning, Resource Utilization, Data and Support Call Handling, UI Testing, Training Facilitation)

Facilitated projects and allocated resources for all major and incremental releases. Travelled to several flagship locations to understand and present on field trends. Authored software business rules and worked with onshore and offshore development teams to ensure accurate development of proprietary death care software. Collaborated with the training team to ensure 200 systematic documents, corporate communications and release notes were up-to-date with each implementation.

Promoted from independent, Lead Instructional Designer within one year.

Met with key project stakeholders and business owners regarding changes needed to the death care software (HMIS). Recommended improvements from a functional and usability (UI) standpoint to improve system performance, usability of the user interface (UI) and integration with outside systems. Results: Families in the field locations were better able to focus on the loss of a loved one rather than software delays and complications and associates were able to complete preneed and at-need sales more efficiently by not having to call and wait on additional support.

Managed resources regarding completion and testing of 500 regression test scripts and new test scenarios for each release cycle and phase according based on a shared project charter complete with objectives and milestones. Commenced personal testing and authored 400 CRM issues per year. Results: Delivered cleaner product to 2000 locations, including seamless data mapping to reports, forms and contracts.

Validated data from support calls, recent acquisitions and divestitures by writing simple SQL statements and comparing information to the User View. Results: Decreased future support calls to the help desk due to advanced insights.

Collaborated with the training team to ensure 200 publications were current and loaded to the intranet. Results: Field and market personnel have the latest changes for market share advantage over competitors.

TRIAD RESOURCES AT BP (IT&S / DCT / NAGP), Houston, TX Apr-Dec 2009

TRAINING MANAGER – (Professional Growth, Team Management, Resource Allocation, Instructional Design, Communication, Technical Writing, QA Testing, Needs Analysis, eLearning Management, CMS, LMS, Roadmap to Success)

Managed a team of five corporate trainers, instructional designers and developers for the training of 1000 traders, associates and managers in the move to Helios Plaza. Scheduled all trainers, designed a 50-page, role-based curriculum for instructors as a classroom reference and met with 20 cross-team Subject Matter Experts (SME) to gain approval for all changes.

Returned as Training Manager for NAGP team.

Scheduled and supervised all contracted trainers and set up meetings with SME and touring aspects of the new LEED facility. Results: Training became complete with the most state-of-the-art changes and information available due to a high volume of meetings with architects, construction management, sales representatives and field experts.

Communicated with team to ensure a collaborative effort in the creation of a full-color reference updated by the entire team. Results: The manual was able to include multiple points of view and edited as if from a single resource.

Tracked session feedback based on student survey. Results: Improved job specific training based on feedback.

PROS REVENUE MANAGEMENT, Houston, TX Jul 2006-Mar 2009

LEAD INSTRUCTIONAL DESIGNER – (Program Management, Project Facilitation, AGILE Adherence, Presentation Skills, Instructional Design, Technical Writing, QA Testing, Virtual Team Integration, Multi-Functional Teams, Knowledge Sharing)

Instituted the first instructional design program by developing templates for each type of publication in all applicable software packages for the team to adopt. Created project plans with estimations for each project sprint and tracked progress based on daily SCRUM meetings and Retrospective meetings upon completion. Designed creative training solutions customized by industry.

Started a new instructional design program with the eight existing team of technical writers and training new resources added to the team. Trained each associate on the software, Microsoft Writer’s Standards and ADDIE methodologies. Results: Cohesive training (e.g., help files, interactive demos, step-by-step documents, job aids, laminated reference sheets) that was more eye capturing than ever before.

Created detailed project plans based on my work as well as the work of other associates showing testing efforts, design concepts put into practice and all milestones. Results: All projects completed within the expectations of SME as they were aware of any challenges, scope changes and completions.

Determined the logical flow of all printed and online materials, quizzes, checklists, workbooks, templates, graphics and curriculum content for the revenue management software. Tested interactions and edited all text of 75 courses for AICC/SCORM compliancy prior to publication to the LMS. Results: As a team leader and individual contributor, the training created allowed companies to see where they were losing revenue and what was causing them to gain market share.

TRIAD RESOURCES AT BP (IT&S / DCT / NAGP), Houston, TX Nov 2004-June 2006

LEAD TRAINING DEVELOPER / WRITER – (Instructional Design, QA Testing, LMS Management, Curriculum Development, Graphic Design, Communication Skills, ADDIE Adherence, AICC Compliancy, SCORM Compliancy, Professional Voice Talent)

Managed the milestones of several simultaneous computer-training projects in the oil and gas industry for several internal cross-functional teams. Operated the Computer Learning Centre for students to complete courses on their own time and at their own pace. Tracked student feedback for over 60 courses created in several software packages.

Manned a physical Learning Centre onsite to facilitate in-person learning and Q&A sessions. Results: Students could ask questions in real-time from the management, developer or writer.

Determined the flow of all printed and online materials, quizzes, checklists, posters, templates, audio, graphics and curriculum content for the oil and gas trader software. Tested interactions and edited all text of 60 courses for AICC/SCORM compliancy prior to publication to the LMS. Results: Courses completed without error and scores tracked to maximize student understanding of complex topics.

HILTON HOTELS CORPORATION / INFUTURO TECHNOLOGIES, Memphis, TN Jun 2001-Oct 2004

LEAD INSTRUCTIONAL DESIGNER – (Project Leadership, Instructional Design, Technical Writing, Software Usability)

Served as Project Lead for the Hotel Scheduler project to allow field associates to have better visibility into the scheduling of employees and improved hotel occupancy forecasting. Learned new design applications rapidly to create instructional design content, tested demos and audio files, gave presentations to management and met with SME.

Promoted from independent, Lead Instructional Designer within one year

Tracked scheduling projects in terms of timelines, objectives, milestones, scope creep and completion. Results: SME and stakeholders were aware of any project challenges before they affect the scope or timeline.

Created all on-line materials, software simulations, process demos, sequential instruction files and branched help files for the Hotel Scheduler section of Hilton’s Management System OnQ. Results: Hotel associates were able to learn about the application on their own time for their specific role.

Operated a test lab for UAT and regression test cases and wrote software issues in our bug tracking system. Results: The software released to the field locations was able to be brand-specific.

Delivered instructor training for OnQ at the corporate office, via teleconference and at field locations. Results: Field associates and management were better prepared for their role and were able to help customers more efficiently.

NEW HORIZONS COMPUTER LEARNING CENTER, Memphis, TN Jun 2000-Jun 2001

LEAD INSTRUCTIONAL DESIGNER – (Software Instruction, Rapid Learning, Instructor Leadership, Roadmap)

Taught classroom instruction for office management and graphic design software. Learned materials to teach in as little as 20 minutes when substituting in as the instructor of a new class at the last minute.

Facilitated classroom discussions using my background in graphic design and studio art. Taught adult learners about several topics from introduction to networking, Microsoft Office ™ and graphical arts software. Results: Students could successfully return to their jobs equipped with the knowledge to complete illustration and admin tasks.

YORK COUNTY COURTHOUSE, York, NE Jul 1998-Jun 2000

LEAD INSTRUCTIONAL DESIGNER – (Grant Funding, Graphic Design, Program Ownership, Life Skills Instruction)

Managed the Juvenile Diversion Program from grant writing to classroom instruction for first-time juvenile offenders and parents. Facilitated diversion activities and an after-school program, tracked student homework and instructed regarding life skills to keep children out of the court systems.

Administered the Real Colors curriculum to students that had committed minor crimes and kept up with each post program completion. Results: During my time of program leadership, the rate of recidivism was LESS THAN 2%.

Managed the annual budget and obtained future grant funding for program and promotional materials. Results: The program continued to be grant-funded for years after I left my position and moved out of state.

Held after-school activities at the local YMCA. Results: Children had positive activities that fostered good behavior.

Presented to attorneys, judges and local service organizations to promote activities as a means of education. Results: Local businesses were aware of resources in the area to help troubled children.

EDUCATION TRAINING PROFESSIONAL ASSOCIATIONS

Priority Management Institute (PMI) – Project Management Breakthroughs Certification -- June 2011

OSHA 10 Certification (while Training Manager at BP) – 2009

PROSOFT – A+ Hardware and Software Certification -- 2001

Concordia University, Seward, NE -- Bachelor of Science, Graphic and Studio Arts – May 1998

HONORS

Our Tribune Newspapers – Article Placed #2 in Top 10 Articles for the Year -- 2007

New Horizons Computer Learning Center -- Applications Instructor of the Month -- 2001

PRINTED PUBLICATIONS FREELANCE WORK

Higgins Publishing – Author and Illustrator – May 2017 – Here and There, Loving you Always (children’s book)

Adoption Today Magazine – Freelance Article Writer -- November 2016 Issue -- Overcoming the Emotions of Adoption

ElPaso Energy – Independent Instructional Design Consultant – 2007 – Created interactive CBT for HR practices and onboarding

Our Tribune Newspapers – Freelance Reporter and Photographer -- Humble/Kingwood, TX

March 13, 2007 -- Sam Mosley relays showcase Humble ISD athletes

March 27, 2007 -- The Lady Wildcats of Humble fall short to Westbrook

April 3, 2007 -- Salinas grateful for local support

May 30, 2007 -- EMS Director saves lives, but fights for his own

July 23, 2007 -- A member of the family

October 15, 2007 -- Humble Animal Shelter receives extraordinary donation from local citizen

Future Green, LLC – Freelance Technical Writer -- 2006 – Authored training quiz questions and answers

Larson Ministries / GHL Enterprises – Contract Art Director – 2004 – Created several designs, logos and promotional materials

SOFTWARE PROFICIENCIES

Advanced – MS Word, MS PowerPoint, MS Project, TFS / Test Center, CHART, HEAT Cloud, HTML, Captivate, RoboHelp, PhotoShop, RoboDemo, QuarkXpress, PageMaker, Toolbook

Intermediate – MS Excel, SQL, Flash, Vignette Content Management System (CMS), FrameMaker, Corel Draw, Illustrator



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